Knowledge base
🎫 Ticket management
Creating, working, routing, escalating and closing tickets.
How a ticket is created — every route in
Five ways a ticket comes into existence, and what happens in each case.
Read the article →Statuses, and what each one really means
Status is the single most-abused field in every helpdesk. Agree the meanings and your reports become true.
Read the article →Escalation versus reassignment — when to use which
They look similar and mean completely different things to your reporting.
Read the article →Merging duplicate tickets
A customer writes twice because they are anxious. Merging keeps the history in one place.
Read the article →