🎫 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.
🗺️ 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.
🎬 Video: a tour of the Help Desk
About four minutes: how to sign in securely, the ticket list and overdue cases, inside a case, replying with quick replies and the AI Assistant, internal notes, creating a ticket, the satisfaction survey and the settings. It is narrated: turn the sound on.
Sample data with fictitious names, tickets and numbers. The Help Desk pages themselves are in Spanish; the narration explains them in English. Below, the same screens explained point by point.
🎫 The ticket list
The Help Desk home: every case from your customers.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1New ticket
Opens a case manually, for example from a phone call.
- 2Indicators
Open, pending, on hold, past their service time, unassigned and solved today. Each one filters the list when tapped.
- 3By status
Filters the list with one click on each status.
- 4Filters
Search by number, subject or contact, and filter by priority, category or owner.
- 5Priority
Low, normal, high or urgent.
- 6Status
Open, pending, on hold, solved or closed.
- 7Owner
The person on your team in charge of the case.
- 8SLA
Whether the case is on time or has passed the agreed service time.
⏰ Seeing what is overdue
One click on the overdue indicator shows only what is urgent.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Overdue indicator
Tapping it marks it and filters the list.
- 2Active filter
The pill shows which filter is applied.
- 3Filters
They can be combined with the other filters.
- 4SLA column
How long each case has been overdue.
💬 Inside a ticket
The conversation with the customer, its properties and everything that happened with the case.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Back
Returns to the list.
- 2Number and status
The ticket number, its status, its priority and whether it is on time.
- 3Contact and channel
Who opened it, on which channel and when.
- 4Knowledge base
Your company articles that might solve the case.
- 5Customer message
What the customer wrote, marked with their name and «(customer)».
- 6Automatic acknowledgment
The notice the customer received with their ticket number.
- 7Agent reply
What your team replied.
- 8Properties
Status, priority, owner from your team and category. Save applies the changes.
- 9Internal note
Team comments the customer does not see, in yellow.
- 10Reply
Write the reply, or pick a quick reply.
- 11SLA
When the first reply was made and when resolution is due.
- 12Log
Everything done on the case, with date and who.
The reply goes to the customer on the same channel they wrote from (WhatsApp, SMS or email).
⚡ Quick replies
Saved texts so you do not write the same thing every time.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Insert
Pick one of your company quick replies.
- 2The text
It is inserted in the box and you can adjust it before sending.
- 3Action
Some replies change the ticket status when sent, for example to «Pending».
- 4Save as…
Saves what you wrote as a personal quick reply.
- 5Add
Sends the reply.
✨ The AI Assistant
It helps classify the case and draft the reply. You always review before sending.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Suggested classification
The priority and category the assistant proposes.
- 2Suggested reply
A draft ready to review, using the knowledge base.
- 3Classify
Asks for the priority and category suggestion.
- 4Suggest reply
Asks for a reply draft.
📝 Internal notes
To leave context for the team without the customer seeing it.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1The text
What you want to record.
- 2Internal note
When checked, the text stays for your team only.
- 3Add
Saves the note in the conversation, in yellow.
- 4Send to the customer
Turns off automatically when internal note is checked, so it is not sent by mistake.
➕ Creating a ticket
For cases that come in by phone or in person.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Subject
A short summary of the case.
- 2Priority and channel
How urgent it is and where it came from.
- 3Category and owner
Case type and who on your team handles it.
- 4Contact
One of your CRM contacts.
- 5Description
The details of what is happening.
- 6Create ticket
Opens it and calculates its service time.
✅ Solved ticket and survey
When a case is solved you can ask the customer how they were served.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Status
The case marked as solved.
- 2Create article
Turns the solution into a knowledge base article.
- 3The survey
The customer answer stays in the conversation.
- 4SLA
Whether the first reply and the resolution were on time.
- 5Satisfaction
Good, fair or poor, with the customer comment.
- 6Log
The full history of the case.
⚙️ Settings: categories and times
How cases are organized and how long your team has to respond.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Categories
Your company case types.
- 2Service times
How long there is for the first reply and to resolve, by priority.
- 3Save times
Applies the times to new cases.
- 4New category
Adds a case type.
- 5Automatic acknowledgment
The message the customer receives when their ticket opens; you can write one per category.
- 6Placeholders
{{numero}},{{asunto}},{{contacto}}and{{empresa}}are filled in automatically when sending;{{empresa}}inserts your company name.
⭐ Settings: notices and survey
What the customer is notified of and the satisfaction survey.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Event notices
Messages to the customer when their case is solved or put on hold.
- 2Survey
When solved, it asks Good, Fair or Poor on the same channel as the case.
- 3Enable
It comes off: you decide whether to use it.
- 4Subject
The survey email subject.
- 5Question
The question text.
- 6Save
Applies the changes.
🧩 Settings: replies and rules
Shared quick replies and automatic classification of incoming cases.
Sample data: user, company, contacts, tickets and numbers are fictitious (phone numbers from ranges that cannot be assigned). The Help Desk pages themselves exist only in Spanish — only the surrounding menu and header are translated. Tap the image to see it full size.
- 1Quick replies
The replies your whole team uses.
- 2A reply
It can change the ticket status when used.
- 3New reply
Adds a shared reply.
- 4Automatic classification
Rules by word or phrase for what comes in on WhatsApp, SMS or email.
- 5The rules
Which word it looks for and which category and priority it sets; for example «not working» sets high priority.
- 6Add rule
Creates a new rule.