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

# Help desk (Helpdesk)

> Work support cases end to end: from the email to the resolved ticket.

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.

## When to use tickets (and when not to)

* **Chat**: ideal for live, fast conversations (messaging). See [Inbox](/en/guias/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](/en/canales/bandejas).

## From the email to the ticket

<Steps>
  <Step title="The case arrives">
    A customer writes to your support address. If that inbox is in **ticket mode**, a ticket opens automatically.
  </Step>

  <Step title="It gets classified">
    You assign a **type** (incident, inquiry…), a **priority** and an **owner**. See [Priorities and tickets](/en/ajustes/prioridades-estados).
  </Step>

  <Step title="It gets worked">
    You reply to the customer, leave internal notes and change the **status** as it progresses (in progress, on hold, resolved…).
  </Step>

  <Step title="It gets closed">
    Once resolved, you close the ticket. Its full history stays on record.
  </Step>
</Steps>

## Help desk tools

<CardGroup cols={2}>
  <Card title="Followers" icon="user-group">
    Add teammates who should stay in the loop, even if they don't work the case.
  </Card>

  <Card title="Link and merge" icon="link">
    Connect related tickets or combine the ones that are the same case.
  </Card>

  <Card title="SLA" icon="gauge-high">
    Watch response and resolution times, with alerts before you breach. See [SLA](/en/ajustes/sla).
  </Card>

  <Card title="Macros" icon="wand-magic-sparkles">
    Apply frequent replies and actions in one click. See [Replies and macros](/en/ajustes/respuestas-macros).
  </Card>
</CardGroup>

## The customer takes part too

With the [Customer portal](/en/cuenta/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.

<Note>
  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](/en/analisis/metricas).
</Note>