# Helpdesk

Support your customers without losing track of anything.

## Overview

When a customer has a problem, they want a fast, competent response. BlueRockTEL's Helpdesk module gives your support team everything they need to deliver it, without switching between tools.

## Key Capabilities

### Ticket Management

- **Email-to-ticket conversion**: every email to your support address automatically becomes a ticket
- **Priority classification**: Urgent / High / Normal / Low, with configurable SLA thresholds per priority
- **Assignment and escalation**: route tickets to the right technician or team automatically
- **Internal notes**: collaborate on complex issues without the customer seeing internal discussion

### Full Customer Context

Every ticket is linked to the customer's account in BlueRockTEL, giving your support team instant access to:

- Active services and configurations (from Deployments module)
- Current invoice status and payment history (from Billing module)
- Previous tickets and their resolutions

No more "let me check your account in another system."

### Time Tracking

- **Per-ticket time logging**: technicians log the time spent on each ticket
- **Billable vs. non-billable**: distinguish chargeable support time from included support
- **Monthly support summary**: automatically generate time reports for SLA review or billing

### SLA & Reporting

- **SLA breach alerts**: notifications before an SLA is about to be breached
- **First response time / resolution time tracking**: measure team performance objectively
- **Customer satisfaction rating**: optional post-resolution survey (integrated with the Satisfaction module)