Helpdesk

The Helpdesk module empowers users to efficiently manage customer support by centralizing ticket management, streamlining responses, and integrating directly with the email inbox.

Overview

The Helpdesk dashboard is divided into three distinct columns:

• Open: Displays all new tickets and ongoing conversations that require attention.
• Answered: Shows tickets that have been replied to by the support team.
• Closed: Contains tickets that have been resolved or marked as complete.

Each ticket displays the subject, client email address, timestamp of the initial inquiry, status, and assigned priority.

Key Features

From the dashboard, users can perform several actions:

• 📌 Pin Tickets – Keep high-priority tickets at the top.
• 📝 Add Internal Notes – Collaborate internally without notifying the client.
• 📄 Add Ticket Summaries – Summarize conversations for quick reference.
• 🔄 Handover Tickets – Reassign tickets to other team members.
• ⏸️ Snooze Tickets – Temporarily delay work on selected tickets.

Ticket Management Options

Located on the left panel of the Helpdesk:

• Prioritize Tickets – Assign priority levels: Urgent, Top, Medium, Low.
• Update Status – Switch status between Open, Answered, and Closed.
• Tag Tickets – Use tags like Awaiting from customer, Escalated, Pending, etc., for better categorization.

Filters and Sorting

Use advanced filters on the top-left of the dashboard to:

• Filter tickets by creation date, SLA, status, and more.
• Quickly locate and manage tickets based on current workload or deadlines.

Individual Ticket View

Clicking a ticket opens its full thread, where you can:

• View the entire conversation.
• Add notes, summaries, or reassign the ticket.
• Reply to the customer directly from the Helpdesk.

Emails are sent using the credentials configured in the APPs menu, maintaining consistency and professionalism across support interactions.