Helpfruit Ticketing helps your team manage customer support work in one place. You can receive tickets, organise them by status and type, assign work to teammates, and respond from within Helpfruit.
\nTicketing gives your team a shared place to manage support requests. Ticketing includes:
\nBefore setting up Ticketing, make sure you:
\nThis gives you a starting configuration that you can customise later.
\nThe organisation name appears in outgoing ticket emails. If left blank, Helpfruit uses your company name.
\nFrom the Ticketing configuration screen, review and complete these sections:
\nDraft note: Confirm whether all default statuses are system-defined or fully customisable.
\nThe Ticketing area currently shows several views across the top of the page. Use these to work with tickets in different ways.
\nBoard groups tickets into status columns, such as New, In Progress, Pending Customer, Resolved, and Closed. This is useful for tracking workflow at a glance.
\nDraft note: Confirm whether drag-and-drop between columns is supported.
\nTable shows tickets in rows with columns such as ticket number, subject, status, type, priority, raiser, assignee, customer, email status, created date, updated date, and due date.
\nUse this view when you need to sort, scan, or compare ticket data quickly.
\nAgent groups tickets by assignee so you can see each team member's workload.
\nThis is useful for balancing work and checking ownership across the team.
\nThe UI also shows Inbox and Calendar views.
\nDraft note: Add detailed guidance for these views once their final behaviour is confirmed.
\nUse Filters to narrow the ticket list. Based on the current UI, available filters include:
\nSelect Clear filters to reset the current filter set.
\nFrom the ticket editor, you can update fields such as:
\nThere is also an option to Suppress all email notifications for a ticket.
\nDraft note: Confirm when suppression applies and whether it affects all outbound ticket emails or only specific updates.
\nThe ticket editor includes:
\nUse the editor at the bottom of the ticket to add a comment. The current UI supports formatted text and links.
\nDraft note: Confirm whether file attachments, internal notes, and external replies are all supported in the same composer.
\nTicketing includes an AI processing configuration option.
\nBased on the current UI, when AI processing is enabled, AI can analyse new tickets and comments and may change these fields:
\nYou can also select Use default prompt to start from the default AI instructions.
\nImportant: Review AI-generated changes before relying on them in live workflows.
\nDraft note: Confirm what validation checks do, whether AI actions can be limited per field, and how AI suggestions appear in the user workflow.
\nYour Ticketing configuration includes a unique ticketing email address. Customers or staff can use this address to create support tickets by email.
\nDraft note: Confirm:
\nAfter the initial Ticketing setup, you may want to:
\nHow to delete a ticket
\nIf you change the status of a ticket to closed, it will drop off the board after 7 days, and auto-archive after 30 days.
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