Helpdesk · Reference

Actions and results

What each Helpdesk button and automatic behaviour does, with worked numbers and what the system refuses.

On this page (31)

Helpdesk (first open)All Tickets Queues SLA Risk queue Overdue queue Escalated queue My Team queue Ticket record SLA rail Dashboard Routing Rules Teams Teams > Members Transfer team Ticket record > banner Escalate De-escalate Escalate to vendor Messages Activities / Work Orders Related Records Time & Cost Merge History SLA Policies Escalation Chains Categories Types / Categories / Skills Applications > Helpdesk > Features Applications > Helpdesk > Fields Notifications

Helpdesk (first open)

Action	When	What you do	What happens
Starter set on first open	A test company that never opened Helpdesk	Open Helpdesk > Configuration > Helpdesk Types, Categories, SLA Policies	6 types (IT, HR, FAC, PRODUCT, WARRANTY, CUSTOMER) with Arabic names; 7 categories with subcategories (e.g. HARDWARE_PRINTER); 3 SLA policies STD 4/24 8x5, PRIORITY 2/8 8x5, CRITICAL 1/4 24x7; no teams. Opening again adds nothing

All Tickets

Action	When	What you do	What happens
Ticket list, paging and counts	20+ tickets	Open All Tickets; page through; compare the tab counts	8 cards per page; page buttons; tab counts (All, My Tickets, Unassigned) and More-queue counts match the lists; merged tickets never listed
Search	Tickets with known number, subject, requester, reference no., serial no.	Type each value in Search tickets	Matching tickets only, page resets to 1; other fields (e.g. email) are not searched

Queues

Action	When	What you do	What happens
Each queue shows the right tickets	Tickets in every state	Open each menu entry: My Tickets, My Team, Unassigned, Escalated, SLA Risk, Overdue, Waiting Internal, Waiting Vendor, Recently Updated, and New from the filter	Mine/My Team/Unassigned/Escalated/SLA Risk/Overdue show OPEN tickets only; Waiting Internal/Vendor by status; Recently Updated newest change first; New = status New

SLA Risk queue

Action	When	What you do	What happens
SLA Risk filter	Ticket at 85% of its resolution window, one at 50%, one paused at 85%	Open SLA Risk	Only the 85% not-paused ticket; it leaves the queue once its due time passes (then it is in Overdue)

Overdue queue

Action	When	What you do	What happens
Overdue filter	One ticket past due, one past due but Waiting Customer (paused), one resolved late	Open Overdue	Only the open, not-paused, past-due ticket

Escalated queue

Action	When	What you do	What happens
Escalated filter	Open tickets at L1, L2, VENDOR; a resolved L2 ticket	Open Escalated	L2 and VENDOR open tickets only

My Team queue

Action	When	What you do	What happens
My Team filter	User is an active member of IT only	Open My Team	Open tickets of IT only; a team manager who is not a member sees nothing here

Ticket record

Action	When	What you do	What happens
Previous / next ticket pager	A queue with 10 tickets	Open the first ticket; press next until the end	Counter 1/10..10/10; moves to page 2 when needed; buttons disabled at the ends
Raise a ticket with a chosen team	Teams IT (agents A1, A2; leader L) and FS (agent F1); SLA Standard (8x5, 4 h / 24 h); IT method Least loaded	New Ticket; subject; Assigned Team = IT; Save	Number HD-000001 style; status Assigned; agent = IT member with fewest open tickets (ties: lowest user id); SLA = IT default; History: Created then Assigned (reason manual); the agent gets a bell notice
Raise a ticket with no team (routing decides)	Rule 'Printers to IT' (category Hardware Issue -> IT, priority high)	New Ticket, category Hardware Issue, team 'Routing decides'; Save	Team IT, priority High (only if you left Normal untouched), History Created note 'Routed by: Printers to IT', Assigned reason routing
No rule and no team	No matching rule	Raise a ticket with no team	Saved with status New, team 'Unowned', no agent; SLA none unless chosen; any helpdesk.edit user may pick it up
Agent chosen on create	IT team	New ticket: Assigned Team IT, Assigned To = A2	A2 assigned even if not least loaded; choosing a non-member -> 'That person is not a member of the team.'
Default priority from the team	IT default priority High; no rule	Raise with priority left Normal	Priority becomes High; if you pick Low it stays Low
Edit a ticket	Open ticket owned by your team	Change subject, category, tags; Save	Saved; revision +1; Ownership (team/agent/level/status) cannot be changed by an edit
Edit conflict	Same ticket in two tabs	Save in tab 1, then save a change in tab 2	Tab 2: 'This ticket changed since you opened it. Refresh before saving.'
Resolved ticket is locked	Resolved ticket	Try to change the subject	Fields disabled; via API: 'A resolved or closed ticket is not edited; reopen it first.' (resolution type/note still editable)
Stage rail and status	Open ticket	Click In Progress on the rail; Save. Then choose Waiting Customer; Save	Status changes; History 'Status changed' with old->new; rail highlights the step (waiting/pending statuses sit on Waiting Customer)
Resolve needs a resolution type	Open ticket, Resolution Type Not set	Status Resolved; Save	Refused 'Say how it was resolved before resolving it.'; with Fixed it resolves, resolved time set, open escalations closed
Resolve blocked by open subtasks	Ticket with one open task	Resolve	'1 subtask(s) are still open. Finish or cancel them first.'
Close only after resolve	In Progress ticket	Choose Closed on the rail	Rail Closed disabled unless Resolved; via API 'A ticket is resolved before it is closed.'
Close a resolved ticket from the screen	Resolved ticket, owning-team user	Choose Closed; Save	Ticket closes; closed time set.
Reopen	Resolved or closed ticket	Set status Reopened; Save	Reopen count +1; resolved/closed time cleared; Reopened shown on In Progress step. Reopen of an open ticket -> 'Only a resolved or closed ticket can be reopened.'
Second reopen escalates by itself	Ticket at L1 already reopened once	Resolve and reopen again	Escalation type Repeated reopen, automatic, reason 'Reopened 2 times.'; level up (chain's next rung, else L2 notify to leads)
Cancel and closed rules	Closed ticket	Try status In Progress (API)	'Reopen the ticket first.'
Change SLA policy on a ticket	Ticket on Standard	Pick Priority (8x5); Save	Both dues recalculated from the ticket's creation time with the new hours
Assign within the team	helpdesk.assign, owning side	Assign A2 with a note	Agent A2; previous agent kept; History Assigned (manual) with note; A2 gets 'HD-xxxx assigned to you'
Return to previous team	Ticket transferred IT -> FS; FS user	More > Return to previous team with what was done	Back to IT; previous agent if still a member else IT method; History Returned to previous team; previous inactive team -> 'The previous team is no longer active; transfer it instead.'
Add and remove a collaborating team	helpdesk.collaborator, owning side	More > Add collaborating team Warranty; later remove (API DELETE)	Ownership card lists Warranty; History Collaborator added/removed; Warranty leads notified on add
What a collaborator sees and does	User in Warranty (collaborating)	Open the ticket	Note 'You are helping as a collaborating team. IT owns this ticket and is the only team that can resolve or close it.'; can reply, note, add subtask, edit technical fields; Resolve/Close/Cancel refused 'A collaborating team cannot resolve this ticket; the owning team does that.'
Print ticket	Any ticket	More > Print ticket	Browser print dialog with the ticket

SLA rail

Action	When	What you do	What happens
8x5 due on the UAE working calendar	Company calendar UAE, time zone Asia/Dubai; Standard 4 h / 24 h	Raise a ticket Thursday 16:30 Dubai time; read First Response Due	First response due Sunday 11:30 (Thu 16:30-17:00 = 0.5 h, Fri/Sat skipped, Sun 08:00 + 3.5 h); Resolution due Tuesday 13:30 (0.5 + 9 Sun + 9 Mon + 5.5 Tue); times shown in Dubai time
24x7 due	Critical (24x7) 1 h / 4 h	Raise a ticket at 22:00 Friday	First response due 23:00 the same night; resolution 02:00 Saturday
Gauge, state chip and remaining	Ticket with SLA	Watch the SLA panel over time	Chip On Track (<80%), At Risk (80-99%), Breached (>=100%), Paused, Met/Missed after resolve, No SLA without a policy; Remaining counts working time on 8x5
First response met or missed	New ticket	Reply before the first-response due; another ticket reply after it	First Response chip Met / Missed; with no reply yet and time passed: Missed; otherwise Due
Pause waiting on customer	Policy pauses on customer	Set Waiting Customer for 2 working hours, then In Progress	While waiting: chip Paused, Remaining 'Paused', not in SLA Risk/Overdue/sweep; after: resolution due (and first-response due if not yet answered) moved 2 working hours later
No pause waiting internal (default)	Policy with 'Pause on internal wait' off	Set Waiting Internal for 1 hour	Clock keeps running; due dates unchanged
Pause waiting vendor	Policy pauses on vendor	Escalate to vendor (status becomes Waiting Vendor)	Clock paused until the status leaves Waiting Vendor

Dashboard

Action	When	What you do	What happens
SLA sweep 80 / 90 / 100 / 120%	Tickets at 82%, 92%, 101%, 125% of window; run as helpdesk.manage	Dashboard > Run SLA check	Message 'Checked N open tickets; raised M alert(s).'; 80%: agent bell 'HD-xxxx at 82% of its SLA'; 90%: team leaders + manager; 100%: automatic escalation (rung with At SLA % reached, else MANAGER notify); 120%: executive rung person + team manager '... is 25% past its SLA'; History SLA alert rows
Sweep is idempotent	After FN-034	Run SLA check again	raised 0 for the same tickets; no duplicate bells or escalations
Sweep skips paused, closed, no-SLA	Paused, resolved and no-SLA tickets past due	Run SLA check	None of them alerted
Tiles add up	Known set of tickets	Open Dashboard, All teams, Last 30 days	Open, Unassigned, Critical, SLA Risk, SLA Breached, Escalated, Waiting Other Team, Waiting Vendor match the queues; Avg Response/Resolution in hours (wall-clock)
Team filter	Two teams	Choose IT	Tiles for IT only; Transferred In = accepted into IT, Transferred Out = accepted out of IT in the period
Tile opens its queue	-	Click Unassigned, SLA Risk, SLA Breached, Escalated, Waiting tiles	Opens Unassigned, SLA Risk, Overdue, Escalated, Waiting Internal/Vendor queue
Agent workload	Members with tickets	Read Agent Workload	Per member: Open, High, Critical, SLA Risk, Overdue, Availability (Inactive for removed members); sorted by most open
Escalation & transfer analytics	Tickets transferred and escalated; helpdesk.history	Read the analytics panel	Escalation rate and transfer rate % of tickets in the period, avg transfers per ticket, transfer acceptance hours (non-auto only), breached after transfer/escalation, manager and vendor escalations, returned, reopened; bar lists by team and reason

Routing Rules

Action	When	What you do	What happens
Rules in sequence; first match stops	Rule 5 (priority critical -> FS, stop) and rule 10 (any -> IT)	Raise a critical ticket with no team; then a normal one	Critical -> FS (only rule 5 listed in Routed by); normal -> IT
Rule without stop lets later rules add	Rule 5 sets tag VIP and priority high, stop off; rule 10 sets team IT	Raise a ticket	Team IT, priority High, tag VIP; Routed by: both rule names
All conditions must hold	Rule: type IT AND severity S1	Raise IT/S3 ticket	Rule does not match
Inactive rule ignored	Make a matching rule inactive	Raise a ticket	Rule not applied
Routing skipped when team chosen	Matching rule to FS	Raise with Assigned Team IT	Team IT; no rule in Routed by
Rule editor	-	New rule: conditions category + priority, team IT, set priority high, SLA GOLD, stop on	Listed with Seq., Conditions (field names), Team, Stops, Active; Save disabled while Name empty

Teams

Action	When	What you do	What happens
Round robin	IT method Round robin; members ids A1 < A2 < A3	Raise 4 tickets to IT	A1, A2, A3, A1 (by user id, after the last one given)
Least loaded	IT Least loaded; A1 has 3 open, A2 1 open	Raise a ticket	A2
Skill based	IT Skill based; category Printer needs skill PRINTERS; only A2 has it (API user-skills)	Raise a Printer ticket	A2 even if more loaded; no one skilled -> least loaded among all
Manual method	IT Manual	Raise a ticket to IT	Team IT, no agent, status New (shows in Unassigned)
Create and edit a team	helpdesk.configure	New team IT_L1 with manager, default SLA, Round robin, manager approval; Edit	Listed with Type, Assignment, Transfers in; duplicate code -> 'That code is used already.'

Teams > Members

Action	When	What you do	What happens
Observers and effective dates	A3 observer; A4 effective_to yesterday (API)	Raise tickets to IT	Never assigned to A3 or A4
Add, change role, remove a member	Team IT	Add A1 agent; add A1 again as team leader; Remove	One row (role updated); Remove switches Active to No (kept for history), Open tickets column shown

Transfer team

Action	When	What you do	What happens
Transfer to a team that accepts automatically	FS acceptance Accepted automatically	Transfer to FS, reason Field visit required, Keep original SLA	Team FS now; Previous Team IT; agent by FS method (or chosen agent); status Assigned; dues unchanged; History Transfer requested + Transfer accepted; requester and new agent notified
Transfer waiting for acceptance	FS acceptance 'A team member accepts'	Transfer to FS	Ticket stays with IT; banner 'Transfer to FS is waiting to be accepted - requested by ...'; card chip Transfer pending; FS members get an approval notice; a second transfer -> 'A transfer is already waiting to be accepted. Cancel it first.'
Manager approval	FS acceptance 'The manager approves'	Transfer; FS agent tries; FS leader accepts	Agent sees no Accept button ('Only the receiving team manager can accept or reject this transfer.' via API); leader/manager accepts; Approvals tab shows the waiting transfer
SLA treatment: Pause until accepted	FS needs acceptance	Transfer with Pause until accepted; wait 1 working hour; accept	Chip Paused while waiting; on accept dues move 1 working hour later. On reject or cancel the clock also resumes
SLA treatment: Reset resolution	Auto team	Transfer with Reset the resolution SLA	Resolution due = now + policy hours; first-response due unchanged; alert level reset
SLA treatment: Recalculate by target team	FS default SLA Critical (24x7)	Transfer with Recalculate	Policy becomes Critical; dues recalculated from the ticket creation time; with no FS default SLA nothing changes
Keep collaborators off	Ticket with Warranty collaborating	Transfer with Keep collaborating teams off	Warranty removed; a collaborating target team stops being a collaborator when it becomes owner

Action	When	What you do	What happens
Accept a pending transfer	FN-049; FS user with helpdesk.transfer.accept	Accept	Ownership moves to FS; History Transfer accepted 'accepted by'
Reject a pending transfer	FN-049	Reject with a reason	Stays with IT; transfer status none; History Transfer rejected with the reason; requester notified; empty reason -> 'Say why the transfer is rejected.'
Cancel a pending transfer	FN-049; requester side	Cancel transfer	Transfer cancelled; History row Transfer rejected with 'Withdrawn by the requesting team.'

Escalate

Action	When	What you do	What happens
Escalate by the chain	IT chain: L2 = IT-L2 team collaborate; L3 = FS transfer	Escalate with level blank	Level L2; IT-L2 added as collaborator; owner unchanged; History Escalated; L2 leads notified 'HD-xxxx escalated to L2'
Escalate with transfer mode	Next rung L3 transfer to FS	Escalate again	Level L3; ownership moves to FS at once (escalation transfers are never waiting for acceptance); History Escalated + Transfer accepted
Escalate to management	User with helpdesk.escalate.manager	Escalate level MANAGER with no team	Mode becomes Notify; History 'Escalated to management'; team manager notified. Without the right -> 'You do not have permission for this action.'
Escalation only climbs	Ticket at L2	Escalate to L2 (API)	'The ticket is already at L2; escalation moves it up, not sideways.'
Priority change with escalation	Normal ticket	Escalate with Priority change critical	Priority Critical
Automatic escalation at 100%	Chain rung MANAGER At SLA % 100	Let a ticket pass 100%; Run SLA check	Automatic escalation type SLA risk, reason '1xx% of the resolution window used.'; author shown as the user who ran the check

De-escalate

Action	When	What you do	What happens
De-escalate	Ticket at L3, helpdesk.deescalate	De-escalate to L1 with a reason	Level L1, escalation status none; open escalations above L1 closed; History De-escalated 'L3->L1'
Back from the vendor	Ticket at VENDOR waiting vendor	De-escalate	Vendor escalation cancelled; status In Progress; clock resumes

Escalate to vendor

Action	When	What you do	What happens
Vendor escalation	Open ticket	More > Escalate to vendor: vendor, reference, 24 h	Level VENDOR, status Waiting Vendor (SLA paused if the policy says so); Related Records > Vendor escalations row with due = now + 24 h (24x7), red when overdue

Messages

Action	When	What you do	What happens
Reply sets first response	New ticket	Reply	Reply listed (chip Reply); First responded set once; status New/Assigned -> In Progress
Internal note audiences	Notes with each audience	Read as owner, as a collaborator, as a team leader, as a helpdesk.manage user	All internal: everyone; Owning team only: owning side; Selected team: owning side + that team; Managers only: current team leaders/manager; helpdesk.manage sees all
@mentions	Users with usernames	Note '@a2 @IT_L1 @manager please check'	Bell 'You were mentioned on HD-xxxx' to a2, IT_L1 members (not observers), the team leads; never to the author

Activities / Work Orders

Action	When	What you do	What happens
Subtask and work order	Owning side	Add Task to this team; Create Work Order to FS with agent F1	Rows in Activities / Work Orders tabs with counts; FS added as collaborator; F1 notified 'Work order on HD-xxxx'
Mark done	Open subtask	Mark done, enter an outcome	Status done, outcome shown; cancelling the prompt changes nothing

Action	When	What you do	What happens
Link and unlink a record	Owning side	Link a record: Sales order SO-000123; Remove	Row added in Related Records and right rail; removed again

Time & Cost

Action	When	What you do	What happens
Log time	Owning side	Log 45 min billable cost 150; log 30 min not billable	Totals 1h 15m, Billable 0h 45m, Cost 150.00; Day defaults to today in Dubai

Merge

Action	When	What you do	What happens
Merge a duplicate	Tickets HD-A (duplicate) and HD-B (open)	On HD-A: Merge, number HD-B	HD-A cancelled (resolution type duplicate), hidden from lists, still opens by link; HD-B gets HD-A's links and an internal note 'HD-A (...) was merged into this ticket.'

History

Action	When	What you do	What happens
Hand-off history	Ticket with many moves; helpdesk.history	Open History	Every event in time order with teams, people, level, reason, author ('System' when none), accepted by, SLA before -> after; without helpdesk.history: 'Hand-off history needs its own permission.'

SLA Policies

Action	When	What you do	What happens
Create a policy	-	New: GOLD, 2 h, 8 h, 24x7, pause customer on	Listed; offered on tickets and teams

Escalation Chains

Action	When	What you do	What happens
Chain levels	Chain for team IT	Levels: L2 IT-L2 collaborate; L3 FS transfer 100%; MANAGER notify 120%; Save. Then try L3 above MANAGER order reversed	Saved in order; reversed order -> 'Each rung sits above the one before it.'
Category chain overrides team chain	Chains for team IT and for category Printer	Escalate a Printer ticket owned by IT	The category chain's rung is used

Action	When	What you do	What happens
Subcategory	Category Hardware	New category Monitor under Hardware; open a ticket and choose Hardware	Monitor offered in Subcategory only under Hardware

Types / Categories / Skills

Action	When	What you do	What happens
Deactivate a master	Active type and policy	Untick Active	No longer offered on new tickets; existing tickets keep it

Applications > Helpdesk > Features

Action	When	What you do	What happens
Turn off SLAs and escalation	Admin; propose and approve	Turn the switch off; open Helpdesk	SLA Risk and Escalated menus gone; Run SLA check and Escalation chain levels Save refused 'SLAs and escalation is disabled for this company.'; tickets still readable.
Turn off Skills and workload routing	Admin	Turn off; open Helpdesk	Skills menu gone; user-skills writes refused; Dashboard workload still shown (it is a read)

Applications > Helpdesk > Fields

Action	When	What you do	What happens
Field setting Required	Set Requester department = Required	Raise a ticket without department	Field marked *; save refused 'Requester department is required by this company.'
Field setting Hidden	Set Ticket location = Hidden	Open a new ticket; open an old ticket that has a location	New: Location not shown; old: shown locked; sending a value via API -> 'Ticket location is turned off for this company.'
Field setting Read-only	Set Serial number = Read-only	Raise with serial SN-1; then change it	Typed on create; locked after save; API change -> 'Serial number cannot be changed in this company.'

Notifications

Action	When	What you do	What happens
Bell notices	Users with tickets	Assign, transfer, mention, SLA alert	In-app bell only (category delegation / approval / decision / escalation); no email, WhatsApp or SMS is sent

Updated 3 October 2026