The Helpdesk hosts all user communication, including all Feedback and No Match Tickets—all in one location. To navigate to the Helpdesk, click the Inbox icon located in the upper left-hand corner of the Console in the blue navigation bar.
The Helpdesk offers three views for users to choose from. Within the Tickets tab, users can select Table View or Ticket Detail. There is also a Board view which arranges all tickets in a Kanban-style view.
The Ticket Detail view is divided into three main sections: Ticket List, Detail Overview Screen & Ticket Details.
All user Inquiry and Feedback Tickets will appear in the Ticket List. The Ticket List is located on the left side of the Capacity Console and is designed to help Agents quickly locate tickets.
This area of the Helpdesk will show a high level overview of the ticket information including the Ticket name, Time/Date created, Status and Assignee.
Detail Overview Screen
The majority of an Agent's time will be spent in the Detail Overview Screen. This section of the Helpdesk is located in the center of the Helpdesk console. This is where you will complete any task or action needed to resolve the ticket.
There are two main areas of the ticket overview:
- Description: This is where you can discover what the user is trying to accomplish with the ticket.
- Tasks: This is where you are able to update stored information/answers related to the ticket.
Ticket details includes all information related to the status of a ticket. Ticket details are located in the panel on the right-hand side of the Helpdesk Console.
Ticket details can be set by default during ticket creation in the Guided Conversation. Click here to see more details on this process.
Ticket status allows you to keep track of the progress of your ticket. The following ticket statuses are available:
- To Do
- In Progress
- To learn how to create the Transition Graphs for the Help Desk, click here.
Set a priority for each ticket that is created. The following priorities are available:
Assign to gives Agents the option to assign tickets to an individual in their organization. Individuals assigned a ticket will receive an email alert to notify them of the new ticket.
Tickets are organized by project. Change the project using the drop down in the ticket. To create new or edit existing projects for your organization, view this support document on projects.
Assign a due date to the ticket using the calendar pop up.
For authenticated interfaces (authenticated concierge, 3rd party chat interfaces, and admins), the user who filed the ticket will be populated as the reporter of the ticket. This is a read-only field.
Ticket history shows the history of the ticket.
Filters enable Agents to display inquiries by their status, helping them quickly locate any inquiries that need attention.
You can filter your view using the following options:
- Search: Type in a keyword to find a specific ticket
- Project: Tickets are organized in projects
- Status: To Do, In Progress, Done, Dismissed
- Assignee: The Agents assigned to the ticket
- Reporter: The user who filed the ticket (this is only available for authenticated interfaces)
- Tags: Freeform tags can be assigned to tickets
- Priority: Trivial, Low, Medium, High, Critical
The board view provides a Kanban-style view of all tickets. When you click on a ticket in this view, it will open up the Ticket Detail view in a new tab. If you wish to update the status of a ticket, you can do so by dragging and dropping it into the desired status column on your board. You can also search for a ticket using the keyword search feature at the top of the board view screen.
Board settings provide the ability to edit the board view for your org. Board settings can be accessed through the menu in the top right corner of the board view screen. After updating the board view, remember to click the Save Changes button in the top right corner.