Help Desk & Tickets

When customers need help, the help desk keeps every request organised so nothing falls through the cracks. Each request becomes a ticket with an owner, a priority and a clear status.

Working a ticket

• Tickets can be raised by staff, or created automatically from an incoming support email or chat.
• Set a priority and assign an owner; automation can route and escalate for you.
• An SLA tracks how quickly you've promised to respond and resolve, so deadlines are visible.

With full context

Every ticket sits against the customer's record, so you see their history, past tickets and calls while you help. If they phone in, their caller card shows the open ticket right away.

Getting better

Help-desk analytics show resolution times, first-contact resolution and satisfaction, so you can see where to improve — and turn common answers into knowledge-base articles.