Skip to content
App Store

Customer · Available

Help desk

Tickets from customers, with the response and resolution times the company is held to.

by Company OS · Free

Install Help deskSigns you in, asks which company, then shows exactly what it will add before it does.

What it does

Every request a customer makes lands as a ticket with a requester, a channel, a priority and a status, and every change to it is a row version with a name on it. Open tickets and monthly volume are metrics from the first ticket, so a goal or a process can be held to them. A ticket that taught the company something belongs in the feedback table, cited from the product document it is about.

What it adds

  • Adds tickets to the Customer department
  • Open tickets: Tickets in the help desk whose status is open. Waiting on the customer is not open.
  • Tickets opened, 30 days: Tickets opened in the last thirty days, whatever their status now.
  • Resolved, 30 days: Tickets marked resolved in the last thirty days.
  • Waiting on the customer: Tickets whose next move is the customer's.
  • An app summary on the company overview
  • Agents can read and update records with the required permissions

What installing grants

You see this list again on the install screen, and nothing happens until you approve it there.

  1. Create the Tickets tableOne row per customer request. Resolved rows stay; they are the record.
  2. Seed the Open tickets metricBound to tickets, daily.
  3. Seed the Tickets opened, 30 days metricBound to tickets, weekly.
  4. Seed the Resolved, 30 days metricBound to tickets, weekly.
  5. Seed the Waiting on the customer metricBound to tickets, daily.
  6. Add the help-desk:resolve capabilityGranted to admins and owners; grantable to agent keys.
  7. Add a page under AppsA page in the app navigation and a summary on the overview.

More in Customer