Find your tickets
Open Tickets from the Support section of the side menu. Tickets are available if your workspace includes support ticketing.
The list opens on Mine, the open tickets assigned to you. Other views are Unassigned, Due soon, All open, Waiting, Resolved and Everything. Which tickets you can see depends on the access your administrator gives you.
Search by ticket number, subject, name or phone. You can filter by tag and sort by Last activity, Due first or Newest.
Each row shows the status colour, the contact, the ticket number, tags, an urgent badge for urgent tickets, the time left and the owner.
Create a ticket
Select the + button (New ticket). Choose the Contact by typing a name, email or phone, or select + New contact.
Enter a Subject. GoDesk suggests similar tickets as you type, so you can avoid creating a duplicate.
Choose a Category. The category decides which team gets the ticket, its target times and its usual priority. Change Priority only if needed, add a Description, and select Create Ticket.
You can also create a ticket from a chat or email in the Inbox, or from the wrap-up after a call.
Reply or add an internal note
The box at the bottom has two modes. Reply to customer sends a message the customer will see. Internal note is only for your team. Check which one is selected before you write.
For a reply, choose how to send it: email, WhatsApp or SMS, depending on the contact’s details. On email you can select Cc to copy someone in.
In a note, type @ and a name to tell a colleague about the ticket.
Select Send to and the customer’s name, or Add note. The arrow beside the button lets you send and change the status in one step.
Replies to customers wait a few seconds before they go. Select Undo if you made a mistake, or Send now to send at once.
Due times and SLA
Each ticket shows when the next reply or the resolution is due, for example First reply due in 2h or Due in 3h. The chip turns amber when less than 2 hours are left and red when the ticket is overdue.
Clock paused means the ticket is waiting on someone else, such as the customer, so the time does not count against you.
Use the Due soon view to see what needs attention first. Due tickets also appear in Next up if your workspace uses the Workspace screen.
Status, owner and details
Change the status with the status menu at the top. Your administrator sets the list of statuses, so the names may differ from workspace to workspace.
Setting a ticket to waiting asks what it is Waiting on. Resolving asks How was it resolved? and what was done. Select Resolve when the work is finished.
Select Take it to make yourself the owner. In the side panel, use Owner to give the ticket to a colleague and Team to move it to another team.
The side panel also holds priority, category, tags, custom details and related tickets. Use Link to connect a duplicate or related ticket.
Macros and internal actions
Select Macros to insert a saved reply. A macro can also set the status, priority or tags when you send. You can use your team’s shared macros and save your own. Only supervisors can share a macro with everyone.
When another department must do something before the ticket can be resolved, open the Internal actions tab. Select Escalate to send it to the category’s escalation team, or New Action to ask a specific team.
A ticket with open internal actions cannot normally be resolved until they are done.
Ticket history
The thread shows replies, notes, calls and changes in order. Filter it with Everything, Conversation, Notes, Calls or Activity.
Calls linked to the ticket can be played back with Play recording, if recordings are available in your workspace.
If something does not work
If you cannot send a reply, the contact may have no email address or phone number. Add them to the contact first.
If a ticket will not resolve, check the message on screen. It may need a resolution reason, or have open internal actions.
If you cannot see a ticket you expect, it may belong to another team. Ask your supervisor.
If a problem continues, tell your supervisor or administrator. They can contact GoDesk support at help@godesk.co.ke.
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