Knowledge Base

Learn how to configure role-based permissions for the Help Desk module, covering tickets, canned responses, SLA policies, and auto-assignment rules, and how each permission gates the console.

Learn how to merge duplicate tickets, add watchers for visibility, link tickets to issues, tasks, incidents, and emails, create an issue directly from a ticket, and coordinate with real-time presence.

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

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.

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.

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.