Helpdesk & Ticketing System

Introduction

The Helpdesk tab in Settings/Advanced Settings/Workplace Services lets you configure the Helpdesk module according to your organization’s needs.

Contents

• Category Options
• Severity Options
• Priority Options
• Rules
• Reviewing Tickets
• Final

Category Options

Here, you can find a list of the Category options that members and teammates will have when creating a ticket. Below is a short description of the default options:

• Feedback - there is no issue, but a member would like to share their feedback and suggest improvements.
• Issue - the member would like assistance with something.
• Software - the member has an issue related to the software they are using in your space, such as the members portal.

More options can be added through the Add New Category button in a 3-step process:

1. Enter the Category Name.

2. Enable the Location(s) where the category applies, and enter the employees that will receive e-mail notifications.

3. View the Summary and click on Create Category to finish.

Any option can be edited at any time after creating a category. Use the Edit button underneath each category.

Severity Options

Here, you can find a list of the Severity options that members and teammates will have when creating a ticket. Below is a short description of the default options:

• Normal - the issue is problematic, but there is no rush toward resolving it.
• Restricted Operations - the member is prevented from working normally, but they can still continue their operations.
• Critical - the issue is preventing the member from continuing their work.

More options can be added from the Add New Severity button. A severity only has two fields:

• Label - the name of the severity option.
• Color - the highlight color of the severity.

Both of these options can be changed for any severity option at any time. Click on a severity option or choose Edit from the cogwheel menu to change them.

Priority Options

Teammates have Priority Options when creating or assigning a ticket. This is an internal status that the admin team can use to add another layer of prioritization.

More priority options can be added by navigating to Settings/Advanced Settings/Workplace Services and opening the General tab. There, you'll find the Priority Options section with the Add New Priority Option button. There are two settings:

• Label - the name of the severity option.
• Color - the highlight color of the severity.

Both of these options can be adjusted for any priority option at any time. Simply click on the option and make the changes.

Rules

The Rules section can be found in the General tab in Settings/Advanced Settings/Workplace Services of. It allows you to choose how many days a ticket can stay Pending for before it is automatically closed. If you leave the field blank, tickets will not change their status automatically.

Reviewing Tickets

Helpdesk tickets can be exported in .CSV spreadsheet file format from the Export button .