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Version: 8.2

Helpdesk

Introduction

With the Helpdesk module, you can:

  • View tickets for yourself and your team;

  • Edit and create tickets.

From the Helpdesk menu, check out the following menus:

  • My tickets;

  • My team tickets;

  • Create a ticket.

Tickets

In the Tickets menu, you can search for a ticket using:

  • The reference;

  • The status;

  • The type.

You will also find a list of existing tickets.

On a ticket's page:

  1. Check the ticket status (Scheduled / In progress / Resolved) and the urgency level (Low / Normal / High).

  2. A percentage bar shows you the progress of the task.

  3. Edit ticket information: click on the pencil icon at the bottom right to edit the ticket.

When creating a ticket:

  1. Subject: enter the subject.

  2. Progress: indicate the progress of the task.

  3. Project: select a project.

  4. Customer: select a customer.

  5. Customer contact: select the customer contact.

  6. Type: select the type.

  7. Priority: indicate the priority.

  8. Start date / end date / deadline: enter the dates.

  9. Duration: enter the duration.

  10. Assigned to: assign the ticket to a user.

  11. User in charge: select the user in charge.

  12. Description: add a description.

  13. Create: click on the “Create” button to create the ticket.