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When customers call about a wrong delivery, a quality complaint, or a billing query, every interaction needs to be captured and resolved promptly. The Helpdesk feature gives your support team a structured system to log every customer issue, assign it to the right person, track it to resolution, and ensure nothing falls through the cracks.
Helpdesk ticket list showing open tickets with customer name, issue type, assigned agent, and days open

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Who Uses This Feature

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Before You Start

To use the helpdesk you need:
  • Support agents set up with the correct role
  • Teams configured if you have multiple support groups
  • Ticket Types defined (e.g., Delivery Issue, Quality Complaint, Billing Query, Return Request)
  • At least one Service Level Agreement (SLA) configured with response and resolution time targets

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How Tickets Are Received

Customers can reach your support team through:
  • Phone call: the agent logs the ticket manually during or after the call
  • Email: if an email inbox is connected to the helpdesk, incoming emails automatically create tickets
  • Manual creation: any team member can create a ticket directly in the system

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Step 1: Create a Ticket

  1. Go to Helpdesk workspace from the navigation
  2. Click New Ticket (or the system creates it automatically from an email)
  3. Fill in:
  1. Save the ticket - it is now Open and visible in the queue
Helpdesk ticket form showing subject, customer, ticket type, priority, and description fields

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Step 2: Assign the Ticket

The Support Manager assigns the ticket to the right agent:
  1. Open the ticket
  2. Set the Assignee to the agent responsible
  3. Set the Team if the issue needs a specific group (e.g., Accounts team for billing issues, Warehouse team for delivery issues)
If Assignment Rules are configured, the system assigns tickets automatically based on ticket type, round-robin rotation, or workload.

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Step 3: Communicate with the Customer

From the ticket, the agent can:
  • Add Comments (internal notes visible only to the team)
  • Send a Reply to the customer by email (if email is configured)
  • Log the resolution steps taken
All communication is recorded in the ticket timeline, so any team member can see the full history when picking up a ticket.

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Step 4: Resolve and Close the Ticket

When the issue is resolved:
  1. Change the ticket status to Resolved
  2. Add a note describing what was done to resolve it
  3. The customer can reopen the ticket if the resolution was not satisfactory
  4. Once confirmed resolved, mark it as Closed

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Service Level Agreements (SLA)

An SLA defines how quickly your team must respond to and resolve tickets. For example: When a ticket breaches its SLA (response or resolution time has passed without action), it is flagged as Failed in the SLA column. The Support Manager can see all SLA breaches in the ticket list. To set up SLAs, go to Helpdesk workspace → Ticket Configuration → Support Policy.

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Helpdesk Reports

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Ticket Analytics

Shows ticket volume, resolution times, and agent performance. Use it in your weekly support review to track:
  • How many tickets were received this week vs last week
  • Average time to first response
  • Average resolution time
  • SLA compliance rate
Go to: Helpdesk workspace → Reports → Ticket Analytics

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Ticket Summary

A quick snapshot of current ticket status: how many are Open, Replied, Resolved, and Closed. Breaks down by team or agent. Go to: Helpdesk workspace → Reports → Ticket Summary

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Common Ticket Types for a Dry Fruit Business

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Best Practices

  • Log every customer interaction as a ticket, even if it is resolved on the spot during a phone call. This builds a history that helps identify patterns (e.g., one supplier’s products generating frequent quality complaints)
  • Assign a Ticket Type to every ticket. Ticket Type data in the analytics report helps you identify which categories of issues are most common and where to focus improvement effort
  • Review SLA compliance weekly with your support team. Consistently missed SLAs indicate either understaffing or unclear escalation procedures
  • For quality complaints, always check the batch number in the customer’s complaint and link the ticket to the relevant batch. This helps you identify if a problem is isolated or affects multiple customers

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Troubleshooting

Incoming customer emails are not creating tickets automatically. The Email Account for inbound support emails may not be configured. Go to Helpdesk workspace → Channels → Email Account and set up the email integration. An agent cannot see the tickets assigned to them. Check the agent’s role permissions. They need the Helpdesk Agent role assigned in their User settings. SLA time is not being calculated correctly. Check that the SLA is linked to the correct Ticket Type. SLA timers only run during the configured working hours, so ensure the working hours are set correctly in the SLA settings.
  • Sales - Order and invoice context for billing queries
  • Inventory Management - Batch information for quality complaints
  • Telephony - Logging calls related to support tickets