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The help desk is ApyConnect’s way of managing support with more formal tracking than a chat: cases are worked as tickets, with a type, status, priority and service times.

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When to use tickets (and when not to)

  • Chat: ideal for live, fast conversations (messaging). See Inbox.
  • Ticket: ideal for cases that take time, pass through several people or require formal follow-up —typically, support by email.
The mode (chat or ticket) is set per inbox. See Inboxes.

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From the email to the ticket

1

The case arrives

A customer writes to your support address. If that inbox is in ticket mode, a ticket opens automatically.
2

It gets classified

You assign a type (incident, inquiry…), a priority and an owner. See Priorities and tickets.
3

It gets worked

You reply to the customer, leave internal notes and change the status as it progresses (in progress, on hold, resolved…).
4

It gets closed

Once resolved, you close the ticket. Its full history stays on record.

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Help desk tools

Followers

Add teammates who should stay in the loop, even if they don’t work the case.

Link and merge

Connect related tickets or combine the ones that are the same case.

SLA

Watch response and resolution times, with alerts before you breach. See SLA.

Macros

Apply frequent replies and actions in one click. See Replies and macros.

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The customer takes part too

With the Customer portal, your customers can open a ticket and track its status on their own, and find answers in your help center before writing to you.
How do tickets count? Cases in ticket mode are handled as a help desk and, for the purposes of “conversations” analytics, are treated separately from chats. See Metrics glossary.