Knowledge Base

Learn how to configure role-based permissions for the Help Desk module to control who can view, create, update, and delete tickets.

Learn how to merge duplicate tickets, manage watchers for notifications, link tickets to issues, tasks, and incidents, and use real-time collaboration features.

Learn how to use the Help Desk Reports dashboard to track ticket volume, agent performance, SLA compliance, CSAT scores, and channel metrics.

Learn how to combine two workflows to automatically create tickets from emails and send confirmation replies to requesters.

Learn how to use the workflow builder to automatically create help desk tickets from incoming emails, with field mappings and conditions.

Learn how the requester portal lets customers view and reply to tickets, and how CSAT surveys measure customer satisfaction.

Learn how to create and use pre-written response templates to speed up ticket replies and maintain consistent messaging.

Learn how to visualize and manage your ticket queue with the drag-and-drop Kanban board, including filtering and SLA indicators.

Learn how to configure automatic ticket assignment using round-robin rotation and category-based routing rules.

Learn how to set up Service Level Agreement policies with response and resolution targets, business hours, and priority-based timing.