Help Desk Module in Administration

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

This is the main global settings area of the Help Desk module.
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.
Allow help desk users to set the ticket priority when they create a ticket.
Select the statuses in which the SLA on a ticket is suspended.
Use Change status after client's response to to set the status a ticket moves to automatically when the client (ticket author) replies.

All Mailboxes

Connect one or more mailboxes to receive support requests and communicate with ticket authors by email.
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.

All E-mail Templates

Notify users about changes in a ticket.
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.

Note: Each template must be assigned to a dedicated mailbox.

Help Desk Projects

Add an existing project to the help desk projects with the Add project button.
Edit the help desk settings of each help desk project.
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

Display the history and performance of SLA events on tickets. SLA events are a special entity: one ticket typically has several of them, as time stamps are created whenever the ticket status changes and whenever a help desk agent sends a manual notification.
Export SLA event data for reporting or audit purposes.

Note: SLA Reports serve special requirements. All important SLA information is already available in the task detail and in the task list.

Recalculate Tickets

Recalculate tickets that are not older than 90 days to check whether they were resolved by the support department (first level) without involving other departments (levels).

Help Desk Workspaces

A workspace defines a group of projects, task types and the dashboard (portal) template used by a specific group of help desk users, typically the employees of a B2B client who communicate with your help desk on one or more dedicated projects.

Help Desk Users

Manage help desk users, a special user type intended only for help desk communication. Help desk users cannot be used for any other work in the application.

Note: If the features available to help desk users are not sufficient, you can give your help desk clients regular user accounts instead. Regular users are configured and managed separately, because different rules and options apply to them.

Reports

See all spent time and costs related to help desk projects and tickets.
Export the related data for reporting or audit purposes.

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.

Note: Configure the prerequisites of the help desk before or together with it, such as task types, statuses, workflows, priorities and custom fields.