Helpdesk
SODOO Helpdesk is a comprehensive ticketing system that lets you manage customer support requests centrally. Requests coming from multiple channels such as e-mail, portal, live chat and phone…
What You Will Learn in This Section
- Creating and managing support tickets
- Tracking response times with SLA policies
- Visualising the workflow with a kanban board
- Setting up a customer self-service portal
- Analysing support performance with reports
Overview
SODOO Helpdesk is a comprehensive ticketing system that lets you manage customer support requests centrally. It collects and tracks requests coming from multiple channels such as e-mail, portal, live chat and phone in a single place.
Multiple Channels
Requests via e-mail, web form, live chat and phone integration.
SLA Tracking
Automatic escalation against response and resolution time commitments.
Kanban Board
Visual workflow management, changing state by drag and drop.
Automation
Automatic assignment, reply templates and workflow rules.
Support Tickets
Each support request (ticket) is a problem or request reported by a customer. Requests are classified by priority, category and the assigned team.
Request Creation Channels
- E-mail: E-mails sent to support@company.com become tickets automatically
- Web form: The customer opens a ticket through the portal
- Live chat: Creating a support ticket from the website chat
- Phone: A call centre agent creates it manually
- Internal: Requests forwarded from sales or other teams
Ticket Priorities
| Priority | Description | Response SLA |
|---|---|---|
| Urgent | System crash, work stopped | 1 hour |
| High | A critical function is not working | 4 hours |
| Medium | Important but there is a workaround | 8 hours |
| Low | A question, suggestion or minor problem | 24 hours |
Support Teams
Create separate support teams for different areas of expertise. Tickets are routed to the relevant team by topic.
Team Examples
- Technical support: Software bugs, installation problems
- Accounting support: Invoice, payment and reconciliation questions
- Sales support: Pricing and order questions
- General support: Unclassified requests
Automatic Assignment Rules
Route tickets automatically to the relevant team by e-mail subject or form choices:
- Go to Configuration → Assignment Rules
- Add a new rule
- Define the conditions (e.g. if the subject contains "invoice")
- Choose the target team
- Set the priority (rules are evaluated in order)
Kanban View
Manage tickets on a visual board. Columns represent stages and cards represent tickets. Change states by drag and drop.
Stage Configuration
- Go to Configuration → Stages
- Edit the existing stages or add new ones
- Set the display order with the sequence number
- Link e-mail templates (notification on a state change)
SLA Policies
A Service Level Agreement (SLA) defines the response and resolution times you commit to customers. SLAs are tracked automatically and breaches are reported.
SLA Types
| SLA Type | Description |
|---|---|
| First Response | Time from ticket creation to the first response |
| Next Response | Time from a customer message to the next response |
| Resolution | Time from ticket creation to closing |
Escalation
When an SLA breach approaches or happens, automatic escalation processes kick in.
Escalation Rules
- Warning: Notification to the agent when 75% of the SLA time has passed
- Level 1: SLA breach, notification to the team leader
- Level 2: No resolution after 2 more hours, notification to the manager
- Level 3: A critical customer or a long-open ticket, to senior management
Self-Service Portal
Offer a portal where customers can open and follow their own tickets. It reduces the support team's load and increases customer satisfaction.
Opening a Ticket
Customers create a new support ticket by filling in the form.
Ticket Tracking
Viewing open and past tickets, adding messages.
Knowledge Base
Self-service support with FAQs and solution articles.
Rating
Giving a satisfaction score for resolved tickets.
Knowledge Base
Let customers help themselves with frequently asked questions and solution articles.
Article Types
- FAQ: Frequently asked questions and short answers
- How-to: Step-by-step guides
- Troubleshooting: Common problems and their solutions
- Video training: Visual explanations
Reports
Access various reports to analyse your support operations.
Key Reports
- Ticket volume: Periodic ticket counts and trends
- SLA performance: Breach rates, average times
- Agent performance: Statistics per person
- Category analysis: The most common problem types
- Channel analysis: How many tickets come from which channel
Customer Satisfaction
Get feedback from the customer after every resolved ticket. Track the CSAT (Customer Satisfaction) score.
Rating System
- An automatic e-mail is sent when the ticket is closed
- The customer gives a rating of 1-5 stars
- An optional comment field
- An automatic follow-up e-mail on low ratings
Example: 780 of 850 responses positive → CSAT = 91.8%