Helpdesk
A ticket is a request that needs an answer: a fault, a question, a complaint.
Where tickets come from
| Source | How |
|---|---|
| A form on the website | A form with a ticket action |
| The customer portal | A signed-in customer opens one |
| A watched shared mailbox turns messages into tickets | |
| Staff | Created directly in the ERP |
Email to ticket
Point the helpdesk at a shared mailbox and every message that arrives becomes a ticket, with the conversation attached.
Only a shared mailbox, never a personal one
The platform refuses a personal mailbox for this, and the refusal is the feature. A personal mailbox turned into a ticket queue publishes somebody's private correspondence to the whole team the moment an unrelated mail arrives.
Working a ticket
A ticket has a state, a priority, an assignee and a customer. Replies go out as email from your organization's own address and are kept on the ticket, so the history is one thread rather than several people's inboxes.
Categories and priorities
Vocabularies, like everything else — yours to define, seeded with sensible defaults.
Knowledge base
Answers that keep repeating belong in the knowledge base rather than in another reply. Articles are content, searchable publicly or privately, and readers can say whether an article helped.
That feedback is deliberately thin: it records that somebody found the article useful and nothing about who they are. A rating widget is not a reason to start processing personal data.