1.) Access Rights Configuration

Control helpdesk permissions by assigning specific rights to users based on their roles.

Navigation : Settings → Users & Companies → Users

2.) Helpdesk Tickets Dashboard

A centralized view for managing all helpdesk tickets efficiently. Managers can monitor requests, update details, and ensure smooth ticket resolution from one place.

3.) Advanced Ticket Search Options

Search and filter tickets using multiple criteria such as ticket ID, customer, team, status, or priority. This helps locate issues quickly and improves response time.

4.) Helpdesk Team Management

Create and manage helpdesk teams to organize support operations effectively. Teams can be structured based on departments, expertise, or service requirements.

5.) Assign Customer Contact to Ticket

Link customer contacts directly to tickets to maintain accurate communication and ensure proper tracking of customer issues.

6.) Ticket Type Configuration

Define different ticket types to classify support requests and service issues. This helps in routing tickets correctly and improving support efficiency.

7.) Subject Type Management

Organize ticket subjects to standardize issue descriptions and streamline issue handling across the support team.

8.) Ticket Tags Management

Use tags to label and organize tickets for easier filtering, grouping, and reporting of related issues.

9.) Ticket Stages Setup

Configure ticket stages to represent each step in the support workflow, helping teams track progress from creation to closure.

10.) Email Templates for Ticket Stages

Set up automated email notifications for different ticket stages. Notifications can be sent to customers and team members whenever a ticket status changes.

11.) Ticket Categories Management

Group tickets under predefined categories to classify issues clearly and support better reporting and analysis.

12.) Ticket Sub-Categories

Add sub-categories under main categories for more detailed classification of support requests and improved issue organization.

13.) Ticket Priority Levels

Define priority levels to ensure urgent issues receive immediate attention while maintaining an organized support queue.

14.) Customer Tickets in Portal

Allow customers to access and manage their helpdesk tickets directly from the portal, improving transparency and self-service.

15.) Customer Ticket List View

Customers can view all their submitted tickets in a single list, along with status updates and relevant details.

16.) Create Ticket from Customer Portal

Customers can submit new helpdesk tickets directly through the portal, making issue reporting quick and convenient.

17.) Track Ticket Status and Messages

Customers can follow ticket progress and exchange messages with the assigned support user, ensuring clear and continuous communication.

18.) Close Ticket from Portal

Customers can close their tickets once issues are resolved and provide a closing message or confirmation.

19.) Assign Team Head to Ticket

Helpdesk managers can assign a team head to a ticket to oversee resolution and ensure proper coordination.

20.) Team Head Approval and Notifications

Team heads can approve or cancel tickets and trigger automated email notifications when ticket stages are updated.

21.) Assigned User Ticket Management

Support users can view their assigned tickets and team details, helping them focus on relevant tasks and manage workloads effectively.

22.) Chat with Customer in Ticket

Built-in ticket communication enables direct messaging between support users and customers for faster issue resolution.

23.) Mark Ticket as Done

Support users can mark tickets as completed once the issue is resolved, signaling readiness for closure.

24.) Automatic Email on Ticket Completion

Email notifications are sent automatically to both customers and assigned users when a ticket is marked as done.

25.) Close Ticket After Resolution

Tickets can be formally closed once all actions are completed, keeping the helpdesk system clean and up to date.

26.) Add Closing Message to Ticket

Support users can add a closing note with resolution details or feedback to provide a professional conclusion.

27.) Additional Ticket Workflow View

An extended view of the ticket workflow highlighting smooth transitions between stages and assigned roles.

28.) Helpdesk Configuration Overview

A consolidated configuration view covering teams, categories, priorities, and workflows for complete helpdesk setup control.