Module
Helpdesk
Customer requests land in one place, each with its own number, priority and deadline. For companies that run support over email and want to see in the morning what has to be answered today.
See it instead of reading it
Recorded in the running product, with real data — not an animation.
What the module does
Number, deadline and history on every ticket
A new ticket gets the number BD-year-00001, a deadline in hours and a "created" entry in its history.
Rules are in place for the four priority levels
- two hours for critical
- four for high
- eight for medium
- twenty-four for low
Tickets born in a mailbox take their hours from that rule, in the form the agent sets them directly.
Deadlines that run on working hours
The countdown only spends minutes inside the stored working time, set up as Monday to Friday, 09:00 to 18:00, in the Europe/Berlin time zone.
The ticket carries a traffic light: green, amber in the last quarter of the time left, red once the deadline has passed.
Every fifteen minutes a job walks through all active companies, marks the open tickets past their deadline and fires the rules tied to the deadline alarm.
Four work queues, filters and a Kanban board
Unassigned, mine, deadline at risk, waiting for the customer: the counts appear as dots in the sidebar and refresh every minute.
The list filters by status, priority, category, search text and view, sorts on any column header and changes several selected tickets at once.
The board shows five columns, and dragging a card changes the status.
If/then rules with a dry run
Four triggers
- creation
- change
- status change
- deadline alarm
Conditions on category, priority, source, status, subject line and email domain.
Seven actions
- assign
- assign to the least loaded agent
- change priority
- change status
- add a label
- send a template
- move up one step
Every rule can be tried on a real ticket as a dry run before it goes live.
Canned replies in four languages
Replies with a shortcut, a category and a language.
Placeholders for name, ticket number, subject and agent fill in from the open ticket, and each reply counts how often it is used.
A starter set of 20 replies, five kinds in German, Italian, French and English, is loaded from the admin area in one click, without overwriting your own.
Knowledge base while you answer
Articles with a category, draft or published, with full text search across the published ones and counters for views and "helpful".
While the answer is being written, the module suggests the articles that match the ticket subject, and one click drops the reference into the text.
Email becomes a ticket, the customer is recognised
For each mailbox you decide whether incoming messages become tickets.
Category and priority come from keywords in the subject line or from the defaults you set, and the sender is matched by address to the contact or the company in the CRM.
Each message produces at most one ticket, and the link between message and ticket is kept.
Reports, logged time and rating
Volume day by day, average time to resolution, SLA percentage, breakdown by category, priority and status, output per agent, all exported as PDF on your letterhead.
Time on a ticket is logged with a timer or in minutes and added up by a database trigger.
Once the case is resolved, an internal rating from 1 to 5 records how it went.
How a case runs
- The ticket is created: in the form with subject, description, priority, category, customer linked to the contact and company in the CRM, agent, hours and labels, or on its own from a message in a monitored mailbox.
- Number and deadline are set and the ticket sits in one of the four queues. For tickets created inside the module the rules apply at once: assign, set priority, add a label, send a template.
- Work on it: internal note in the conversation, canned reply inserted in one click, knowledge articles matching the subject, files attached, time logged with the timer or in minutes.
- Escalate and tidy up: escalation raises the priority one step and records the reason, duplicate reports move to the target ticket with their comments and attachments, and related cases are linked as related or as duplicate.
- Keep an eye on the deadline: the traffic light on the ticket shows the working time left, and the run every quarter of an hour marks breaches and fires the rules tied to the deadline alarm.
- Close it: status resolved or closed, logged minutes, internal rating from 1 to 5, then the report as PDF on your letterhead.
Frequently asked questions
Who can see the tickets, and what stays on record?
Separation between companies is enforced by the database itself: every table of the module carries row level security with a per company criterion. On top of that sit rights per area, separate for tickets, knowledge base, canned replies, rules and reports. The history on the ticket records creation, status changes, escalation, merges, the steps taken by the rules and the rating, while the central audit log adds the person and their email address.
How does an email become a ticket?
In the settings you tick, mailbox by mailbox, that it is monitored and that tickets should be created from it. When the mail is fetched, every new incoming message becomes a ticket, category and priority come from keywords in the subject or from your defaults, and the sender is looked up in the CRM by address. A message that has already been processed is never turned into a second ticket.
Does it fit customers who do not write in English?
The interface and the ticket categories exist in German, Italian, French and English, and so do the ready-made replies. The German ones are written in German courtesy forms, from "Guten Tag" to "Mit freundlichen Grüßen", rather than translated from an English original.