Ticket statuses
Tickets are part of the Support desk add-on. In Settings, open Statuses under Support.
Click a status name to rename it or change its colour. Select + Add Status to add the stages your team uses.
Tick Default on the status new tickets start in, Closed on the statuses that count as resolved (they set the ticket's resolved time), and Pauses SLA on statuses that mean you are waiting on the customer or someone else. While a ticket is in a paused status the service clock stops, it is not escalated, and it carries on from where it stopped. The default status cannot be deleted.
Under Support you also set Categories (what a ticket is about, with the team that owns it, its service target and who it escalates to), Resolution reasons (how a ticket ended) and Ticket handling.
Ticket handling
In Settings, open Ticket handling under Support.
Choose whether the reply box opens ready for An internal note (safest) or A reply to the customer, and how many seconds a reply waits with an Undo button before it goes.
Under Giving new tickets out, choose Off (the team picks tickets up from Unassigned), In turn, or Fewest open. Only people who are online are given tickets.
Choose after how many days resolved tickets close by themselves if the customer does not write, switch on the support form for your website, and tick the channels on which a new conversation raises a ticket by itself.
SLA policies
In Settings, open SLA policies under Routing & service levels, then select New policy.
Give the policy a name, such as Standard or VIP, and set First response and Resolution in minutes. Resolution must be at least as long as first response.
Choose a Business hours schedule so deadlines only count while you are open. Leave it empty to count every hour. Limit the policy to certain channels or priorities if you need to, and tick Set as default policy for the one used when nothing else applies.
Policies are applied by your routing rules and ticket categories. Deadlines are tracked automatically, breaches are flagged as they happen, and the SLA Breach Detail report lists them.
Escalation
In Settings, open Escalation under Support to build your escalation matrix: what happens when a deadline is close or has passed.
Each rule can Bump priority one level, Reassign to team, Reassign to agent, or Notify by role (supervisors or admins). Rules run every minute.
Today, automatic escalation acts on resolution deadlines. Agents can also escalate a ticket by hand from the ticket itself.
Routing rules for conversations
In Settings, open Routing rules under Routing & service levels (part of the Omnichannel inbox add-on). Routing rules act on incoming conversations. Tickets are routed by their category and by Ticket handling instead.
Select Add rule, give it a name and a priority (0 runs first), then add conditions that must all match: Channel, Priority, Organization is, Has an open opportunity, Status, or Message contains a word or phrase.
Then add the actions to run: Assign to agent, Send to queue, Assign to team, Set priority to, Apply SLA policy, Add tag, or Send auto-reply.
Use Disable and Enable to switch a rule off without deleting it.
Automations: messages GoDesk sends by itself
In Settings, open Automations under Channels & messages. Every automatic message for every module is listed here. The same messages also appear in each module's own group: Follow-up messages under Calls, Ticket messages under Support, Lead messages under Sales and Collections messages under Collections.
Select New automation and choose when it is sent: after a call outcome, after unanswered campaign attempts, when a lead comes in, when a ticket is created, changes status or is resolved, or on collections events such as a promise to pay being made, due or broken.
Tick the channels to send by (SMS, WhatsApp, email) and choose Send on every channel ticked, or Only the first that works, in this order. For WhatsApp, write a message for customers who wrote in the last 24 hours and pick an approved template for everyone else. You can attach up to five files from the Files library.
Tick Ask the agent first if agents should see the message after wrap-up and choose to send it, edit it or skip it. Otherwise it goes by itself.
Automatic messages respect contact hours, and the same message never reaches the same contact twice within 12 hours.
Call outcomes and after-call work
In Settings, open Call outcomes under Calls. These are the choices agents pick at wrap-up, such as Interested, Callback requested or No answer. Add your own and click a name to rename it.
Open an outcome's rules to set whether Notes are required, whether a Ticket is never, optionally or always needed, whether a Follow-up is required and due within how many hours, a fixed Ticket priority, and whether the call is Survey eligible.
In Settings, open After-call work under Calls to make an outcome mandatory, return agents to Online automatically after saving, let unanswered outbound calls close their own wrap-up, and set the Maximum wrap-up time after which supervisors are alerted.
Calls made from tasks and call campaigns use the outcomes of their task type instead. Set those in Settings, Task types under Tasks.
Changes to statuses, SLA policies, call outcomes, routing rules and task types are kept in Change history under System.
If something does not work
If a ticket did not get the SLA or team you expected, check its category, your default SLA policy and the order of your routing rules. If an automatic message was not sent, check that the channel is connected and that the contact has a phone number or email. Still stuck? Email GoDesk support at help@godesk.co.ke with an example ticket or conversation.
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