HelpDesk - Ticket Management System
Introduction
The HelpDesk module is a comprehensive system for managing requests, tickets, and technical support within eIntranet. It enables organizations to efficiently manage customer requests, internal IT support, service tickets, or any work requests requiring status tracking, assignee management, and communication logging.
Main Features
- Multiple HelpDesk projects per company with separate rights and settings
- Automatic ticket import from email inbox
- Ticket statuses with color coding (0-7)
- Priority levels with custom settings
- Assignee assignment to tickets
- Email and SMS notifications for assignees
- CRM integration with companies and branches
- Connection to orders, projects, and contracts
- Response templates for quick handling
- Custom columns and filters per project
- Automatic ticket list refresh
- History of all changes and communication
- Quality rating system
- Related ticket linking
- Web form for customers
HelpDesk Projects
Create multiple projects within one company. Each project represents a separate support area with own settings, user rights, email inbox, and options. Create projects in Settings > HelpDesk.
User Rights
Level 0 - No Access
User has no access to the project. Project is not visible.
Level 5 - View Assigned Tickets
User sees only tickets assigned to them as resolver. Cannot see other tickets or create new ones.
Level 10 - View All Tickets
User can access all tickets, create new ones, edit existing, add comments, and change statuses.
Level 15 - Full Administration
Full control including deleting tickets, restoring deleted records, and changing project settings.
Creating Tickets
- Open HelpDesk module
- Select HelpDesk project tab
- Click Add Ticket button
- Fill in required fields: Subject, Description, Severity
- Fill optional fields: Company (CRM), Branch, Order, Assignee, Deadline
- Attach files if needed
- Click Save
Working with Tickets
Ticket list displays in a table with columns: ID, name, status, creation date, submitter, assignees. Use filter buttons for quick filtering by status or priority. Open advanced filter for complex searches.
Priority Levels
Each project can have custom priority levels (Critical, High, Medium, Low). Each level has its own color for visual distinction. Administrators define levels in project settings.
Ticket Statuses
| Draft (6) | Ticket being prepared, not yet submitted |
| New (0) | Just created, awaiting assignment |
| Open (1) | Actively being resolved |
| Waiting for Reply (2) | Waiting for submitter response |
| Waiting for Approval (3) | Solution proposed, awaiting approval |
| Resolved (4) | Marked as resolved, awaiting confirmation |
| Closed (5) | Successfully resolved and closed |
| Rejected (7) | Rejected due to invalidity or duplication |
Communication
All communication is recorded in Solution / Notes section. Notes can be internal (visible only to resolvers) or public (sent to customer via email). Attach files to notes as needed.
CRM Integration
When enabled, assign companies and branches from CRM to tickets. Useful for customer support to track requests by customer. Filter tickets by company, generate reports on request counts.
Response Templates
Create predefined texts for frequently used responses. Manage templates in Response Templates tab. Select template when adding notes to auto-fill content.
Email Import
Configure email address for each project to automatically import emails as tickets. System checks mailbox regularly, creates tickets from emails, and sends confirmation to sender. Replies with ticket number in subject (e.g., [HD-123]) are added as notes to existing tickets.
Tips
- Use status buttons for quick filtering
- Enable auto-refresh for second monitor display
- Link related tickets together
- Use custom columns for specific tracking needs
- Search in description and notes fields
- Export to Excel for reporting