Support Desk

Overview

The Support Desk helps you manage customer inquiries and provide timely assistance.

Viewing Tickets

Ticket List

1. Go to Support in the sidebar
2. See all tickets with:
   • Subject
   • Status
   • Priority
   • Last updated

Ticket Statuses

Ticket Priorities

Managing Tickets

Responding to Tickets

1. Click on a ticket
2. Read the customer message
3. Type your response
4. Click Send Reply

Internal Notes

Add private notes visible only to your team:

1. Open a ticket
2. Click Add Note
3. Type internal note
4. Save

Assigning Tickets

Assign to team members:

1. Open a ticket
2. Click Assign
3. Select team member
4. Save

Changing Status

Update ticket status:

1. Open a ticket
2. Click status dropdown
3. Select new status
4. Save

Ticket Categories

Automation

Auto-Responses

Set up automatic replies:

1. Go to Support > Settings
2. Enable Auto-Response
3. Configure message
4. Save

Ticket Routing

Route tickets based on keywords:

1. Go to Support > Settings
2. Click Add Rule
3. Define keyword and assignee
4. Save

Reporting

Ticket Metrics

View support performance:

• Average response time
• Resolution rate
• Customer satisfaction
• Tickets by category

Exporting Reports

1. Go to Support > Reports
2. Choose date range
3. Export CSV or PDF

Best Practices

1. Respond quickly - Aim for < 24 hours
2. Be helpful - Provide clear solutions
3. Follow up - Ensure issue is resolved
4. Document solutions - Build a knowledge base
5. Track metrics - Monitor performance

Next Steps

• Set up auto-responses
• View ticket reports
• Manage team assignments