Manage Tickets

Create Ticket from Email

When you signed up with iHelpdesk, you were asked to specify a site name, such as acme. Then your help desk web site is http://acme.ihelpdesk.com, and you were given an email address acme@ihelpdesk.com . You can tell your customers to send email to this email account, or forward your existing email accounts such as support@acme.com to acme@ihelpdesk.com. Emails received in this account will be automatically converted to tickets. For spams and non-ticket emails, you can use the “Report Spam” and “Not Ticket” buttons to move them.

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If still want to use your existing accounts, you can configure POP3/IMAP settings to retrieve emails from other sources:

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Create Ticket from Web Interface

End User

End user can submit new ticket from their iHelpdesk account:

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Agent Creates Ticket for User

Agent can create a ticket on behalf of a user:

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Reply Ticket

Select a ticket and then press “Reply” button to reply or add a comment:

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If the “Send email as well” option is unchecked or there is no “To” or “Cc” fields, no email will be sent.

Ticket ID will be appended to reply email’s subject. For example, if the original subject of a ticket is “Re: Request for Quote”, it will be changed to

Re: Request for Quote [Ticket:1323142889058052]

Then when the end user replies the email, the ticket ID will be parsed and then the email will be included as a new comment to the ticket.

If the “Change status pending” option is checked, the status of this ticket will be changed to “Pending” after replying.

Time tracking feature can be used to track how much time an agent spends on this ticket:

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Press the arrow button to start tracking time, or check the “Auto-start”, which will start time tracking automatically when reply window is opened.

Update Ticket

Select a ticket and then press “Edit” button to change properties of it:

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Bulk Edit Tickets

Select tickets and then press “Bulk Edit” button to change properties:

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If “Apply to all tickets” option is selected, then the change will apply to all tickets, including tickets that are not selected.