Litestartup

Help Desk

Manage customer support requests with a ticket system.

Help Desk provides an organized way to handle customer inquiries. Tickets can be created from email, live chat, or manually. Your team can manage, prioritize, and resolve them.

Getting Started

  1. Go to Applications > Help Desk from the sidebar
  2. View incoming support requests
  3. Assign tickets to team members
  4. Track and resolve issues

How Tickets Work

  1. Customer sends email to your support address (e.g., [email protected])
  2. Email is automatically converted to a ticket
  3. Ticket appears in your Tickets dashboard
  4. Team responds via the ticket interface
  5. Customer receives response as email

Viewing Tickets

Ticket List

The Tickets page shows all tickets with:

  • Ticket number (e.g., TKT-00123)
  • Subject line
  • Status
  • Priority
  • Created date
  • Last updated

Filter Tickets

Filter by status:

  • Open - New or in-progress tickets
  • Pending - Waiting for customer response
  • Closed - Resolved tickets

Managing Tickets

View Ticket Details

Click on a ticket to see:

  • Full conversation history
  • Customer information
  • Ticket metadata
  • Actions available

Reply to Ticket

  1. Open the ticket
  2. Type your response
  3. Click Send Reply
  4. Customer receives your response via email

Update Ticket Status

Status When to Use
Open Ticket needs attention
Pending Waiting for customer reply
Closed Issue resolved

Set Priority

Priority Description
Low Non-urgent issues
Normal Standard requests
High Urgent issues
Critical Business-critical problems

Close Ticket

  1. Open the ticket
  2. Click Close Ticket
  3. Ticket moves to closed status

Creating Tickets

Ticket Sources

Source Description
Form Created manually via the dashboard
Email Automatically created from incoming customer emails
Chat Converted from a live chat session

From Email

Tickets are automatically created when customers email your support address.

Manual Creation

Create tickets manually:

  1. Click Create Ticket
  2. Enter customer email and name
  3. Enter title and description
  4. Set priority
  5. Assign to team member (optional)
  6. Click Create

From Live Chat

Convert a chat session to a ticket:

  1. Open the chat session in Applications > Live Chat
  2. Click Convert to Ticket
  3. Chat history is included in the ticket

Team Collaboration

Assign Tickets

Assign tickets to specific team members:

  1. Open the ticket
  2. Click Assign
  3. Select team member

Internal Notes

Add notes visible only to your team:

  1. Open the ticket
  2. Click Add Note
  3. Enter internal note
  4. Note is not sent to customer

API Access

Manage tickets programmatically:

Best Practices

  • Respond promptly - Aim for first response within 24 hours
  • Use clear subjects - Help customers understand the status
  • Set accurate priorities - Triage tickets appropriately
  • Close resolved tickets - Keep your queue clean
  • Use internal notes - Document context for your team
Last updated: March 11, 2026