Managing Helpdesk Tickets

In the Tickets section of Keka's Helpdesk, you will find a comprehensive list of all the tickets raised by employees, whether currently active or closed. This tab serves as a control center for administrators, offering the capability to view, edit, close, or assign tickets to the relevant personnel. It's a crucial space for managing and monitoring the progress of reported issues, ensuring a responsive and systematic approach to employee requests.

The Tickets tab is split into two categories. The Open Tickets tab contains the list of the tickets that are yet to be resolved and the Closed Tickets tab displays the history of the tickets that are marked as closed. Let us understand the functionalities of these tabs in detail.

Accessing Helpdesk Tickets

To access helpdesk tickets, click on Org(1) from the left navigation menu. Navigate to Helpdesk(2) and click on Tickets(3).

Open Tickets

The first tab that you can see under the Tickets section is Open Tickets. Whenever a ticket is raised it is reflected here in this tab until it is resolved.

Using the filters and search bar you can sort your search quickly and locate any specific ticket. By clicking on the three dots below the filters, you can sort the columns to display to make it easy for you to look at the required attributes of the claims.

Clicking on a specific request allows you to see all its details. From this screen, you can export the entire conversation by clicking on the Three Dots and selecting Export Conversation. In the Ticket Details widget, you can easily make changes like adjusting the Add Followers, Category, Sub Category, Assigned To, Priority, and Ticket Status. Click on Update after making necessary changes. Additionally you can also add a Note and Upload a Document by tagging employees. After adding a note you close the ticket by clicking on the down arrow next to the Send and choosing the option of Send Message and Close the Ticket.

You can also edit and close any specific ticket by clicking on the Three Dots under the Actions section of every ticket.

If you wish to Close or Change Category of tickets in bulk you can do so by selecting the tickets and clicking on the relevant options.

Close Tickets

After marking a tickets as closed it is reflected here. Admins can oversee the details past ticket history from this tab. If you wish to reopen any ticket, click on it, and at the bottom of the screen you can find the option of Reopen. Now you can find this reopened ticket in the Open Tickets tab.

Hope you are clear about managing tickets through Keka's Helpdesk. After reading this article you might be interested in managing the settings and categories of the tickets. Click on this link to read the article : Managing Helpdesk Settings