Help Desk
Overview
Section titled “Overview”The Help Desk is a built-in support ticket system. Team members can submit tickets for bugs, questions, or feature requests, and admins can track, assign, and resolve them—all without leaving the admin dashboard.
Creating a Ticket
Section titled “Creating a Ticket”Click the New Ticket button to open the create dialog. Fill in:
| Field | Description |
|---|---|
| Subject | Brief summary of the issue |
| Category | Bug Report, Feature Request, Question, or Other |
| Priority | Low, Normal, High, or Urgent |
| Description | Detailed explanation of the issue |
Ticket List
Section titled “Ticket List”The main table shows all tickets with:
- # - Ticket number
- Subject - Title with message count indicator
- Category - Bug, Feature, Question, etc.
- Created By - Who submitted the ticket
- Status - Color-coded status badge
- Priority - Color-coded priority badge
- Last Activity - When the ticket was last updated
- Created - When the ticket was submitted
Click any row to open the full ticket detail page.
Filtering by Status
Section titled “Filtering by Status”Use the filter tabs to view tickets by status:
| Status | Description |
|---|---|
| All | Every ticket regardless of status |
| Open | New tickets that haven’t been addressed yet |
| In Progress | Tickets actively being worked on |
| Waiting on User | Tickets awaiting a response from the submitter |
| Resolved | Tickets with a solution applied |
| Closed | Tickets that are fully complete |
Ticket Detail
Section titled “Ticket Detail”Click a ticket to open its full detail page where you can:
- Read the conversation - All messages in chronological order
- Reply - Add a message visible to the ticket creator
- Add internal notes - Leave notes only visible to admins (highlighted in amber)
- Change status - Update the ticket’s progress
- Change priority - Escalate or de-escalate
- Assign - Assign the ticket to an admin team member
Message Types
Section titled “Message Types”| Type | Visibility | Style |
|---|---|---|
| Reply | Everyone | Standard message bubble |
| Staff Reply | Everyone | Highlighted with “Staff” badge |
| Internal Note | Admins only | Amber background with “Internal” badge |
Ticket Lifecycle
Section titled “Ticket Lifecycle”Open → In Progress → Waiting on User → Resolved → ClosedA typical workflow:
- User creates a ticket (status: Open)
- Admin reviews and begins work (status: In Progress)
- Admin asks for more info (status: Waiting on User)
- User responds, admin applies fix (status: Resolved)
- User confirms fix works (status: Closed)
Visibility
Section titled “Visibility”- Regular users see only their own tickets
- Admins and Super Admins see all tickets and can assign them
Best Practices
Section titled “Best Practices”- Respond to new tickets within 24 hours, even if just to acknowledge receipt
- Use internal notes to discuss solutions before replying to the user
- Set priority to Urgent only for issues blocking canvassing activity
- Close resolved tickets after confirming the fix with the submitter