How to Configure a HelpDesk Project

Introduction

This guide will show you how to configure a HelpDesk project in Easy8 after it has been created. This is useful for setting up trackers, workflows, mailbox connections, keywords, and SLA rules. By following these steps, you’ll have a fully functioning HelpDesk project ready to receive and manage client tickets.

Target Audience

Administrator

Prerequisites

Before starting, ensure you have:

Administrator access in Easy8.
A project already created and added to HelpDesk.
Knowledge of your support process (types of tickets, workflows, SLA expectations).

How to Configure a HelpDesk Project

Step 1: Select Available Trackers

Go to Project Settings.
In the Modules section, select the trackers you want to use (e.g., Incident, Question, Problem).
Trackers must be created first in Administration >> Trackers if you need custom ones.

Tip: Trackers help categorize tickets. Choose them carefully based on your ticket types.

Step 2: Adjust Workflow

Go to Administration >> Workflow.
Select the tracker and user role you want to configure.
Set which statuses are allowed and define transitions between them.

Tip: Workflow ensures that ticket statuses follow your internal support process.

Step 3: Connect a Mailbox

Go to Global menu >> HelpDesk >> All Mailboxes.
Add a mailbox or assign an existing one to the HelpDesk project.
Use IMAP/POP3 login or OAuth 2.0 for Microsoft/Google mailboxes.

Warning: If a mailbox is not assigned to the project, emails will not be processed into tickets.

Step 4: Define Keywords and Domains

Open the HelpDesk settings inside the project.
Set Keywords for the project. If an incoming email subject contains this keyword, it will route to the project.
Add specific Email Addresses or Domains to route mails automatically.

Tip: Good keyword and domain setup prevents tickets from being misplaced.

Step 5: Configure SLA Settings

Go to HelpDesk settings inside the project.
Either:
- Copy SLA settings from an existing project, or
- Create new SLA definitions directly in this project.
Define reaction times and resolution times for different ticket types.

Tip: SLA timers can be reset if a ticket is reopened. Configure this according to your client agreements.

Troubleshooting

Issue	Solution
Tickets are not categorized correctly	Check tracker selection and mailbox routing rules.
Statuses are missing when updating tickets	Review Workflow settings for the tracker and user role.
Tickets are missing	Verify if mailbox is connected and the project has correct keywords and domain matches.

Conclusion

You have successfully configured your HelpDesk project in Easy8. Now your project is ready to manage incoming tickets efficiently using correct trackers, workflows, and SLA rules.