Managing Support Tickets

The helpdesk is where you manage all incoming support requests from your customers. Each project has its own ticket queue.

Ticket Lifecycle

Tickets move through these statuses:

New — Just submitted, not yet reviewed

Open — Being actively worked on by your team

Pending — Waiting for a customer reply

Resolved — Issue has been addressed

Closed — Ticket is complete

Viewing Tickets

Navigate to your project and click Helpdesk in the sidebar. You'll see all tickets with filters for status, priority, and assignee.

Replying to a Ticket

Click on a ticket to open the conversation thread

Type your reply in the text area at the bottom

Optionally attach files

Click Send reply

Customers will see your response on their public ticket page.

AI-Powered Features

Helmdesk includes AI assistance to speed up your workflow:

Suggest Reply — Get an AI-drafted response based on the ticket context

Auto-Classify — Automatically categorize and prioritize incoming tickets

Suggest Articles — Find relevant help articles to share with the customer

Ticket Priorities

Assign priorities to help your team focus on what matters most: Low, Medium, High, or Urgent.