Checking your helpdesk access…
Helpdesk
Total Cases
0
Open Cases
0
Predictive Chart
| Reference | Subject | Requester | Company | Category | Priority | Status | Opened | Last Activity |
|---|---|---|---|---|---|---|---|---|
| Loading cases… | ||||||||
Auto-reply bot
Reply automatically when no team member answeredThe bot answers the requester once, then the case still waits for a human.
min
Placeholders (click to insert):
{name} {fullName} {ref} {subject} {assignee} {assigneeLine} {company} {bot}Auto-assignment
StrategyHow new cases are distributed among the active agents below.
| Agent | Active |
|---|
Notifications
Notify the assigned agent in-appBell notification on the site for the agent.
E-mail the assigned agentSent to the agent's e-mail address.
Notify the requester when the bot repliesSame in-app notification as a human reply.
Service levels (SLA)
First human response targetCases waiting longer are flagged in the table.
min
Resolution targetOpen cases older than this are flagged as overdue.
hours
Request form (Smart Metrics Support modal)
Default priority
Display
Header "Updates" windowOnly cases updated within this time are scrolled in the header.
min
AccessWho can open this page is managed in Super Admin → Settings → Admin Access (Helpdesk toggle).
Admin Access