Tickets
Tickets are the core element of the Helpdesk module. Each customer inquiry enters the system as a ticket with a unique number that can be tracked, assigned, and resolved.
Creating a Ticket
A ticket can be created in several ways:
- Manually — via a form in the panel
- From an email — linking an existing email to a ticket
- Through the widget — a customer submits a ticket from the website
Each ticket requires a title and is assigned to a specific desk.
Statuses
- Open — new ticket, requires action
- In Progress — someone is working on the ticket
- Waiting — awaiting customer response
- Resolved — ticket closed
Priorities
- Low — less urgent matter
- Normal — standard priority
- High — requires faster response
- Urgent — highest priority
Assignment
A ticket can be assigned to a specific person or group. Unassigned tickets are visible in the “To Assign” view on the desk.
Snooze
You can snooze a ticket until a specific date — it won’t appear on the active list until then. After the deadline passes, it automatically returns to the list.
Comments
You can add comments to a ticket — both public (visible to the customer) and internal notes (visible only to the team).
When a customer adds a comment to a ticket with “Waiting” status, the status automatically changes to “Open.” A comment on a closed ticket automatically reopens it.
Attachments
Files can be attached to tickets and comments — documents, screenshots, etc.
Linking to Tasks
A ticket can be linked to tasks from the Organization module — for example, to track the implementation of a fix reported by a customer.
Email Notifications
If a desk has a configured mailbox, the system can automatically send emails to the customer:
- When a ticket is created
- When a comment is added by the team
Email templates are configured in the desk settings.