How to Control Ticket Processing in HelpDesk Projects

Introduction

This guide will show you how to control ticket processing in Easy8 HelpDesk projects. Ticket processing depends on project settings, mailbox connection, keyword rules, and email templates. By following these steps, you’ll make sure that new emails are turned into tickets correctly and handled according to your support workflows.

Target Audience

Administrator

Prerequisites

Before starting, ensure you have:

Administrator access to Easy8.
A HelpDesk project added and connected to a mailbox.
Trackers and statuses already set up in your system.

How to Control Ticket Processing

Step 1: Connect a Mailbox to the HelpDesk Project

Go to Global menu >> HelpDesk >> All Mailboxes.
Add a mailbox or edit an existing one.
Assign the mailbox to the correct HelpDesk project.
Test the connection and save.

Tip: Every incoming email will create a ticket in the assigned HelpDesk project unless keyword or domain rules apply differently.

Step 2: Set Up Keywords and Domains for Routing

Open the HelpDesk settings inside the project.
Add Keywords if you want incoming emails with specific words in the subject to route to this project.
Add specific Email Addresses or Domains if emails from these should always be routed here.

Processing happens in this order:

If the email matches a Ticket ID → update the ticket.
If a keyword matches → create ticket in matching project.
If email/domain matches → create ticket in matching project.
Otherwise, fallback or no processing happens.

Step 3: Configure Trackers and Statuses

In Project Settings, select available trackers that will be used for incoming tickets (e.g., Incident, Question).
Make sure trackers have the correct default statuses assigned (e.g., New, In Progress).

Tip: Trackers are important because each type of request may need different workflows or SLAs.

Step 4: Link Email Templates to Trackers and Statuses

Inside HelpDesk project settings, link Email Templates to:
- Specific Trackers (ticket types)
- Specific Statuses (ticket stages)

Templates are used to automatically send replies when:

New tickets are created.
Ticket statuses change (like moving to Resolved).

Step 5: Monitor SLA and Reaction Rules

Inside the HelpDesk settings of the project:
- Assign SLA profiles to tickets based on Tracker or Priority.
- Configure if SLA timers restart when a client replies.

Troubleshooting

Issue	Solution
Ticket created in wrong project	Review keyword and domain settings.
No automatic reply sent to client	Check if email templates are linked correctly to trackers or statuses.
SLA is not triggered	Make sure SLA assignment is configured in project HelpDesk settings.

Conclusion

You have successfully controlled ticket processing in your HelpDesk projects. By configuring mailbox routing, trackers, templates, and SLA rules, you ensure tickets are handled correctly and quickly.