🎫 Documentation: Help Desk
Omnichannel tickets with SLA & AI. What it is, how it works and how to use it — explained step by step.
🎫 Definition — Help Desk
The Help Desk turns every customer request —by phone, SMS, WhatsApp or email— into a ticket the agent handles and replies to through the same channel. Each ticket carries its SLA (response times) and AI helps classify and draft the reply.
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OmnichannelTickets are created automatically from phone, SMS, WhatsApp and email.
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Reply on their channelThe reply goes out on the customer channel; or leave an internal note.
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SLA traffic lightOn time, due soon, overdue or met (first response and resolution).
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AI + quick repliesClassifies, suggests a reply and uses templates and the knowledge base.
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Satisfaction surveyOn solve, the customer rates the service (Good, Fair or Poor) on their channel; results are shown by agent and category.
🗺️ Diagram — how it works
The message comes in, a ticket with SLA is created, the agent (with AI) replies on the channel and it is resolved.
Knowledge base: articles help resolve faster and feed the AI suggestions.
📘 Explanation (step by step)
- In Help Desk → Tickets open the ticket; tickets are created automatically from phone, SMS, WhatsApp or email.
- Write the reply and keep “Send to customer via [channel]” checked; or mark Internal note to keep it private.
- Use a quick reply (fills variables) or AI: Classify suggests category/priority and Suggest reply drafts using the thread and knowledge base.
- Watch the SLA (traffic light) and prioritize those “due soon” or “overdue”; change the status and the assignee.
- When you mark the ticket Solved, the customer gets the satisfaction survey on their channel (if enabled in Settings); their answer —Good, Fair or Poor— and comment show on the ticket.
- In Analytics, click any row to see those tickets and review the aging queue.
The customer gets the reply where they wrote; you measure times with SLA and analytics.