Desk

Desk (shown as Customer Support in the menu) keeps your customers' support requests as tickets: who asked, how urgent it is, who has it, what was answered and when it was resolved. Support staff and managers use it, together with internal knowledge articles the team writes once and reuses.

A ticket hangs on a customer of your customer list. With Services & Maintenance on, a ticket can become a work order; with the Inbox on, a Front Desk case can become a ticket.

• Create a support ticketRecord a customer's request as a ticket with a priority and an assignee; Desk sets its response and resolution deadlines.
• Work a ticket to resolutionAssign a ticket, log the replies you gave, add internal notes, resolve or reopen it, and record the customer's satisfaction.
• Write knowledge articles for your teamWrite internal help articles once, publish them, and add a published article to a ticket instead of typing the same answer again.
• Escalate a ticket to a service work orderTurn a support ticket into a Services & Maintenance work order for the same customer, once per ticket.
• Import a Front Desk case as a ticketEarly accessEarly access. Turn a team case from the Inbox into a support ticket that carries the case's summary.