Quick answer
Employees raise tickets in tenant-configurable categories; agents triage a queue with assignment, priority and status controls. Per-priority SLA policies set first-response and resolution targets, an hourly sweep alerts agents on breaches, and employees rate the resolution (CSAT) when their ticket closes.
Raising and tracking a ticket
Helpdesk → New ticket: pick a category, describe the issue, submit. The conversation lives on the ticket page — replies notify you, and you can reopen after resolution or leave a CSAT rating.
Working the queue (agents/admins)
The Queue shows all tickets with SLA state at a glance (on track / due soon / breached), filterable by status and priority. Assign, reprioritise, reply and resolve from the detail view. Settings holds your categories and SLA policies per priority.
A note on sensitive issues
Harassment or grievance matters shouldn't go through the general queue — use Raise a Concern, which routes confidentially to your grievance committee.
Frequently asked questions
- Who answers my ticket?
- Tenant admins and designated agents work the queue. Your ticket shows its assignee, every reply, and its current status at all times.
- What if a ticket isn't answered in time?
- Each priority has SLA targets for first response and resolution. An hourly sweep flags breaches and alerts the agents, so overdue tickets can't slip silently.
- Can I reopen a resolved ticket?
- Yes — if the fix didn't stick, reopen it from the ticket page. You can also rate your experience after resolution.