View, manage and reply to tickets
Replying is where support happens; managing is the queue discipline around it. Both are permissioned, so a specialist can answer without being able to reorganise the queue.
/
Helpdesk
Helpdesk is customer tickets and the knowledge base that answers them — the two halves of support, kept together so that a question answered twice becomes an article once.
Try it in the demosupport · 2 tasks
Before you start
- A route in: decide whether tickets arrive by mail, by live chat, or both.
What Helpdesk does
Tickets from customers, and the knowledge base that answers them.
Maintain the knowledge base
Reading and maintaining are separate rights. Write the article the second time you answer something, not the fifth.
What it claims to do
The capability list this guide is written against, unabridged. Nothing above adds to it.
Helpdesk on the Services page- View, manage and reply to tickets
- A knowledge base, read and maintained separately
Where it connects
The modules Helpdesk hands work to, or takes it from. Most problems that look like one module are a handover between two.