Work with support tickets

Helpdesk keeps requests connected to the people and computers involved.

Find work

Use the Helpdesk dashboard and Tickets views for open, assigned, unassigned, and overdue requests. Search and filter the queue before opening a ticket. New ticket is a separate action for staff who can create requests.

Investigate

Open the associated computer when a request needs endpoint work. Return through breadcrumbs after using its remote tools. Update ticket ownership, priority, comments, and resolution as the request progresses.

Configure helpdesk

Ticket forms define requester inputs. Settings contains monitoring-alert ticket creation, support portal configuration, saved replies, categories, and service-level targets. Organization and endpoint roles determine which changes are available.

Review performance

Use Reports for ticket trends, response times, and service-level performance. Public requester links show that requester’s ticket status; they do not grant staff access to the dashboard.