Set Up Your Help Desk

The help desk keeps every support request in one list, with a number, an owner, a priority and a full conversation. Customers, candidates, client companies and your own staff can all raise tickets, and every reply you send is emailed to them.

Before you start

If you cannot see Help Desk in the sidebar, open Settings from the gear icon in the top bar, choose Application Settings and switch on Enable Help Desk.

Set it up

1. Check your categories

   Open Help Desk, then choose Categories from the options menu. Your help desk starts with a set of categories such as bug reports and feature requests. Add your own, rename them or drag them into order.

2. Set your response targets

   Choose SLA Targets from the options menu. For each priority, low, medium, high and urgent, enter how many hours your team has to send the first reply and to resolve the ticket. Hours count around the clock from when the ticket is raised, and 0 means that target is not tracked.

3. Decide where tickets come in

   Tickets can arrive from several places:

   • Portals. Customers, candidates and client companies with a portal login can raise tickets and reply from their portal.
   • Your staff. Team members raise their own tickets from My Support Tickets, even without access to the help desk itself.
   • Your website. Add a ticket form block to a page made with the website builder and visitors can raise tickets without logging in.
   • You. Log a ticket for someone who phoned or emailed with New Ticket.

Log a ticket for someone

1. Choose who it is for

   Select Add, pick whether they are a customer, candidate, company or employee, then choose the person.

2. Describe the problem

   Enter a Subject and a description. As you type the subject, Articles that might help suggests knowledge base articles that may already answer it.

3. Set the category, priority and owner

   Choose the category and priority, assign it to someone and select Create Ticket. The person it is assigned to is emailed.

Work the tickets

Every ticket shows when its first reply and resolution are due, due soon or overdue, so the team knows what to pick up next. Switch to the Pipeline view to see tickets by stage, and save the filters you use most as your own views.

• Reply on the ticket and the person who raised it gets your reply by email.
• Add an internal note to share something with your team. The person who raised the ticket never sees it.
• Change the status as you go: open, in progress, resolved and closed.

For more on the help desk, see Help Desk.