Helpdesk
Helpdesk handles internal support requests: IT issues, facilities problems, HR queries, or anything else that needs to go to the right person and get tracked through to resolution.
What you can do
- Tickets: raise, categorize, prioritize, and resolve internal support requests.
- Knowledge Base: self-serve articles staff can check before raising a ticket.
- SLA: response and resolution time targets by priority level.
- Assets: track IT equipment tied to support requests.
Use case: submit and track a support ticket
1
Navigate to Helpdesk > Tickets and click New Ticket.
2
Write a title and description, then pick a category (Hardware, Software, Network, Access, or Other) and a priority (Low, Medium, High, or Critical).
3
Choose who can see it: All Staff, or a specific team, then submit.
The ticket lands in the Helpdesk Tickets list with an Open status. An admin or support agent updates its status as they work it, moving it through In Progress to Resolved, and can assign it to a specific agent. Open Helpdesk > Tickets at any point to check a ticket's current status, priority, and who it's assigned to. Ticket counters at the top of the page (Total, Open, In Progress, Resolved) give a quick read on where things stand.
SLA policies
Admins can define SLA policies under Helpdesk > SLA to set response and resolution time targets by priority level.