Work through tickets on the board

The Helpdesk board shows every ticket in a column for its stage: New, In progress, Waiting on customer, Solved and Closed. Start each day on the Overview, then work the board from left to right.

Steps

1. Start on the Overview. It shows the open tickets, how many are overdue or unassigned, your average first reply time, and Needs attention: urgent and overdue tickets first.

   

2. Open the Board. Each column is a stage, with the number of tickets in it. Solved and Closed show the last 30 days.

   

3. Read a card. It shows the reference and type, the subject, the customer, the priority and who has it. A red border and Overdue mean it has missed its response target.

   

4. Drag a ticket to another stage when its state changes, for example from New to In progress. It is saved straight away.

   

5. Only mine. Click Only mine to see just the tickets assigned to you. Click a card to open the ticket and answer it.

   

Tip The Tickets tab is the same tickets as a list, with search and filters, for when you need to find an older one.

Good to know

• When you reply and ask the customer something, set the ticket to Waiting on customer: the response clock stops until they answer.
• A customer reply on a solved ticket reopens it to In progress.