Manage Helpdesk Tickets

Manage Helpdesk Tickets

Track and resolve student and staff support requests through a ticketing system.

Time: 5–10 minutes per ticket Module: Helpdesk Basic Permissions: Helpdesk User or Manager

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Prerequisites

• Helpdesk teams configured
• Ticket stages defined
• Issue types categorized
• Access to Helpdesk menu

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Overview

The Helpdesk system enables:

• Support ticket creation
• Team-based assignment
• Stage-based workflow
• Issue categorization
• SLA tracking
• Email integration
• Resolution tracking

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Ticket Workflow

Ticket Created
      ↓
Team Assignment
      ↓
Agent Assigned
      ↓
Investigation
      ↓
Resolution
      ↓
Ticket Closed

Stage	Description
New	Ticket received
In Progress	Being worked on
Waiting	Pending input
Resolved	Solution provided
Closed	Ticket completed

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Steps

1. Configure Helpdesk Team

Create support team:

1. Navigate to Helpdesk → Configuration → Teams
2. Click New
3. Configure team:

Field	Action
Team Name	Support team name
Description	About the team
Members	Team members
Issue Types	Categories handled
Company	Associated company

4. Click Save

2. Define Ticket Stages

Set workflow stages:

1. Navigate to Helpdesk → Configuration → Stages
2. Click New
3. Configure stage:

Field	Action
Stage Name	Stage title
Stage Type	New/In Progress/Closed
Sequence	Display order
Is Close	Marks ticket closed
Folded	Collapse in Kanban
Team	Applicable team

4. Add all stages

3. Create Issue Types

Categorize tickets:

1. Navigate to Helpdesk → Configuration → Issue Types
2. Define categories:
   • Academic Issues
   • Technical Support
   • Fee Related
   • Portal Access
   • General Inquiry

4. Create Ticket Tags

For additional classification:

1. Navigate to Helpdesk → Configuration → Tags
2. Click New
3. Enter:

Field	Action
Name	Tag name
Code	Short code

5. Create New Ticket

Log support request:

1. Navigate to Helpdesk → Tickets
2. Click New
3. Complete ticket form:

Field	Action
Subject	Brief description
Team	Assign to team
Description	Detailed issue
Tags	Categorize ticket
Assigned To	Specific agent

4. Click Save

6. Process Ticket

Handle the request:

1. Open assigned ticket
2. Review details
3. Investigate issue
4. Add notes in chatter
5. Update stage as progress

7. Communicate with Requester

Keep requester informed:

1. Use chatter for messages
2. Send email updates
3. Log phone interactions
4. Document resolution steps

8. Resolve and Close

Complete the ticket:

1. Provide solution
2. Document resolution
3. Move to “Resolved” stage
4. Confirm with requester
5. Move to “Closed” stage

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Field Reference

Helpdesk Ticket (helpdesk.ticket)

Field	Technical Name	Type	Required	Description
Subject	issue_name	Char	Yes	Ticket title
Team	team_id	Many2one	No	Support team
Description	help_description	Text	No	Issue details
Active	active	Boolean	No	Active status
Tags	tag_ids	Many2many	No	Categories
Company	company_id	Many2one	No	Company
Assigned To	user_id	Many2one	No	Agent
Color	color	Integer	No	Kanban color
Ticket No	ticket_seq	Char	No	Sequence

Helpdesk Stage (helpdesk.stage)

Field	Technical Name	Type	Required	Description
Stage Name	name	Char	Yes	Stage title
Description	description	Text	No	Stage info
Sequence	sequence	Integer	No	Order
Stage Type	stage_type	Selection	Yes	Type
Is Close	is_close	Boolean	No	Closing stage
Folded	fold	Boolean	No	Kanban fold
Team	team_ids	Many2many	No	Teams
Email Template	template_id	Many2one	No	Auto-email
Red Label	legend_blocked	Char	Yes	Blocked label
Green Label	legend_done	Char	Yes	Done label

Helpdesk Team (helpdesk.team)

Field	Technical Name	Type	Required	Description
Team Name	name	Char	Yes	Team name
Color	color	Integer	No	Display color
Active	active	Boolean	No	Active
Description	description	Text	No	About team
Company	company_id	Many2one	Yes	Company
Sequence	sequence	Integer	No	Order
Members	member_ids	Many2many	No	Team members
Issue Types	issue_type_ids	Many2many	No	Categories
Ticket Count	helpdesk_count	Integer	Computed	Total tickets

Helpdesk Tag (helpdesk.tag)

Field	Technical Name	Type	Required	Description
Name	name	Char	Yes	Tag name
Code	code	Char	Yes	Tag code

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Common Ticket Categories

Academic Support

• Course registration issues
• Grade disputes
• Schedule conflicts
• Transfer credits
• Academic advising

Technical Support

• Portal access problems
• Password reset
• LMS issues
• Email problems
• Software access

Administrative

• Fee queries
• Document requests
• ID card issues
• Address changes
• Certificate requests

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Views Available

View	Features
List	All tickets
Form	Ticket details
Kanban	Stage-based board
Calendar	Timeline view

Helpdesk Dashboard

Shows:

• Open tickets
• My tickets
• Team performance
• Average resolution time

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Troubleshooting

Issue	Cause	Solution
Cannot assign	User not in team	Add to team
Email not sent	Template missing	Configure template
Ticket stuck	Wrong stage	Update stage
No notifications	Settings issue	Check email config

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Best Practices

1. Quick response: Acknowledge tickets promptly
2. Clear communication: Keep requester informed
3. Proper categorization: Use tags effectively
4. Documentation: Log all interactions
5. Timely resolution: Meet SLA targets
6. Follow-up: Confirm resolution

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Security Notes

Role	Capabilities
Helpdesk Manager	Full access, all tickets
Helpdesk User	Team tickets only
Requester	View own tickets

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Integration Features

Email Integration

• Create tickets from email
• Email notifications
• Reply via email

Portal Integration

• Student ticket submission
• Status tracking
• Self-service

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Related Tasks

• Configure Email
• Manage Portal
• Student Support