Helpdesk Overview
The Helpdesk module manages customer support tickets from receipt through to resolution. It supports multiple teams, SLA policies, and customer satisfaction tracking.
What the Helpdesk module does
Helpdesk gives your support team a structured queue of customer issues — called tickets. Tickets can arrive by email, web form, customer portal, or manual entry. They are assigned to agents, tracked through stages, and resolved within SLA deadlines. All communication with the customer is logged on the ticket. Reports show response times, resolution rates, and customer satisfaction.
Helpdesk teams
Tickets are organised by Helpdesk Team — each team can have its own stages, SLA policies, email alias, and members. Create separate teams for different support functions — e.g. "Technical Support", "Billing Queries", "Customer Service". Tickets are routed to the appropriate team based on the submission channel or manual assignment.