Helpdesk
Here you handle support requests as tickets, from arrival via email, portal or chat through to resolution.
Live preview — real view with sample data
M23 · Helpdesk
| Subject | Requester | Status | Priority | Channel | Last message |
|---|---|---|---|---|---|
| Item 4 | Meyer GmbH | In progress | Done | Reviewed | 08/06/2026 |
| Entry 5 | Kraus Logistik | Done | Reviewed | Open | 19/06/2026 |
| Record 6 | Bauer & Co. | Reviewed | Open | In progress | 30/06/2026 |
| Item 7 | Wolf Spedition | Open | In progress | Done | 11/07/2026 |
| Entry 8 | Roth Handel | In progress | Done | Reviewed | 22/07/2026 |
Not a screenshot: the same interface you get in production.
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.
SLA, groups and macros
Deadlines come from SLA policies per priority (optionally per group): first response within X, resolution within Y – counted in business hours with holidays, not clock hours. In status 'Waiting for customer' the clock pauses. Tickets land in groups/queues (Tech, Billing, First level) the team pulls from. Macros save time: a standard reply plus a status change in one step; the placeholders {{name}} and {{ticket_number}} are replaced on insert. Maintain SLA policies, groups and macros in their dedicated lists (needs the configure role).
Law & data protection
Internal notes are hidden from the customer but fall under the right of access (Art. 15 GDPR) where they contain personal data – keep them factual. Ticket histories are often business correspondence and must then be retained for six years (§ 257 HGB, § 147 AO); individual cases can be de-personalized on request via 'Anonymize' without destroying the record. Businesses with more than ten employees must state whether they take part in consumer dispute resolution (§ 36 VSBG) – put the notice in the signature/portal. The former EU ODR link was discontinued on 2025-07-20. A helpdesk is not a whistleblower channel under the German HinSchG.
What's inside
- Inbox
- Ticket
- New ticket
- All tickets
- SLA policies
- SLA policy
- Groups & queues
- Group / queue
- Macros
- Macro
- Anonymise (Art. 17 GDPR)
- Reply
- Internal note
- Assign group
- Link contact
- Set status
- Set priority
- Mark solved
- Reopen
- Link to parent case
- Merge into
- New SLA policy
- Edit SLA policy
- Delete SLA policy
- New group
- Edit group
- Delete group
- New macro
- Edit macro
- Delete macro
Fits together with
Other blocks from the same area.
Notifications
The notification center gathers all in-app notices in one place – unread first, cleared with a single tap.
M21Blog
Run one or more blogs/channels for company news, take posts through an editorial workflow from draft to publication, maintain them in several languages, and deliver them internally or as a public feed.
M22Chat
Talk to your team here — in topic channels, in a colleague's thread, or one to one.
M24Contacts
A shared directory for all important contacts – people and organizations, internal, workshop, customers, authorities and emergency. With one-tap dialing, multiple channels per contact and a communication history.