Open Helpdesk → Tickets to review the selected company's customer issues. Filter by status, priority, team, member, category, or source assistant as needed.
Watch Helpdesk in action
Learn how to route and own tickets, configure service targets, and collect customer feedback.
Watch: Ticket routing, service targets and Copilot.
See the service operations guide for the accompanying instructions.
Review a ticket
Watch: inspect calculated ticket deadlines (04:08).
Open a ticket to inspect its subject and description, priority and status, assignment and SLA information, customer/source details, previous tickets, and recent conversation context. Recorded feedback and AI Copilot guidance appear when available.
The related lists contain comments, activity, and notification deliveries. Use these records to understand what changed and whether an update was delivered.
Reply to the customer
- Open the linked conversation using Conversation when available.
- Select Take over chat and confirm. This pauses AI replies for that conversation.
- Use Reply to customer in the ticket's comments controls when you have permission.
- Review delivery status after sending.
Use Internal comment for team-only discussion and attachments. Check which action you selected before sending sensitive operational notes.
Return chat to AI resumes AI replies after confirmation. It does not change the ticket's owner or status.
Resolve and close
Watch: resolve with a factual note (05:38), then review the activity trail (06:21).
- Escalate requires a reason.
- Resolve requires a resolution note.
- Close is available for a resolved ticket and preserves ticket and audit history.
- Reopen returns an eligible resolved or closed ticket to open.
Actions are shown according to permissions and current state. The ticket resource does not offer deletion as its normal lifecycle action.
AI Copilot
Watch: generate and review ticket Copilot guidance (04:51).
Use AI Copilot to generate guidance attached to the ticket, such as a summary, priority suggestion, reply draft, or next actions. Review the guidance before acting. Generating advice does not itself send the suggested reply to the customer.
See Helpdesk setup and Helpdesk workflows.
Create, update and preview
Select an available Helpdesk, enter the subject/description and complete required custom fields. Priority, assignment and lifecycle edits have their own permissions. Existing field values are not a blanket grant to change them. Review updated status and activity after saving.
Open the connected conversation in the shared Large slide-over to keep the ticket in view. The conversation uses the available height with its own scroll area; close the panel to return or choose View full page. Customer/CRM shortcuts may be in a labelled secondary menu, while handover and the current resolution action remain visible where allowed.
Files and delivery evidence
Ticket and internal-comment files use private company storage. Downloads must still belong to the current authorized ticket/comment. Historic public paths are not retroactively made private merely by documenting this change. Check message delivery status and provider outcome separately from the saved comment/activity.
For phone access and the pending native action release, see Mobile Helpdesk.
Watch: Helpdesk in the mobile workspace. The lesson shows the recorded mobile release; consult the mobile guide for current action availability.
Queue views and service workspace
Use All tickets, Open, Unassigned, Overdue or Resolved to narrow the current permitted queue. Unassigned includes open tickets without a team or member. Overdue uses the existing first-response/resolution target rules and excludes resolved or closed tickets. Resolved includes closed tickets. These views preserve your current workspace and staff scope.
Issue previews and the resolution target help prioritize the queue. The ticket form places the issue and history alongside ownership, SLA and source context on wider screens, and stacks them on mobile web. Existing relation-manager tabs, customer conversation preview, internal notes and lifecycle actions remain available according to your permissions.
On desktop, assignment and SLA fields stay in the side panel. Expand Customer and source when you need recorded source information or custom data. The layout keeps the same native fields and save actions; it does not change which updates your role permits.
Receive a CRM sales handoff
An enabled CRM onboarding template can create an internal support ticket for an accepted, won sale. It requires a current primary contact, an authorized Helpdesk destination and valid required form values. The template may explicitly select a category, available team/member and optional SLA within the current permissions.
Review the created ticket, its ownership and implementation checklist through the ordinary ticket lifecycle. This path creates one case per accepted sale across retries; it does not automatically send customer messages or execute Helpdesk workflow actions. If the CRM handoff is blocked, review the enrollment and original destination instead of creating duplicate cases. See Sequences, onboarding and renewals.