Basic Help Desk

Contacts can submit their support requests through a user-friendly webform. Once submitted, a ticket is automatically created, and its status is set to "New." An email confirmation is promptly sent to the submitter, acknowledging their request.

New tickets are picked up by team members and their status changed to "Assigned." This action automatically associates the currently logged-in user with the ticket..

When responding, team members use the "Compose Email" feature. Upon sending a reply, the ticket's status is updated to "Waiting," indicating that the requester's response is now awaited.  If not waiting, ticket can be marked as "Support Resolved".

Once a reply is received from the requester, the ticket's status is changed to "Reply Received." This update helps the team quickly identify tickets that require further action in the "Needs Action" view.

To prevent delays in handling unresolved tickets, a daily automated flow monitors tickets in the "Waiting" status for more than 3 days. If no response is received within this time frame, a follow-up email is automatically sent to prompt the requester.

For tickets that remain unanswered even after the follow-up, they are marked as "Final Call." If no response is received within 4 days of sending the final call email, the ticket is automatically "Archived".

Update the Send an Email action in New Item Update and Close Final Call Automations with your Email Address