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Helpdesk

Track, triage and resolve support tickets, assign them to teammates and link them to the affected asset.

Overview

The Helpdesk tracks support tickets from the moment someone reports a problem until it is closed. Each ticket has a title, a description, a priority and a status, and can be assigned to a teammate and linked to the asset it is about. Comments keep the whole conversation on the ticket.

You need helpdesk:read to see tickets and helpdesk:write to create, update, comment on or delete them.

Screen tour

  1. + New Ticket: opens the New Ticket dialog.
  2. Summary: Total, Open, In Progress, Resolved, Closed and Critical counts for the loaded tickets.
  3. Search title or requester: filters the list as you type.
  4. Status and Priority: show only tickets with that status or priority.
  5. Sort by: the order of the list.
  6. The count of shown and loaded tickets.
  7. Select tickets with the checkboxes to change many at once.
  8. State: the status and priority badges of each ticket.
  9. Title: click it to open the ticket. The short code under it is the ticket reference.

The list loads 50 tickets at a time. Click Load more at the bottom to load the next 50.

Filter and sort tickets

  • Type in Search title or requester to match the ticket title or the person who created it.
  • Choose a Status (All statuses, Open, In Progress, Resolved, Closed) or a Priority (All priorities, Low, Medium, High, Critical).
  • Active filters appear as chips. Click × on a chip to remove it, or Clear filters to remove all of them.

Sort by options:

OptionOrder
Newest firstMost recently created first (default).
Oldest firstOldest first.
Priority: Critical firstCritical, High, Medium, Low.
Priority: Low firstLow, Medium, High, Critical.
Status: Open firstOpen, In Progress, Resolved, Closed.
Title: A to ZAlphabetical by title.

Create a ticket

  1. Click + New Ticket.
  2. Enter a Title and, optionally, a Description.
  3. Choose a Priority. The default is Medium.
  4. Optionally, choose an Assignee: start typing a teammate’s name or email and pick them from the list.
  5. Optionally, choose the Asset the ticket is about: start typing the asset name and pick it from the list.
  6. Click Create ticket. The message “Ticket created.” appears and the ticket is added to the list.

If you click Cancel after typing, DeviceQuest asks “You have unsaved changes. Discard this ticket?”. Click Keep editing to go back, or Discard to close the dialog.

Fields

FieldDescriptionRules
TitleA short summary of the problem.Required.
DescriptionDetails: what happened, where, and since when.Optional.
PriorityLow, Medium, High or Critical.Default Medium.
AssigneeThe teammate who works on the ticket.Optional. Picked from the users in your organization.
AssetThe asset the ticket is about.Optional. Picked from your asset inventory.

Update many tickets at once

  1. Select tickets with their checkboxes, or use the checkbox in the header to select all shown tickets.
  2. The bulk bar at the bottom shows how many are selected.
  3. Choose a value in Set status… and click Set status, or choose a value in Set priority… and click Set priority.
  4. A message reports how many tickets were updated. Tickets that could not be updated stay selected, so you can try again.
  5. Click Clear selection to deselect all.

Work on a ticket

  1. Back to Helpdesk: returns to the list.
  2. The title, status badge and ticket reference.
  3. Priority: change the priority directly from this menu.
  4. Delete: deletes the ticket after confirmation.
  5. Description and Comments: the ticket text and the conversation. Type in Add a comment… and click Send.
  6. Next step: buttons that move the ticket to its next status.
  7. Ticket details: Reference, Status, Priority, Created by, Created, Last updated, Assigned to and Asset.

Below Ticket details, the Assignment panel assigns or reassigns the ticket.

Change the status

The Next step panel shows only the moves that are allowed from the current status, for example Move to In Progress. Click one to change the status.

Assign the ticket

  1. In Assignment, click Assign to (or Reassign to when the ticket already has an assignee).
  2. Start typing the teammate’s name or email and pick them from the list.
  3. Click Save. Assigned to in Ticket details shows the new assignee.

To unassign a ticket, clear the field and click Save. Assigned to then reads Unassigned.

Delete a ticket

Click Delete. The Delete ticket dialog warns that this permanently removes the ticket and all of its comments. Click Delete ticket to confirm. You return to the list.

Statuses

StatusMeaningNext possible status
OpenThe ticket is new and waiting for someone to pick it up.In Progress
In ProgressSomeone is working on it.Resolved
ResolvedThe problem is fixed and waiting for confirmation.Closed, or Open to reopen it
ClosedThe ticket is finished.Open, to reopen it

From the list’s bulk bar you can set any status directly, for example to close many resolved tickets at once.

Priorities

PriorityUse for
CriticalOutages or security issues that need action now.
HighProblems that block someone’s work.
MediumNormal requests (default).
LowMinor issues and questions.