Managing HelpDesk Tickets

MANAGING HELPDESK TICKETS

The HelpDesk is where all client support requests come in — from email, phone, web forms, and live chat.

VIEWING TICKETS

Go to HelpDesk in the sidebar. You'll see all tickets in a list, with the most recent at the top. Each ticket shows:

• Subject line and ticket number
• Client name and source (email, phone, web, chat)
• Priority (low, medium, high, urgent)
• Status (open, in_progress, waiting, resolved, closed)
• Assigned team member

WORKING ON A TICKET

1. Click a ticket to open the detail panel on the right side.
2. Read the ticket description and any previous messages.
3. Use the Reply box to send a response to the client.
4. Add internal Notes that only the team can see.
5. Change the Status dropdown as you work on it.
6. Update the Priority if needed.
7. Assign it to a specific team member using the Assigned To dropdown.

CREATING A TASK FROM A TICKET

If a ticket requires follow-up work, click "Create Task" in the ticket detail panel. This creates a new task linked to the ticket so you can track the work separately.

TICKET SOURCES

Tickets come in from multiple sources. The source badge on each ticket tells you where it originated. Clients can submit tickets from their portal HelpDesk module.