[Sugester V2 EN](https://sugester.intum.pl/kb/sugester-v2-en.md) / [Helpdesk / Tickets](https://sugester.intum.pl/kb/sugester-v2-en/helpdesk.md)

# [Helpdesk - customer support ticket handling](https://sugester.intum.pl/kb/sugester-v2-en/helpdesk-customer-support-ticket-handling.md)

## What is Helpdesk?

Helpdesk is a module for handling customer tickets. It allows for:
- creating and managing tickets
- embedding a widget on your website through which customers can submit tickets
- automatic email notifications for customers
- a public link to the ticket so the customer can track the status
- linking the ticket to tasks in the Organization module

## How to enable the Helpdesk module?

1. Go to **Settings → Modules**
2. Find the **Helpdesk** module and activate it
3. After activation, the **Helpdesk** item will appear in the main menu
4. Click **Helpdesk** - a list of tickets will open
5. In the side menu, you will find links to **Categories** and **Desks**

## Basic concepts

- **Ticket** - an issue reported by a customer or employee
- **Desk** - a service point with widget and email template configuration
- **Category** - type of ticket (e.g., "Technical Problem", "General Question")
- **Widget** - a form to be embedded on the customer's site
- **Internal Comment** - a note visible only to employees
- **Related Task** - a task from the Organization module linked to the ticket

## How to get started?

### 1. Create a Desk

Go to **Helpdesk → Desks** (link in the side menu) → **New Desk**.

Provide:
- **Name** - e.g., "Technical Support"
- **Number Pattern** - the format for ticket numbering, e.g., `SUP-{{yy}}-{{mm}}-{{nr-m}}`
- **Mailbox** - select the mailbox from which notifications will be sent

### 2. Create Categories

Go to **Helpdesk → Categories** → **New Category**.

Example categories:
- Technical Problem (red color)
- General Question (green color)
- Feature Request (purple color)

### 3. Configure Email Templates

In the desk settings, you can define:
- **Email after ticket creation** - sent to the customer when the ticket is accepted
- **Email after adding a comment** - sent when an agent replies to the ticket

Available variables in templates:
- `{{ticket_title}}` - ticket title
- `{{ticket_url}}` - link to view the ticket
- `{{desk_name}}` - desk name
- `{{comment_content}}` - content of the comment (only in the comment template)

## Ticket Statuses

<table>
<tr><th>Status</th><th>Description</th></tr>
<tr><td><b>Open</b></td><td>New ticket, waiting for a response</td></tr>
<tr><td><b>In Progress</b></td><td>Employee is handling the issue</td></tr>
<tr><td><b>Pending</b></td><td>Waiting for a response from the customer</td></tr>
<tr><td><b>Resolved</b></td><td>Issue resolved, waiting for confirmation</td></tr>
<tr><td><b>Closed</b></td><td>Issue completed</td></tr>
</table>
## Priorities

- **Low** - can wait
- **Normal** - standard order
- **High** - urgent
- **Critical** - requires immediate response

## Numbering Patterns

You can customize the format of ticket numbers:

<table>
<tr><th>Pattern</th><th>Example</th><th>Description</th></tr>
<tr><td><code>{{nr}}</code></td><td>1, 2, 3...</td><td>Continuous numbering</td></tr>
<tr><td><code>TK-{{nr}}</code></td><td>TK-1, TK-2...</td><td>With prefix</td></tr>
<tr><td><code>{{yy}}-{{nr-y}}</code></td><td>26-1, 26-2...</td><td>Annual numbering</td></tr>
<tr><td><code>SUP-{{yy}}-{{mm}}-{{nr-m}}</code></td><td>SUP-26-02-1...</td><td>Monthly with prefix</td></tr>
<tr><td><code>F-{{yy}}-{{ww}}-{{nr-w}}</code></td><td>F-26-05-1...</td><td>Weekly numbering</td></tr>
</table>
## Creating a ticket from an email

You can create a ticket directly from a received email:

1. Open the email in the **Mail** module
2. Click the dropdown menu (three dots)
3. Select **Create Ticket**
4. Fill in the details and optionally check **Archive Email**
5. Save

## Linking tickets to tasks

Helpdesk tickets can be linked to tasks from the **Organization** module. This allows you to track work related to the customer's ticket.

### Creating a task from a ticket

1. Open the ticket in the operator panel
2. Click the **Add Task** button
3. The system will create a new task with the ticket title and automatically link it

### Linking to an existing task

1. Open the ticket → click **+ Link Task**
2. Search for the task by name
3. The selected task will appear in the list of linked tasks

The linking is bidirectional - the list of linked tickets is also visible on the task card. You can remove the link from both sides.

## Integration with CRM

Tickets are automatically linked to customers in the CRM. On the customer card, you will see a list of their tickets.