Introduction
The Help Desk section in Administration allows administrators to configure the behavior of the help desk system. It includes settings for automation, email processing, templates, SLA tracking, and ticket resolution rules. This central configuration ensures smooth and consistent handling of support tickets across all help desk projects.
Target audience
- Administrator
Overview of Configuration Options
The Help Desk administration area includes several subsections, each serving a different purpose for setting up how the help desk functions.
Help Desk Settings
- Define who appears as the sender in email replies (e.g., current user or mailbox).
- Choose whether task attributes can be updated based on emails.
- Enable setting ticket priority during creation.
- Suspend or start SLA counters based on ticket status.
- Create SLA events from specific or all statuses.
- Set up logic to determine when a ticket is marked as resolved by internal support.
Mailboxes
- Connect mailboxes to receive support requests.
- Configure connection protocols (IMAP, POP3).
- Set host, port, user, and password.
- Define folders to scan for incoming emails.
- Enable SSL, OAuth, or set fallback folders for failed imports.
E-mail Templates
- Notify users about changes in ticket status.
- Define templates for auto-replies, first response, updates, or resolution.
- Link templates to specific task statuses and mailboxes.
- Customize content using variables (e.g. task ID, subject, author).
- Use HTML and plain text body formats.
Help Desk Projects
- Assign tickets based on incoming email domain or keyword.
- Set contractual support hours for reporting.
- Configure SLA policies per project or copy from existing ones.
- Adjust alert messages and mail footer options.
SLA Reports
- Displays the history and performance of SLA responses.
- View which tickets met or missed SLA deadlines.
- Analyze time to first response and time to resolution.
- Export data for reporting or audits.
Recalculate Tickets
- Use this function to re-evaluate SLA and status events after making changes to settings.
- Updates all affected tickets and ensures SLA reports are accurate.
Summary
The Help Desk administration section is essential for managing the automation and rules behind support ticket handling. It provides detailed control over email integrations, SLA behavior, response templates, and resolution tracking. Proper configuration ensures efficient, traceable, and scalable support processes.
