Skip to main content

Try Helpdesk

This guide will introduce you to the helpdesk functionality and help you get started with ticket management and support operations.

Helpdesk Basics​

What is the Helpdesk?​

  • Overview of the helpdesk functionality
  • Key components and features
  • Benefits of centralized ticket management
  • Integration with other platform modules

Helpdesk Interface​

  • Navigation layout
  • Main dashboard components
  • Ticket management area
  • Analytics and reporting sections
  • Screenshot of the main helpdesk interface

Creating Your First Ticket​

Ticket Creation Methods​

  • Manual ticket creation process
  • Email-to-ticket conversion
  • Virtual agent ticket creation
  • Service portal ticket submission
  • Screenshot of ticket creation form

Ticket Fields​

  • Standard and required fields
  • Custom field options
  • Priority levels explanation
  • SLA configuration basics
  • Category and subcategory setup

Ticket Attachments​

  • Supported attachment types
  • Size limitations
  • Secure attachment handling
  • Screenshots of attachment process

Managing Tickets​

Ticket Assignment​

  • Manual assignment process
  • Automatic assignment rules
  • Load balancing options
  • Self-assignment workflow

Ticket States​

  • Default ticket lifecycle states
  • Customizing ticket states
  • State transition rules
  • SLA impact of different states

Adding Comments​

  • Internal notes vs. customer replies
  • Rich text formatting options
  • @mentions and team collaboration
  • Comment visibility settings

Ticket Resolution​

  • Resolution process overview
  • Solution documentation
  • Knowledge article creation from tickets
  • Customer satisfaction surveys

Testing the Helpdesk​

Creating Test Tickets​

  • Setting up test scenarios
  • Simulating different ticket types
  • Testing priority assignment
  • SLA tracking verification

Agent Workflows​

  • Testing assignment process
  • Response workflows
  • Escalation procedures
  • Manager oversight options

Reporting​

  • Basic ticket reports
  • Agent performance metrics
  • SLA compliance tracking
  • Custom report creation

Integration with Other Modules​

Knowledge Base Integration​

  • Suggesting articles during ticket resolution
  • Creating knowledge from ticket solutions
  • Knowledge search within tickets

Virtual Agent Integration​

  • Automatic ticket creation from conversations
  • Agent handoff process
  • Conversation context preservation

Best Practices​

Ticket Organization​

  • Effective categorization strategies
  • Tag usage recommendations
  • Priority assignment guidelines
  • SLA configuration tips

Agent Efficiency​

  • Quick response templates
  • Keyboard shortcuts
  • Parallel ticket handling techniques
  • Workload management tips

Next Steps​

After familiarizing yourself with the helpdesk basics, consider:

  1. Setting up custom ticket fields
  2. Creating ticket automation rules
  3. Designing custom ticket views
  4. Configuring notification templates

Troubleshooting​

Common Issues​

  • Ticket assignment problems
  • Email processing failures
  • Attachment errors
  • Report generation issues

Getting Help​

  • Support resources for helpdesk functionality
  • Community forums
  • Feature request process