Help Desk Ticket Guide
The Help Desk module lets you manage support requests as structured tickets with statuses, priorities, categories, and agent assignments.
Creating a Ticket
- Navigate to Help Desk > Tickets in the sidebar.
- Click Add.
- Enter the ticket subject and description.
- Select a requester (an existing contact or user in your account).
- Choose the channel (Email, Web, Phone, Chat, or Internal).
- Set the priority (Urgent, High, Medium, or Low), category, and optionally a due date.
- Optionally assign an agent and add tags.
- Click Save.
Each ticket receives a unique reference number (e.g., TKT-001) for easy identification.
Ticket Statuses
Tickets progress through six statuses:
- Open: New or reopened tickets awaiting attention
- Pending: Waiting for customer response (pauses the SLA clock)
- In Progress: Actively being worked on by an agent
- On Hold: Temporarily paused for external reasons (pauses the SLA clock)
- Resolved: Solution provided, awaiting confirmation
- Closed: Ticket completed and archived
Categories
Organize tickets by category to help with routing and reporting: General, Billing, Technical, Account, Feature Request, Bug Report, and Other.
Channels
Track the origin of each request: Email, Web, Phone, Chat, or Internal.
Assigning Agents
Assign a ticket to a team member from the ticket detail page or during creation. The assigned agent receives a notification and the ticket appears in their workload. You can reassign tickets at any time from the edit page.
Conversation Thread
The ticket detail page shows a threaded conversation with three message types:
- Replies: Public messages visible to both agents and the requester via the portal
- Internal Notes: Private messages visible only to agents, useful for collaboration
- System Messages: Automated entries for status changes, merges, and lifecycle events
Replies and notes support file attachments up to 10 MB per file. Agents can download or preview image attachments directly in the conversation view.
When an agent sends a public reply, the requester receives an email notification with a link to the requester portal where they can view and respond to the conversation.
Filtering, Searching, and Presets
Use the token search bar to filter tickets by status, priority, category, channel, assigned agent, tags, date range, or SLA status. Search by subject to find specific tickets quickly.
Built-in presets provide quick 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
Bulk Operations
Select multiple tickets from the list and perform bulk updates to status, priority, category, or assigned agent. You can also bulk delete tickets. The mass update dialog lets you change multiple fields at once.
Export
Export your filtered ticket list to CSV or PDF for reporting and offline review.