> ## Documentation Index
> Fetch the complete documentation index at: https://docs.charle.agency/llms.txt
> Use this file to discover all available pages before exploring further.

# Help Desk

> Managing client support tickets and internal escalations

The Help Desk system manages client support requests, internal escalations, and questions. It provides a structured workflow for tracking, prioritizing, and resolving issues.

## What is the Help Desk?

The Help Desk handles:

* **Client support requests** - Issues submitted by clients
* **Internal escalations** - Team-flagged concerns about clients
* **Questions** - Information requests from clients

All tickets are tracked through a workflow from submission to resolution.

<Info>
  Help Desk tickets are separate from tasks. Use tickets for reactive support work and tasks for proactive planned work.
</Info>

## Ticket components

### Basic information

Every ticket includes:

* **Ticket ID** - Sequential number (#1, #2, etc.)
* **Title** - Brief description
* **Client** - Associated client
* **Type** - Support, Escalation, or Question
* **Origin** - Client-submitted or Internal
* **Priority** - P1 (Critical) through P4 (Low)
* **Status** - Current workflow state

### Additional details

Depending on ticket type:

* **Description** - Full details (rich text)
* **Stores affected** - Which client sites/stores impacted
* **Desired outcome** - What resolution looks like
* **Action taken** - Steps already attempted (escalations)
* **Contact users** - Specific client contacts
* **Escalation types** - Nature of escalation

### Workflow information

For scheduled tickets:

* **PM** - Project Manager who accepted ticket
* **Assignee** - Team member working on it
* **Estimate** - Time estimate in hours
* **Scheduled dates** - Start and end dates
* **Time logged** - Actual hours spent

## Who uses Help Desk

### Clients

Clients can:

* Submit support tickets through portal
* View their ticket status
* Add comments and attachments
* See resolution summaries

### CSMs

Customer Success Managers:

* Monitor client tickets
* Coordinate responses
* Ensure timely resolution
* Maintain client satisfaction

### Project Managers

PMs can:

* Accept new tickets
* Assign to team members
* Schedule work
* Mark tickets resolved
* Convert to quotes if needed

### Delivery Team

Team members:

* View assigned tickets
* Update status
* Log time
* Add resolution details
* Comment on progress

### Managers

Full access to:

* All tickets
* Activity logs
* Performance metrics
* Escalation monitoring

## Ticket types

<CardGroup cols={3}>
  <Card title="Support" icon="wrench">
    Technical issues, bugs, and problems requiring fixes
  </Card>

  <Card title="Escalation" icon="alert-triangle">
    Internal concerns about client relationships or delivery
  </Card>

  <Card title="Question" icon="circle-question">
    Information requests that need answers, not work
  </Card>
</CardGroup>

## Ticket priorities

| Priority          | Description                                      | Response Time        |
| ----------------- | ------------------------------------------------ | -------------------- |
| **P1 - Critical** | Site down, checkout broken, major revenue impact | Immediate            |
| **P2 - High**     | Major feature broken, significant user impact    | Same day             |
| **P3 - Medium**   | Minor bug, workaround available                  | 1-2 days             |
| **P4 - Low**      | Cosmetic issue, nice-to-have fix                 | When capacity allows |

<Warning>
  P1 tickets require immediate attention. Drop other work to address critical issues.
</Warning>

## Ticket workflow

### Support and Escalation workflow

<Steps>
  <Step title="New">
    Ticket submitted, awaiting PM acceptance
  </Step>

  <Step title="Accepted">
    PM accepted, ready for scheduling
  </Step>

  <Step title="Scheduled">
    Assigned with dates and estimate
  </Step>

  <Step title="In Progress">
    Team member working on it
  </Step>

  <Step title="Awaiting Review">
    Work complete, PM reviewing
  </Step>

  <Step title="Resolved">
    PM confirms resolution, client notified
  </Step>
</Steps>

### Question workflow

Questions skip work statuses:

<Steps>
  <Step title="New">
    Question submitted
  </Step>

  <Step title="Accepted">
    PM or CSM accepted
  </Step>

  <Step title="Resolved">
    Answer provided to client
  </Step>
</Steps>

<Note>
  Questions don't need scheduling or assignment since they're answered directly, not worked on.
</Note>

## Creating tickets

### Internal tickets

Team members can create:

* **Support tickets** - On behalf of clients
* **Escalations** - To flag concerns
* **Questions** - For information requests

### Client tickets

Clients submit through portal:

* Support requests
* Questions
* Cannot create escalations (internal only)

### Converting to quotes

If ticket represents new scope:

* PM can convert ticket to quote
* Preserves ticket details
* Links quote back to ticket
* Tracks origin of work request

<Tip>
  Convert support tickets to quotes when the work is beyond quick fixes and needs proper scoping.
</Tip>

## Key features

### Time tracking

Log time against tickets:

* Track actual hours spent
* Compare to estimate
* Roll up to client budget
* Activity type: "Support"

### Comments and collaboration

Discuss tickets:

* Rich text comments
* Mention team members
* Attach files
* Track conversation history

### Attachments

Support files:

* Screenshots
* Error logs
* Reference documents
* Uploaded by clients or team

### Activity log

Audit trail showing:

* All field changes
* Who made changes
* When changes occurred
* Previous values

## Access control

### What you can see

**Delivery Team:**

* Tickets assigned to them
* Own team's tickets
* Cannot see all tickets

**PMs and CSMs:**

* All tickets
* Can accept and assign
* Can resolve tickets

**Managers:**

* All tickets
* Full management capabilities
* Activity log access

## Best practices

<CardGroup cols={2}>
  <Card title="Triage quickly" icon="gauge">
    Accept and prioritize new tickets promptly
  </Card>

  <Card title="Accurate priority" icon="flag">
    Set priority based on impact, not loudness
  </Card>

  <Card title="Estimate realistically" icon="clock">
    Include time for testing and verification
  </Card>

  <Card title="Log time promptly" icon="pen">
    Record time as you work on tickets
  </Card>

  <Card title="Clear resolution" icon="check-circle">
    Explain what was fixed and how
  </Card>

  <Card title="Convert when appropriate" icon="arrow-right">
    Large scope items become quotes
  </Card>
</CardGroup>

## Common scenarios

### Scenario 1: Critical bug

<Steps>
  <Step title="Client reports">
    P1 ticket submitted - checkout broken
  </Step>

  <Step title="Immediate acceptance">
    PM accepts, assigns developer immediately
  </Step>

  <Step title="Start work">
    Developer starts work right away
  </Step>

  <Step title="Fix and test">
    Bug fixed and tested
  </Step>

  <Step title="Resolve">
    PM verifies fix, resolves ticket
  </Step>
</Steps>

### Scenario 2: Feature request via support

<Steps>
  <Step title="Client submits">
    Support ticket requesting new feature
  </Step>

  <Step title="PM accepts">
    Reviews and accepts ticket
  </Step>

  <Step title="Convert to quote">
    Feature scope requires quote
  </Step>

  <Step title="Quote created">
    Ticket details transfer to quote
  </Step>

  <Step title="Quote workflow">
    Follows standard quote approval process
  </Step>
</Steps>

### Scenario 3: Internal escalation

<Steps>
  <Step title="Team member creates">
    Developer flags scope creep concern
  </Step>

  <Step title="PM accepts">
    PM reviews escalation details
  </Step>

  <Step title="Investigation">
    PM discusses with CSM and client
  </Step>

  <Step title="Resolution">
    Issue addressed, ticket resolved
  </Step>
</Steps>

## Troubleshooting

<AccordionGroup>
  <Accordion title="Can't see Help Desk">
    All authenticated users should see Help Desk. Check you're logged in and have proper account access.
  </Accordion>

  <Accordion title="Can't create ticket">
    Verify you have permissions. Internal users can create any type, clients can only create support and questions.
  </Accordion>

  <Accordion title="Client says they can't submit ticket">
    Verify client has active portal access, valid email, and is logged in to portal.
  </Accordion>

  <Accordion title="Can't accept ticket">
    Only PMs, CSMs, and Managers can accept tickets. Check your role permissions.
  </Accordion>

  <Accordion title="Ticket not appearing in list">
    Check filters and search. Delivery team only see assigned tickets or their team's tickets.
  </Accordion>
</AccordionGroup>

## Next steps

<CardGroup cols={2}>
  <Card title="Creating Tickets" icon="plus" href="/user-guide/help-desk/creating-tickets">
    Learn how to create and submit tickets
  </Card>

  <Card title="Ticket Types" icon="tags" href="/user-guide/help-desk/ticket-types">
    Understand support, escalation, and question types
  </Card>

  <Card title="Ticket Workflow" icon="git-branch" href="/user-guide/help-desk/ticket-workflow">
    See how tickets progress through statuses
  </Card>

  <Card title="Resolving Tickets" icon="check-circle" href="/user-guide/help-desk/resolving-tickets">
    Learn how to resolve and close tickets
  </Card>
</CardGroup>