Service Desk
The after-sales add-on: tickets, setup, the help centre and reports.
21 articles
What the Service Desk does
One place for every customer request after the sale — who has it, how long it has left, and what the customer bought.
The ticket queue and saved views
Find the tickets that need you: ready-made views, filters, search and your own saved views.
Raising a ticket
Log a request that came by phone, in person or by message — the customer, what they need and who should handle it.
Working a ticket
Reply to the customer, add notes, move the ticket through its stages and solve it — everything on one screen.
Request types
The kinds of requests customers raise — each with its own stages, starting priority and team.
Stages and moves
Design how a request flows: the stages, what each one means, which moves are allowed, and which need an approval first.
Teams
Group the people who handle tickets, and pick a lead for each team.
Who gets what (assignment rules)
Hand new tickets to the right person automatically — in turn, or to whoever is least busy.
Support email
Connect your support mailbox so every customer email becomes a ticket, and replies come back to it.
Custom fields
Ask for the details each kind of request needs — a model number, a site address — and decide when they are required.
Canned replies
Save the answers your team gives often; insert them with one click and they fill in the customer’s details.
Automation and one-click actions
Let routine steps happen on their own, and bundle common steps into one click.
AI help
Ticket summaries, suggested type and priority, and reply drafts — on your own AI account, with customer details hidden.
Promised times and working hours
Set how quickly you promise to respond and resolve, who hears when a promise is at risk, and your working hours.
Resolutions
The list agents pick from when they resolve a ticket — so reports can show how requests end.
Customer updates, portal and satisfaction survey
Automatic emails to customers, what happens when they reply, your customer portal, and “How did we do?”.
Web forms on your website
Put a “Need help?” button or a contact form on your own website — every request arrives as a ticket.
Tags
Your team’s own labels on tickets — “VIP”, “refund risk”, “Diwali rush” — to find, sort, automate and report on them.
API and webhooks
Let your shop, app or ERP create and update tickets, and get ticket events sent to your own systems.
Knowledge base and help centre
Write answers once — for your team, or for customers on your public help centre — with screenshots.
Service Desk reports
Volume, response and resolution times, customer satisfaction, knowledge use, rising issues and customers at risk.