Helpdesk - customer support ticket handling

What is Helpdesk?

Helpdesk is a module for handling customer tickets. It allows for:

• creating and managing tickets
• embedding a widget on your website through which customers can submit tickets
• automatic email notifications for customers
• a public link to the ticket so the customer can track the status
• linking the ticket to tasks in the Organization module

How to enable the Helpdesk module?

1. Go to Settings → Modules
2. Find the Helpdesk module and activate it
3. After activation, the Helpdesk item will appear in the main menu
4. Click Helpdesk - a list of tickets will open
5. In the side menu, you will find links to Categories and Desks

Basic concepts

• Ticket - an issue reported by a customer or employee
• Desk - a service point with widget and email template configuration
• Category - type of ticket (e.g., “Technical Problem”, “General Question”)
• Widget - a form to be embedded on the customer’s site
• Internal Comment - a note visible only to employees
• Related Task - a task from the Organization module linked to the ticket

How to get started?

1. Create a Desk

Go to Helpdesk → Desks (link in the side menu) → New Desk.

Provide:

• Name - e.g., “Technical Support”
• Number Pattern - the format for ticket numbering, e.g., SUP-{{yy}}-{{mm}}-{{nr-m}}
• Mailbox - select the mailbox from which notifications will be sent

2. Create Categories

Go to Helpdesk → Categories → New Category.

Example categories:

• Technical Problem (red color)
• General Question (green color)
• Feature Request (purple color)

3. Configure Email Templates

In the desk settings, you can define:

• Email after ticket creation - sent to the customer when the ticket is accepted
• Email after adding a comment - sent when an agent replies to the ticket

Available variables in templates:

• {{ticket_title}} - ticket title
• {{ticket_url}} - link to view the ticket
• {{desk_name}} - desk name
• {{comment_content}} - content of the comment (only in the comment template)

Ticket Statuses

Status	Description
Open	New ticket, waiting for a response
In Progress	Employee is handling the issue
Pending	Waiting for a response from the customer
Resolved	Issue resolved, waiting for confirmation
Closed	Issue completed

Priorities

• Low - can wait
• Normal - standard order
• High - urgent
• Critical - requires immediate response

Numbering Patterns

You can customize the format of ticket numbers:

Pattern	Example	Description
{{nr}}	1, 2, 3...	Continuous numbering
TK-{{nr}}	TK-1, TK-2...	With prefix
{{yy}}-{{nr-y}}	26-1, 26-2...	Annual numbering
SUP-{{yy}}-{{mm}}-{{nr-m}}	SUP-26-02-1...	Monthly with prefix
F-{{yy}}-{{ww}}-{{nr-w}}	F-26-05-1...	Weekly numbering

Creating a ticket from an email

You can create a ticket directly from a received email:

1. Open the email in the Mail module
2. Click the dropdown menu (three dots)
3. Select Create Ticket
4. Fill in the details and optionally check Archive Email
5. Save

Linking tickets to tasks

Helpdesk tickets can be linked to tasks from the Organization module. This allows you to track work related to the customer’s ticket.

Creating a task from a ticket

1. Open the ticket in the operator panel
2. Click the Add Task button
3. The system will create a new task with the ticket title and automatically link it

Linking to an existing task

1. Open the ticket → click + Link Task
2. Search for the task by name
3. The selected task will appear in the list of linked tasks

The linking is bidirectional - the list of linked tickets is also visible on the task card. You can remove the link from both sides.

Integration with CRM

Tickets are automatically linked to customers in the CRM. On the customer card, you will see a list of their tickets.