Working tickets (your team)

  1. 1Open Helpdesk from the sidebar. Use the board to see tickets by stage, or the list view.
  2. 2Open a ticket to read the conversation. Set its priority, assign it to a teammate (they get notified), and move it through the stages.
  3. 3Reply to the customer, or add an internal note — internal notes stay visible to your team only, never to the customer.
  4. 4Create a support ticket yourself (e.g. from a phone call) with New ticket — a support ticket is how every customer request is tracked here, from first message to resolution.
In Helpdesk → Settings you set resolution SLA hours per priority (tickets show an "Overdue" badge once past their deadline), auto-assign new tickets to a teammate, and save canned replies your agents can insert with one click.
Forward your support inbox to the webhook shown in Settings and emails become tickets automatically. Overdue tickets are escalated once a day — managers and the assignee are notified.

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