Get started with Ticketing

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.

What Ticketing does

Ticketing gives your team a shared place to manage support requests. Ticketing includes:

• rapid setup for ticket types, statuses, priorities, and SLA policies - use our defaults or customise to suit
• a ticketing email address for creating tickets by email
• multiple ticket views, including Board, Table, Agent, Inbox, and Calendar
• ticket assignment, comments, history, and customer records
• Helpfuit-powered auto-response to first contact, and drafting subsequent messages
• optional AI processing for analysing tickets and comments

Before you start

Before setting up Ticketing, make sure you:

• have access to the Helpfruit portal
• can open the Ticketing section from the left navigation
• have permission to manage configuration for your bot or workspace
• know which team members should receive and manage tickets

Set up Ticketing

Enable Ticketing

1. In the Helpfruit portal, open Configuration > Ticketing.
2. Turn on Enable ticketing system.
3. If prompted, select Create Default Ticketing Setup to create the default ticket types, statuses, and priorities.

This gives you a starting configuration that you can customise later.

Set up email

1. Go to the Email setup section.
2. Copy your ticketing email address.
3. Optional: enter an Organization name for emails.
4. Select Save.

The organisation name appears in outgoing ticket emails. If left blank, Helpfruit uses your company name.

Review core ticket settings

From the Ticketing configuration screen, review and complete these sections:

• Ticket types – categories such as support question or bug report
• Default email ticket type – the default type for tickets created by email
• Ticket statuses – workflow stages such as New, In Progress, Pending Customer, Resolved, and Closed
• Ticket priorities – urgency levels for triage and reporting
• SLA policies – service targets for response and resolution

Draft note: Confirm whether all default statuses are system-defined or fully customisable.

Work with ticket views

The Ticketing area currently shows several views across the top of the page. Use these to work with tickets in different ways.

Board view

Board groups tickets into status columns, such as New, In Progress, Pending Customer, Resolved, and Closed. This is useful for tracking workflow at a glance.

Draft note: Confirm whether drag-and-drop between columns is supported.

Table view

Table 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.

Use this view when you need to sort, scan, or compare ticket data quickly.

Agent view

Agent groups tickets by assignee so you can see each team member's workload.

This is useful for balancing work and checking ownership across the team.

Inbox and Calendar views

The UI also shows Inbox and Calendar views.

Draft note: Add detailed guidance for these views once their final behaviour is confirmed.

Filter tickets

Use Filters to narrow the ticket list. Based on the current UI, available filters include:

• search
• raiser email
• customer
• assigned to
• priority
• issue type
• created date
• updated date
• due date
• my tickets

Select Clear filters to reset the current filter set.

Open and manage a ticket

Open a ticket

1. Open any Ticketing view.
2. Select the ticket number or ticket card.
3. Review the ticket details panel.

Update ticket details

From the ticket editor, you can update fields such as:

• contact or person
• customer
• type
• status
• priority
• due date
• assignee

There is also an option to Suppress all email notifications for a ticket.

Draft note: Confirm when suppression applies and whether it affects all outbound ticket emails or only specific updates.

Work with comments and history

The ticket editor includes:

• Comments – for the conversation and internal workflow
• History – for changes and activity on the ticket

Use the editor at the bottom of the ticket to add a comment. The current UI supports formatted text and links.

Draft note: Confirm whether file attachments, internal notes, and external replies are all supported in the same composer.

Set up AI processing

Ticketing includes an AI processing configuration option.

Based on the current UI, when AI processing is enabled, AI can analyse new tickets and comments and may change these fields:

• status
• priority
• type
• assignee

Enable AI processing

1. Go to Configuration > Ticketing.
2. Open AI processing configuration.
3. Turn on Enable AI processing.
4. Enter or review the Processing prompt.
5. Select Validate prompt.
6. Select Save configuration.

You can also select Use default prompt to start from the default AI instructions.

Important: Review AI-generated changes before relying on them in live workflows.

Draft note: Confirm what validation checks do, whether AI actions can be limited per field, and how AI suggestions appear in the user workflow.

Use the ticketing email address

Your Ticketing configuration includes a unique ticketing email address. Customers or staff can use this address to create support tickets by email.

Draft note: Confirm:

• whether each incoming email always creates a new ticket
• how replies are matched to existing tickets
• whether CC addresses are stored
• which mailbox or sending rules customers should use

Next steps

After the initial Ticketing setup, you may want to:

• review your default ticket types and statuses
• set up SLA policies
• decide how your team will use Board, Table, and Agent views
• test ticket creation by email
• trial AI processing with a safe prompt before enabling it for production work

How to delete a ticket

If you change the status of a ticket to closed, it will drop off the board after 7 days, and auto-archive after 30 days.