Helpdesk

Helpdesk gives your team a place to take, track, and close customer support tickets. Group work by team, move each ticket through stages, and sort it by category and tag. Staff see their own tickets or the whole queue, work from a dashboard, and report on volume. Clients open and follow their own tickets from your client portal, so nothing lives in a shared inbox.

Set up a team

A team owns a queue of tickets.

1. Open Helpdesk and go to Configuration ▸ Teams.
2. Click New, name the team, and add its members.
3. Under Configuration, set the Stages a ticket moves through, and the Categories and Tags you sort by.

Handle a ticket

1. Open Helpdesk. My Tickets shows the ones assigned to you; All Tickets shows the full queue.
2. Open a ticket to read it, reply, and log notes.
3. Move it through the stages as the work progresses, and set its category and tag so the queue stays sortable.
4. Track volume from the Dashboard and from Reporting, which a Helpdesk Manager can reach.

Access comes in tiers. A person can be limited to their own tickets, to their team's tickets, or to every ticket, up to a Helpdesk Manager who also sees reporting.

Let clients open their own tickets

Clients with a portal account open and follow tickets themselves, so you stop tracking requests in email.

1. A client signs in to your portal and opens a ticket from the new-ticket form.
2. The ticket appears under Tickets in their portal account (at /my/tickets), where they read updates and close it once it is resolved.
3. In Configuration ▸ Settings, choose whether clients pick a team and category when they file, whether those are required, whether new tickets auto-assign to a user, and whether the platform flags likely duplicates.

See Your client portal for how clients sign in and what else they can reach there.

Related

• Operations overview — the rest of the delivery-side apps.
• Your client portal — the client side of tickets.