# Helpdesk & Ticketing

Manage client support requests with the built-in ticketing module: open tickets, assign and capture them, track resolution, and use template responses.

## Opening a Ticket

To create a new support ticket from a client record, click the **ticket icon** on the client's page. The standard ticket workflow follows these stages:

1. **Open**: ticket is created
2. **Process**: team works on the issue
3. **Report**: findings are documented
4. **Respond**: client is notified with the resolution
5. **Close**: ticket is marked as resolved

An email is sent to the client at each step, keeping them informed as the ticket progresses.

> **Note:** Clients can also create tickets directly from the client portal, if the ticketing feature is enabled for your instance. Advanced configurations such as points-based support contracts, pre-questionnaires, and detailed time tracking are available on request.

## Viewing Tickets

Navigate to **Main menu → Support** and choose your preferred view. Tickets are displayed in a sortable list, click any column header to reorder.

## Capture and Assignment

Tickets can be assigned to a team member using the dropdown menu or the dedicated assignment buttons.

Only users who have been checked as **"Support team"** will appear in the assignment dropdown. To configure this:

1. Go to **Configuration → Users**  
2. Open the user's profile  
3. Check **"Support team"**  
4. Save

## Working on a Ticket

Click a ticket's title to open it, then click **"Capture"** to claim it as yours.

### Upper Section

The top of the ticket displays:

- Client information
- Opening date and target resolution date
- Option to add an additional contact email to keep informed of updates

### Making Changes

From the ticket detail view, you can adjust:

- **Priority**: urgency level of the request
- **Category**: type of issue
- **Status**: current stage in the workflow
- **Estimated resolution date**

> **Note:** Changing any of these fields triggers an automatic notification email to the client. Be mindful when making updates, as the client will be informed of each change.

## Configuring Dropdown Menus

To customise the available options for priorities, categories, and statuses:

Navigate to **Main menu → Configuration → Support**

From here you can add, edit, or remove entries from each dropdown list to match your support workflow.

## Response History

The lower section of a ticket shows the complete message and response timeline. This gives you full visibility into all exchanges between your team and the client.

### Template Responses

For questions that come up frequently, you can create pre-written response templates:

1. Go to **Configuration → Support → Template responses**  
2. Create a new template with a descriptive name  
3. Write the response text  
4. Save

When responding to a ticket, select a template to insert it into the response field. You can then edit the text before sending.

> **Tip:** Building a library of template responses for common issues saves time and ensures consistent communication across your support team.

## Automatic Statistics

BlueRockTEL automatically measures the time spent on each ticket. This data feeds into support activity reports, giving you insight into team performance, average resolution times, and workload distribution.