Helpdesk 101

Getting started with the helpdesk software

Can I use email to reply to a ticket?

Email Integration with Support TicketsYes! Email integration is one of the most convenient ways to manage your support tickets.How Email Integration Works• Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ema...

I created a ticket, when can I expect an answer?

Response Time ExpectationsOur support team is committed to providing timely responses to all customer inquiries. Here's what you can expect:Standard Response Times High Priority Issues: 2-4 hours (system outages, security incidents, data loss) Standard Issues: 4-8 hours (feature requests, conf...

What is a ticket? Is it the same as a request?

Understanding Support TicketsA ticket is our technical term for any support request, question, or issue you submit to our helpdesk system. Think of it as a digital record that tracks your interaction with our support team.Ticket vs RequestYes, a ticket and a request are essentially the same thing...

What personal information are you tracking?

Privacy and Data ProtectionWe are committed to protecting your privacy and being transparent about what data we collect and how we use it.Information We Collect• Account Information - Name, email, company details • Support Interactions - Tickets, communications, and resolution history • Usage Dat...