Helpdesk Overview

The Helpdesk is designed around the complete lifecycle of a customer request.

A request usually enters the system as a ticket, is assigned to the appropriate team or agent, moves through a defined workflow, and is eventually resolved and closed.

Core areas

Tickets

Tickets are the primary records used to manage customer questions, incidents, requests, complaints, and other service interactions.

Contacts and Companies

Contacts represent individual people. Companies group contacts that belong to the same customer organization.

Activities

Activities include tasks, calls, and events related to customer work.

Knowledge Base

The Knowledge Base stores reusable information such as procedures, troubleshooting guides, FAQs, and internal documentation.

Customer Portal

The Customer Portal allows customers to access permitted self-service resources and interact with their support requests.

Automation

Automation reduces repetitive work by responding to events, conditions, assignments, and time-based triggers.

Analytics

Dashboards and reports help managers and agents understand workload, ticket trends, SLA performance, and service outcomes.

Permissions

Not every user sees every function. Access is controlled by roles, permissions, teams, and organizational configuration.