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عالعربية

User manual

Ticketing & Helpdesk

Every support request, from your support page, WhatsApp, phone or email, is logged as a ticket with an owner and a deadline, so no customer is lost and no request is forgotten.

One support desk for all your customers' requests, each with an owner and a deadline, plus a public support page and knowledge base, and a dashboard showing targets met and each person's workload.

15 tasks

What the system does

  • Tickets
  • Conversation
  • Service level agreement
  • A public support page for each company
  • Knowledge base
  • Notifications
  • Support dashboard
  • Working offline

Tasks

How do I monitor helpdesk KPIs via the dashboard?

  1. Open the Helpdesk dashboard page.
  2. Review real-time metrics: open tickets, pending tickets, tickets nearing SLA breach, first response time, and mean time to resolve (MTTR).
Screen
Tickets & Support › Support dashboard
Permission needed
Support — dashboard / View

How do I manually create a new support ticket for a customer?

  1. Navigate to Support tickets.
  2. Click the Create new ticket button.
  3. Select customer, ticket subject, category (technical issue, billing inquiry, feature request), and priority level (low, medium, urgent, critical).
  4. Enter detailed issue description, attach screenshots or files, then click Save ticket.
Screen
Tickets & Support › Tickets · Create
Permission needed
Support — tickets / Add

How do I view conversation history and details for a ticket?

  1. In the Support tickets table, search by ticket number or customer name.
  2. Click Show to open the chronological conversation thread, reply history, and attachments.
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Tickets & Support › Tickets · View
Permission needed
Support — tickets / View

How do I reply to a customer inquiry on a ticket?

  1. On the ticket view page in Support tickets.
  2. Type the response in the "Customer Reply" box.
  3. Attach solution files, and click Send response to deliver the reply to the customer via email or support portal.
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Tickets & Support › Tickets · View
Permission needed
Support — tickets / Reply to requester

How do I add an internal staff note hidden from the customer?

  1. On the ticket page in Support tickets.
  2. Switch to the "Internal Note" tab.
  3. Type internal technical notes or phone call summaries, then click Add note; the note appears highlighted for staff eyes only and remains strictly hidden from the customer.
Screen
Tickets & Support › Tickets · View
Permission needed
Support — tickets / Internal note

How do I assign a ticket to a specific agent or team?

  1. On the ticket details page in Support tickets or the tickets table.
  2. Click the Assignee field or the Assign ticket action.
  3. Select the support team (e.g., Network Team, Billing Team) or dedicated agent, then click Save assignment to push it to their queue immediately.
Screen
Tickets & Support › Tickets · View
Permission needed
Support — tickets / Assign tickets

How do I update ticket status or modify its priority?

  1. On the ticket view page in Support tickets.
  2. Click the status dropdown and pick the new state (In Progress, Pending Customer, or Solved / Closed).
  3. Click Update status.
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Tickets & Support › Tickets · View
Permission needed
Support — tickets / Edit

How do I use canned replies for quick answers to common questions?

  1. While drafting a reply on the ticket page in Support tickets.
  2. Click the Canned replies icon or type the shortcut macro.
  3. The system inserts the approved template personalized with customer name automatically to save time and ensure consistency.
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Tickets & Support › Tickets · View
Permission needed
Support — tickets / Reply to requester

How do I create a new canned reply template in the system?

  1. Access Quick canned replies.
  2. Click the Add new canned reply button to open the setup form.
  3. Enter title, keyboard shortcut, template body text, and specify whether it is private or available to all support staff.
  4. Click Save.
Screen
Tickets & Support › Canned Replies
Permission needed
Support — canned replies / Add

How do I define a new ticket category?

  1. Navigate to Ticket categories.
  2. Click the Add new category button to open the modal.
  3. Enter category name (e.g., Hardware Glitches, Login Problems, Invoices & Subscriptions) and default assigned team.
  4. Click Save.
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Tickets & Support › Ticket Categories
Permission needed
Support — categories and teams / Add

How do I set up a new support team in the system?

  1. Go to Helpdesk teams.
  2. Click the Add new team button to open the team modal.
  3. Enter team name (e.g., L1 Frontline Support, L2 Engineering Support), assign team lead, and select affiliated support agents.
  4. Click Save.
Screen
Tickets & Support › Teams & Queues
Permission needed
Support — categories and teams / Add

How do I publish a new guide article in the Knowledge Base?

  1. Access Knowledge base articles.
  2. Click the Add new article button to open the article editor.
  3. Enter article title (e.g., How to Reset Your Password), category, step-by-step instructions with images, and search keywords.
  4. Click Publish article.
Screen
Tickets & Support › Knowledge Base Articles
Permission needed
Support — knowledge base / Add

How do I edit a Knowledge Base article to update its steps?

  1. In the Knowledge base articles table, find the article.
  2. Click actions and select Edit to update copy or illustrations, then click Save.
Screen
Tickets & Support › Knowledge Base Articles
Permission needed
Support — knowledge base / Edit

How do I define a section or category for Knowledge Base articles?

  1. Navigate to Knowledge base sections.
  2. Click the Add new section button to open the form.
  3. Enter section name (e.g., Installation Guides, FAQs, Billing), description, and display icon.
  4. Click Save.
Screen
Tickets & Support › Knowledge Base Sections
Permission needed
Support — knowledge base / Add

How do I configure helpdesk settings and SLA policies?

  1. Open the Helpdesk settings page.
  2. Configure operational rules: official business support hours, SLA maximum response and resolution thresholds, and inactive ticket auto-close rules.
  3. Click Save settings.
Screen
Tickets & Support › Support settings
Permission needed
Support — settings and SLA / Edit

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