Helpdesk

Shared

Here you handle support requests as tickets, from arrival via email, portal or chat through to resolution.

What you do here

In the inbox you see the queue on the left (subject, requester, status, priority, channel) and the message thread on the right. You reply to the requester, leave team-only hints via 'Internal note', assign tickets and set status and priority. Create new tickets via 'New ticket'.

Status and deadlines

The status shows where a ticket stands: Open, Pending, Waiting, Solved or Closed. Watch 'SLA due' in the detail view, it warns when the deadline is within one day or already passed.

Tips

The list is sorted by last message, newest on top. Internal notes are never visible to the customer, who only sees their own tickets in the portal. If the Contacts module is present, you can link the requester to a contact.

What you can do here

✓Inbox
✓Ticket
✓New ticket
✓Edit
✓Delete
✓Reply
✓Internal note
✓Assign

Build it in the configurator →

Helpdesk

Live preview — real view with sample data