Help desk: tickets, replies and notes

The help desk keeps every customer request in one place as a ticket (T-0001, T-0002 and so on), with the conversation, internal notes and who is handling it. In the menu it's called Support.

Open a ticket

1. Open Support and click New ticket.
2. Under What they asked, choose the Customer, write a Subject and what they asked.
3. Under Handling, choose how it Came in by (Email, Phone, In person, WhatsApp or Other), the Priority (Low, Normal, High or Urgent) and the Owner.
4. Click Open ticket.

Ticket statuses

People who manage tickets can change the Status, Priority and Owner in the Details card at any time.

Reply to the customer

1. Open the ticket and choose Reply by email.
2. Write your reply.
3. Next to the button, choose what happens next: Wait for the customer, Mark resolved or Keep open.
4. Click Send reply.

The email goes out in your business's name with the subject “Re: (subject) [T-0001]”, and it also appears in the customer's history. Your first reply sets the First reply time on the ticket.

Add a note or log what the customer said

• Internal note: only your team sees it.
• Customer said: log what the customer told you, for example on the phone. This reopens a ticket that was waiting or resolved.

Find tickets

Use the views Open and waiting, Mine, Resolved, Closed and All, or search by subject or ticket number (for example T-0012).

Good to know

• The owner is notified when a ticket is assigned to them and when a customer message is logged on their ticket.
• Duke can summarise a ticket or draft a reply. Sending a reply through Duke needs your approval.
• The daily insights flag tickets with no reply after a day.
• Erasing a customer blanks their tickets' subjects and messages.