Knowledge Base

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

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

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.

Learn how to create, assign, track, and resolve support tickets in the ISO Mate Help Desk.

Learn how to create projects, connect Git repositories, and track branches, commits, and pull requests from the issue detail page.

Learn how to use the AI assistant to generate email drafts from notes and refine existing email content with quick actions or custom instructions.

Learn how to use the in-app AI Support Chat to get instant answers about ISO Mate features, navigate source references, and submit feedback for missing content.