Helpdesk

Helpdesk organizes customer issues into tickets with ownership, priority, status, service targets, and an activity history. Access to each Helpdesk screen depends on your workspace permissions.

Set up a helpdesk

Open Helpdesk → Settings and configure:

1. General: name, ticket prefix, default status and priority, and active state.
2. Customer messages: ticket-created, resolved, and feedback wording. Select an editable ticket WhatsApp Form when required.
3. Business hours: timezone, working days, start, and end.
4. Categories, SLA policies, and custom fields: add the classifications and targets your team needs through the related lists.
5. Automatic routing rules: select a team and optional priority, category, channel, and keyword conditions.
6. Integrations and notifications: configure only the destinations your team uses and test them.

The settings also provide an acceptance deadline, resolved-ticket auto-close interval, and customer feedback settings. Check the actual due dates and workflow behavior with a test ticket before relying on them operationally.

Teams and members

Create members under Helpdesk → Members, then organize them under Helpdesk → Teams. Teams offer manual, round-robin, or least-loaded routing. Review member status, availability, timezone, team membership, and notification preferences.

Helpdesk team/member records are separate from company membership and workspace roles. A Helpdesk member record does not replace an invitation granting workspace access.

Daily work

Use Tickets to review and respond to issues. Use Helpdesk workflows for supported automated actions. The Helpdesk dashboard provides a summary for the selected company; confirm individual tickets when investigating a metric.

See Team Members for workspace access and Inbox for the connected customer inbox.