What the Help Desk is for

The Help Desk is your built-in support system. It turns customer questions — however they arrive — into tickets you can track, assign, reply to, and resolve, so nothing slips through the cracks. You'll find it in the left menu under Help Desk → Tickets.

The ticket lifecycle

Every request moves through clear statuses, shown as a coloured badge on each ticket:

• New — just arrived, not yet picked up.
• Open — being worked on.
• Pending — waiting on the customer.
• Resolved — you've sorted it; the customer can confirm or reply to reopen.
• Closed — finished.
• Merged — folded into another ticket that's really the same issue.

Creating and finding tickets

1. Go to Help Desk → Tickets to see every ticket, with its number, subject, status, priority, source, and who it's assigned to.
2. Use the filter row at the top of the list to narrow things down, and the export button to download the list.
3. To raise one yourself, click New ticket, fill in the Subject, Description, Priority and Tags, then Create.

Working a ticket

Click a ticket number to open it. The header shows its status, priority and source, and the tabs let you do everything in one place:

• Overview — read the description and details, and use Edit to change the subject, category, priority or tags.
• Messages — type a Reply to the customer, or tick Internal to leave a note only your team can see, then Send.
• Assign — hand the ticket to a person or a team.

The Actions menu on the ticket lets you Resolve, Close a resolved ticket, or Reopen one if the customer comes back.

Response times at a glance

Each ticket shows an SLA Status panel with its First response due and Resolution due times. If a target is missed, the time turns red with a warning icon — so you always know what needs attention first. You set these targets under Help Desk → Tickets → Settings (gear) → SLA Policies.

Set yourself up to reply faster

From the same Help Desk settings you can create teams, ticket categories with a default priority, and canned responses — ready-made replies for questions you answer often. Tip: a few good canned responses save real time on busy days.