MountDev Ops Helpdesk

What Helpdesk Is

Helpdesk keeps every ticket and every message on it. Client email to your support addresses becomes tickets, and your team replies from each ticket by email. It starts with the modules below, and every one of them can be changed, turned off, or deleted in Setup, the same as any module (Modules and Fields). Adding Helpdesk adds CRM too, because tickets link to companies and contacts.

In These Docs

• Tickets and Replies: how email becomes tickets, the conversation and its files, replying with a minute to undo, upload links, internal notes, assigning, moving a message to a new ticket, status, and the close rule.
• Automatic Follow-Ups: reminders when a client has not answered, then a closing notice.
• The Spam List: setting aside mail from senders you never want tickets from.
• Helpdesk Settings: your support addresses, who sees their tickets, receipts, ticket numbers, your signature, who hears about new tickets, and upload links.

Starting Modules

• Tickets: subject, status (Open, Waiting on Customer, or Closed), company, contact, requester and their email, number, inbox, website, who it is assigned to, when it was last replied to, admins only, spam, project, and Not Applicable reason.
• Messages: subject, ticket, direction (Incoming, Outgoing, or Note), who it is from and their email, to, cc, the message, and when it was sent.