Knowledge Base

Explore the ISO Mate Help Desk Reports dashboard: overview, trends, agent performance, SLA compliance, CSAT, and channel metrics, with date filtering and export.

Pair two ISO Mate workflows to create tickets from inbound email and send an automatic confirmation reply, using an Email trigger and a Ticket trigger.

Use the ISO Mate Workflow Builder to turn inbound emails into help desk tickets automatically, and route replies into the existing ticket’s conversation instead of opening a duplicate.

Learn how the requester portal lets customers view and reply to their tickets without a login, how tickets auto-reopen on a reply, and how CSAT surveys measure and report satisfaction.

Learn how the drag-and-drop Kanban board visualizes your ticket queue by status, surfaces tickets waiting on a reply, updates a ticket’s status instantly, and filters by priority, agent, and SLA status.

Learn how to build reusable reply templates with categories and placeholders, create them with AI, and insert them into ticket replies to answer faster with consistent messaging.

Route incoming tickets automatically with ISO Mate auto-assignment rules: round robin rotation, category based routing, agent pools, and priority ordering.

Create an SLA policy in ISO Mate: set first response and resolution targets per priority, define business hours, choose a default, and track breaches.

A complete walkthrough of the ISO Mate Help Desk ticket lifecycle, from creating and assigning tickets to replying, using internal notes, and resolving them.

How to create projects, connect GitHub, GitLab, or Bitbucket repositories, and track branches, commits, and pull requests from the issue detail in ISO Mate.