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Helpdesk Management

Managing helpdesk tickets is essential for addressing user concerns and providing technical assistance, and as a Company Admin, you have complete control over ticket creation, tracking, and resolution.

30.1 Helpdesk Tickets List Page​

The helpdesk Tickets List page allows you to view and manage all helpdesk tickets from a centralized helpdesk interface.

  • Page Actions & Search: Click Create to add a new support ticket, use the search bar and click Search to find tickets, switch between list and grid views, adjust tickets per page using the dropdown, and click Filters to open advanced filtering options.
  • Filter Options: Filter tickets by Status (On Hold, In Progress, Closed), Priority (Urgent, High, Medium, Low), and Category (e.g., Technical Support), then click Apply to activate filters or Clear to reset them.
  • Ticket Table Information: The table displays Ticket ID, Title, Category, Status, Priority, Created By, and Actions.
  • Status badges: in progress (Yellow), closed (Gray), open (Blue).
  • Priority badges: urgent (Red), high (Orange), medium (Yellow), low (Green).
  • Action Options: Each ticket includes options to View (read-only) and Edit ticket details and status.

30.2 Create Helpdesk Ticket​

Use the Create Support Ticket form to add new tickets to the system.

  • Required Fields: Enter Title, Description using the rich text editor, select Category (e.g., Technical Support), and Priority (Low, Medium, High, Urgent; default: Medium).
  • Form Actions: Click Create to submit the ticket or Cancel to discard changes and close the form.