Help Desk Ticketing System

Core Functions

You can manage support tickets through a clear workflow. The interface is split into a sidebar for creating tickets and a main panel for viewing and managing them.

• Create a New Ticket: Use the form in the sidebar to enter the requester, subject, priority, and description. Click the "Create ticket" button to add it to the list.

• View and Filter Tickets: The main list displays all tickets with their ID, title, requester, priority, and status. Use the filter options ("All", "Open", "In progress", "Resolved") to narrow down the view.

• Manage Ticket Status: Each ticket has action buttons. Click the "Resolve" button to mark a ticket as resolved, or use the "Delete" button to remove it from the system.

Core Benefits & Key Features

• Free & Open Source: Avoid expensive per-agent licensing fees found in tools like Zendesk or Freshdesk. You only pay for hosting and one time implementation making it highly scalable and cost-effective for businesses of all sizes .

• Streamlined & User-Friendly: Offers a clean, intuitive interface that is easy to set up and use for both agents and customers, helping your team be more productive .

• Automation for Efficiency: Set customizable SLA policies and automated Assignment Rules to route tickets based on priority, issue type, or agent workload, ensuring faster response times and a balanced workload .

• Empowered Self-Service: A robust Knowledge Base allows you to create help articles. The advanced search then recommends relevant articles to customers before they submit a ticket, effectively reducing the number of support requests .

• Agent Productivity Tools: Features like Saved Replies (canned responses) for common queries and internal discussion feeds on tickets enable quicker, more consistent communication and better team collaboration .