Documentation forWeb Help Desk

Set up your tickets

Clients and techs create tickets, either through the Web Help Desk user interface or through email, and use tickets to correspond to each other.

The Tickets tab in the left menu defines ticketing functions, such as how tickets are generated, routed, updated, and closed.

These functions include:

Request types

When a client or tech creates a ticket, they select a request type that determines which custom fields display on the ticket and which techs can be assigned to it. The request type also determines how the ticket is routed to a tech.

Status and priority

Each ticket is assigned a status and priority. The status indicates the ticket's stage of completion (for example, Open, Acknowledged, Resolved, or Closed) and determines whether time should be counted against the ticket while in that stage.

The ticket due date and time is based on your priority type settings. The priority determines the ticket due date. Each priority can be configured with three alert levels to warn techs when a ticket needs attention.

For example:

  • Priority: Urgent

  • Due Date & Time: 8 hours

In this example, any ticket with an Urgent priority has a due date and time of eight hours from the date and time when the ticket was created.

The Due Date & Time setting is based on your business zone. Business zones describe the time zone, country, business hours, and other related information for your primary and remote call center locations. You can set up business zones that apply to cities or countries where your techs assist clients.


Tasks facilitate how tickets are automatically created. A task contains one or more task elements, each of which provides settings for a new ticket.

When the task runs, a ticket is created for each task element, either sequentially or all at once, depending on how the task was configured. You can run tasks manually or automatically at given intervals.

You can group identical tickets together to troubleshoot and resolve all tickets as one service request. See parent/child service relationships for details.