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SiteSmith Help DeskLesson 2 of 16

  1. Getting started

    4 lessons

  2. Working tickets

    4 lessons
    • Find your way around the inboxReading · 6 min
    • Reply, add notes and use macrosReading · 7 min
    • Escalate, merge and open tickets yourselfReading · 5 min
    • Quiz: working ticketsQuiz · 4 min

  3. Help center and knowledge base

    3 lessons
    • Build your knowledge baseReading · 5 min
    • Your help center and how customers reach youReading · 7 min
    • Quiz: help center and knowledge baseQuiz · 3 min

  4. Automate, set up and measure

    5 lessons
    • Macros, triggers, automations and SLAsAnimated · 4 min
    • Set up macros, rules and SLA policiesReading · 7 min
    • Agents, roles, groups and reportsReading · 6 min
    • Quiz: automate, set up and measureQuiz · 4 min
    • Course checkQuiz · 8 min
Course page

AnimatedGetting started, lesson 2 of 164 min

How a ticket moves through the desk

How a ticket moves through the desk
From the first message to closed

Scene 1 of 7 · How a ticket moves

Every question a customer sends becomes a ticket. Let's follow one from the moment it arrives to the moment it's done.

0:00 / 1:16

Statuses in one line: New and Open mean your team owes a reply, Pending and On hold mean you're waiting, Solved reopens on a reply, and Closed is final.

Questions and answers

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