Helpdesk Tickets

Overview

Some SMEOne customer deployments include Website Helpdesk:

Backend: HelpDesk app for agents to assign, reply, and close tickets.

Standard motherboard may not include Helpdesk — this chapter applies when the module is installed.

Step-by-Step Guide

Submit a ticket (customer)

1. Browse to /helpdesk_ticket on your SMEOne site.
2. Fill name, email, subject, description.
3. Attach files if needed.
4. Submit — redirected to thank-you page.
5. Receive email with ticket reference.

Work a ticket (agent)

1. Open HelpDesk app in backend.
2. New tickets appear in pipeline.
3. Assign to team member.
4. Reply via chatter — customer receives email update.
5. Set stage: In Progress → Solved → Closed.

Customer tracks ticket

1. Customer logs in to portal /my/tickets.
2. Opens ticket thread.
3. Adds comments or attachments.

Rate resolved ticket

1. Customer clicks rating link in closure email.
2. Submits score and optional feedback.

Helpdesk dashboard (managers)

1. Open Helpdesk Dashboard (if installed).
2. View volume, SLA, and team performance metrics.

FAQ

Q: I don't have Helpdesk menu — is something wrong? A: Module may not be in your deployment scope. Use email support instead.

Q: Can tickets create accounting entries? A: No — Helpdesk is operational. Billable support may be invoiced separately.

Q: How do I change ticket email templates? A: Settings → Technical → Email Templates (developer access).

Q: Are tickets visible across companies? A: Multi-company rules apply — tickets belong to the company on the record.

Q: Can I integrate WhatsApp? A: Some variants include WhatsApp modules — separate from core Helpdesk.