Helpdesk overview
Helpdesk collects customer requests (issues) from email, forms and the web shop and lets your team answer, assign and close them. It is used by support and sales staff.
Open it from the Helpdesk group in the left menu.
What is in this section
| Page | What it does |
|---|---|
| Helpdesk | The issue list: open, assigned and closed tickets with filters and search. |
| Statuses | Issue statuses and the emails sent when a status changes. |
| Issue boards | Kanban boards that group issues by status or team. |
| Closed report | How many issues were closed per period and per agent. |
| Reply templates | Canned replies grouped by category. |
| SMS | Send and log text messages to customers (Other modules → SMS). |
| Email templates | Emails sent to customers from tickets. Email templates, Email template configuration |
Related
- Companies overview — the customers behind the tickets
- Projects and time overview — turning issues into tasks
- Reports overview