A new ticket is triaged, assigned and resolved
Who is involved
| Role | What they do |
|---|---|
| Helpdesk agent | Takes the call, files the ticket and works it or hands it on. |
| Helpdesk manager | Watches the whole queue and assigns tickets to the right person. |
Step by step
- Helpdesk agent
Files a ticket on a desk for the colleague who asked, choosing them as requester.
What they see:The ticket appears with its number and deadlines.
- Helpdesk agent
Presses Run AI triage, reads the suggestion and its reason, and accepts the priority, desk, category and tags it proposes.
What they see:The ticket is updated with the accepted values.
- Helpdesk manager
Opens the queue, ordered by nearest deadline, and assigns the ticket to a specialist from the Assignee list.
What they see:The ticket shows the new assignee.
- Helpdesk agent
The specialist filters the queue to My tickets and sends a public reply.
What they see:The ticket moves from New to Open and the first-response time is recorded.
- Helpdesk agent
Once the problem is fixed, the specialist presses Resolve.
What they see:The status is Resolved and a private line records who resolved it.
- Helpdesk manager
Opens the Resolved tab of the queue.
What they see:The ticket is listed there and will close by itself after seven days.
Who is told what
Managers are alerted to the new ticket. The requester is alerted to public replies and status changes when they have a login, but cannot yet open the ticket page unless they hold a helpdesk permission. Assigning a ticket does not itself send an alert, so the assignee finds it under My tickets.