Help Desk How-To Guide

Managing Help Desk Tickets

Last updated: July 21, 2026 5 min read Intermediate

The ISO Mate Help Desk turns support requests into structured tickets you can create, assign, reply to, and resolve from one place. Every ticket carries a status, priority, category, channel, a requester, and an optional assigned agent, while a threaded conversation keeps public replies and private notes together. This guide walks through the full ticket lifecycle, from creation to resolution.

Where the Help Desk lives

Help Desk features sit in the Help Desk group in the left sidebar, which includes Tickets, Kanban, Canned Responses, SLA Policies, and Auto Assignment. Each item appears only when your role grants the matching permission and the feature is enabled for your account.

Create a ticket

Open Help Desk > Tickets in the sidebar.
Click Create. Tickets support AI assisted creation, so this is a split control: the main button opens the manual ticket form, and the caret menu adds a Create with AI option when your account has AI create enabled, the Help Desk feature is on, and you hold the create permission.
Enter a subject and a description.
Choose a requester, which can be an existing contact or a user in your account.
Pick the channel, and set the priority, category, and an optional due date.
Optionally assign an agent and add tags.
Click Save.

Each ticket receives a unique reference (for example TKT-001) so it is easy to find and cite.

Statuses, priorities, categories, and channels

Statuses

Tickets move through six statuses:

Open: New or reopened tickets awaiting attention.
Pending: Waiting on the requester.
In Progress: Actively being worked by an agent.
On Hold: Temporarily paused for an external reason.
Resolved: A solution has been provided and confirmation is pending.
Closed: The ticket is complete and archived.

Priorities

Set urgency with one of four priorities: Urgent, High, Medium, or Low. Priority drives the color coded badge on the list and board, and it maps to SLA targets when an SLA policy applies.

Channels

Record where each request originated: Email, Web, Phone, Chat, or Internal.

Assign an agent

Assign a ticket to a team member during creation or later from the edit page. The assigned agent is notified and the ticket appears in their workload, and you can reassign it at any time.

The conversation thread

The ticket detail page shows a threaded conversation with three message types:

Reply: A public message visible to the requester through the portal.
Internal Note: A private message visible only to agents, useful for coordination.
System Message: An automated entry for status changes, merges, and other lifecycle events.

Replies and notes accept file attachments, and image attachments can be previewed directly in the conversation. When you send a public reply, the requester receives an email with a link to the requester portal where they can read and respond.

Reply through a shared mailbox

When you reply through a shared mailbox, the composer gives you the same recipient controls as the email composer.

Choose the mailbox: Select which shared mailbox to send from using the dropdown above the editor. If only one shared mailbox is active it is selected automatically, and if none is connected the composer explains that only internal notes are available.
To, Cc, and Bcc: Switch between the recipient fields with the tabbed selector, add recipients as chips, and search contacts with autocomplete. The requester stays a locked primary recipient, so it cannot be removed by mistake.

Each reply sent through a shared mailbox is stored in that mailbox’s Sent folder, and the thread records which mailbox the reply came from along with any extra recipients. To speed up common answers, insert a canned response and edit it before sending.

Filter, search, and presets

Use the token search bar to filter tickets by status, priority, category, channel, assigned agent, tags, date range, or SLA status, and search by subject to find a ticket quickly. The list opens filtered to hide Closed tickets by default. Built-in presets give one click access to common views:

My Open Tickets: Tickets assigned to you that are not closed.
Urgent Unassigned: Urgent tickets with no agent assigned.
SLA Breaching: Tickets approaching or past their SLA targets.

Prefer a visual queue? The Help Desk Kanban board shows the same tickets as columns you can drag between statuses.

Bulk updates and export

Select multiple tickets from the list and use the mass update dialog to change status, priority, category, or assigned agent in one action, or bulk delete tickets you no longer need. You can also export the filtered list to CSV or PDF for reporting and offline review.

Feature

Help Desk

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