Helpdesk · Reference

Screens and menus

Every Helpdesk menu entry and screen: where to find it, what it is for, what its list shows and which permission it needs.

Helpdesk > Tickets

Dashboard

Helpdesk > Tickets > Dashboard

What it is for

Team dashboard, agent workload and transfer/escalation analytics

List: columns and filters

Filters: Team (All teams or one), Period (Last 7/30/90/365 days). Tiles: Open Tickets, Unassigned, Critical, SLA Risk, SLA Breached, Escalated, Transferred In, Transferred Out, Waiting Other Team, Waiting Vendor, Avg Response, Avg Resolution. Agent Workload table (Agent, Open, High, Critical, SLA Risk, Overdue, Availability). Analytics KPIs and bar lists (Tickets by Team, Teams Receiving Most Transfers, Top Escalation Reasons, Top Transfer Reasons)

Buttons and actions

Click a tile opens its queue; Run SLA check

Permission needed

helpdesk.view (dashboard, workload); helpdesk.history (analytics); helpdesk.manage (Run SLA check)

All Tickets

Helpdesk > Tickets > All Tickets

What it is for

Every ticket of the company that was not merged into another

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown)

Buttons and actions

New Ticket, open a ticket card, previous/next ticket pager

Permission needed

helpdesk.view

My Tickets

Helpdesk > Tickets > My Tickets

What it is for

Open tickets assigned to me

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown); queue = mine (open statuses only)

Buttons and actions

As S-02

Permission needed

helpdesk.view

My Team

Helpdesk > Tickets > My Team

What it is for

Open tickets owned by any team I am an active member of

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown); queue = my_team

Buttons and actions

As S-02

Permission needed

helpdesk.view

Unassigned

Helpdesk > Tickets > Unassigned

What it is for

Open tickets with no agent

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown); queue = unassigned

Buttons and actions

As S-02

Permission needed

helpdesk.view

Helpdesk > Queues

Escalated

Helpdesk > Queues > Escalated

What it is for

Open tickets above L1 (L2, L3, Manager, Vendor, Executive)

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown); queue = escalated

Buttons and actions

As S-02

Permission needed

helpdesk.view (menu hidden when the 'SLAs and escalation' feature is off)

SLA Risk

Helpdesk > Queues > SLA Risk

What it is for

Open, not paused tickets past 80% of the resolution window but not yet due

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown); queue = sla_risk

Buttons and actions

As S-02

Permission needed

helpdesk.view (menu hidden when the 'SLAs and escalation' feature is off)

Overdue

Helpdesk > Queues > Overdue

What it is for

Open, not paused tickets past their resolution due time

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown); queue = overdue

Buttons and actions

As S-02

Permission needed

helpdesk.view

Waiting Internal

Helpdesk > Queues > Waiting Internal

What it is for

Tickets in status Waiting Internal

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown); queue = waiting_internal

Buttons and actions

As S-02

Permission needed

helpdesk.view

Waiting Vendor

Helpdesk > Queues > Waiting Vendor

What it is for

Tickets in status Waiting Vendor

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown); queue = waiting_vendor

Buttons and actions

As S-02

Permission needed

helpdesk.view

Recently Updated

Helpdesk > Queues > Recently Updated

What it is for

All tickets, most recently changed first

List: columns and filters

Ticket workspace: left card list (number, subject, priority chip, status chip, 'Transfer pending' chip, red 'SLA' chip when breached, requester, created date); search box (number, subject, requester, reference no., serial number); queue tabs All / My Tickets / Unassigned with counts; filter button shows New, My Team, Escalated, Waiting Internal, Waiting Vendor, SLA Risk, Overdue, Recently Updated with counts; 8 cards per page, page buttons (first 7 pages shown); queue = recent

Buttons and actions

As S-02

Permission needed

helpdesk.view

Any queue > open a ticket / New Ticket

Ticket record

Any queue > open a ticket / New Ticket

What it is for

One ticket: header (number, subject, priority, status, level chips), stage rail New > Assigned > In Progress > Waiting Customer > Resolved > Closed, tabs and the right rail (Requester, SLA gauge, Ownership, Linked Records, Quick Actions)

List: columns and filters

Tabs: General (Ticket Information, Additional Information, Resolution), Messages, Activities, Work Orders, Related Records (links, escalations, vendor escalations), Approvals, Time & Cost, History (hand-off log)

Buttons and actions

Save, Add Note, Reply, Assign, Transfer Team, Escalate, Create Work Order, Merge; More: Escalate to vendor, De-escalate, Add collaborating team, Return to previous team, Log time, Print ticket; pending transfer banner: Accept, Reject, Cancel transfer; Quick Actions: Add Task, Create Work Order, Link to Sales Order, Link to Asset, Log Time, Print, Return

Permission needed

helpdesk.view (open), helpdesk.create (new), helpdesk.edit (save, status, reply, note, subtask, link, time, merge), helpdesk.assign, helpdesk.transfer, helpdesk.transfer.accept, helpdesk.escalate, helpdesk.escalate.manager, helpdesk.escalate.vendor, helpdesk.deescalate, helpdesk.collaborator, helpdesk.history

Ticket record > action buttons

Ticket dialogs

Ticket record > action buttons

What it is for

Transfer team, Escalate, De-escalate, Escalate to vendor, Assign, Add collaborating team, Add task / Create work order, Merge, Link a record, Log time, Reply, Add internal note, Reject transfer, Return to previous team

List: columns and filters

Each dialog: fields, Cancel and a submit button; server refusal shown next to the field

Buttons and actions

Submit (Transfer, Escalate, De-escalate, Assign, Add, Create, Merge, Link, Log, Send reply, Add note, Reject, Return)

Permission needed

As the action (see S-12)

Helpdesk > Configuration

Teams

Helpdesk > Configuration > Teams

What it is for

Support teams: manager, default SLA, assignment method, transfer acceptance

List: columns and filters

Code, Team, Type, Assignment, Transfers in, Active (no search, filter or paging)

Buttons and actions

New, Edit, Members (dialog: Person, Role, Open tickets, Active, Remove; Add a person + role + Add)

Permission needed

helpdesk.configure

SLA Policies

Helpdesk > Configuration > SLA Policies

What it is for

Response and resolution targets, coverage and pause rules

List: columns and filters

Code, Policy, First response, Resolution, Coverage, Pauses on internal wait

Buttons and actions

New, Edit

Permission needed

helpdesk.configure

Routing Rules

Helpdesk > Configuration > Routing Rules

What it is for

IF conditions THEN team / agent / priority / SLA, in sequence

List: columns and filters

Seq., Rule, Conditions, Team, Stops, Active

Buttons and actions

New, Edit (rule editor dialog)

Permission needed

helpdesk.configure

Escalation Chains

Helpdesk > Configuration > Escalation Chains

What it is for

A team's or a category's ladder of escalation levels

List: columns and filters

Code, Chain, Team, Category

Buttons and actions

New, Edit, Levels (dialog: Level, Team, Person, At SLA %, Mode, Remove; Add level; Save)

Permission needed

helpdesk.configure

Helpdesk Types

Helpdesk > Configuration > Helpdesk Types

What it is for

IT Support, HR, Facilities, Product Service...

List: columns and filters

Code, Type, For, Active

Buttons and actions

New, Edit

Permission needed

helpdesk.configure

Categories

Helpdesk > Configuration > Categories

What it is for

Categories and subcategories (a category under another)

List: columns and filters

Code, Category, Under, Type

Buttons and actions

New, Edit

Permission needed

helpdesk.configure

Skills

Helpdesk > Configuration > Skills

What it is for

Skills used by skill-based assignment

List: columns and filters

Code, Skill

Buttons and actions

New, Edit

Permission needed

helpdesk.configure (menu hidden when 'Skills and workload routing' is off)

Applications > Helpdesk

Helpdesk features

Applications > Helpdesk > Features

What it is for

Company switches: Tickets, teams and queues (always on); SLAs and escalation; Skills and workload routing

List: columns and filters

Switch, label, help text

Buttons and actions

Turn on/off, Propose / approve (shared app configuration flow)

Permission needed

Company administrator (app configuration)

Helpdesk field settings

Applications > Helpdesk > Fields

What it is for

Ticket reference no., Requester department, Ticket location, Serial number: hidden / optional / required / read-only

List: columns and filters

Field, record (Ticket), mode, help

Buttons and actions

Change mode, Propose / approve

Permission needed

Company administrator (app configuration)