Ticketing: user guide

Helpfruit Ticketing gives your team a shared place to manage support requests. You can review incoming tickets, update ticket details, reply to customers, and track work across your team from one place.

This guide is for people who use ticketing day to day. If you are an administrator, you may first need to set up ticketing.

Before you start

Before using Ticketing, make sure:

• Ticketing has been enabled for your Helpfruit account
• you have been given a Ticketing role, such as Ticket Agent, Agent Admin, or Admin
• your team has set up ticket types, statuses, and priorities
• you know how your organisation wants tickets to be assigned and managed
• you have access to the Helpfruit portal

You may also need:

• a ticketing email address set up by your administrator, if your team creates tickets by email
• Helpfruit articles or Q&A content in place, if your team uses AI-generated replies

If Ticketing is not visible, contact your Helpfruit administrator.

How tickets are created

Tickets can be created:

• by email, using your organisation's ticketing email address
• from a Helpfruit bot or live chat conversation
• directly in Ticketing

Add tickets by email

Customers or staff can send an email to your ticketing email address to create a support ticket. You can also set up auto-forwarding rules in your inbox to route support emails to this address.

The default ticket type for tickets created by email is set by your ticketing administrator.

Add tickets from a Helpfruit conversation

If a Helpfruit conversation needs follow-up, you can turn it into a ticket. This includes both bot and live chat conversations.

1. Open the conversation.
2. Select Create ticket.
3. Select a ticket type.
   
4. Review the details. Information from the conversation, including the customer name, contact details, and conversation history, is added automatically.
5. Select Create ticket.

Add tickets in ticketing

In any ticketing view, select Create ticket to create a new ticket directly.

Work with ticket views

Ticketing includes several views to help you manage work in different ways. All views include filters so you can focus on the tickets you need.

Board view

Board groups tickets into status columns such as New, In Progress, Pending Customer, Resolved, and Closed.

Use this view to track workflow at a glance. Depending on your workflow settings, you may also be able to drag and drop tickets between columns.

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 details quickly.

Agent view

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

Use this view to check ownership and balance work across the team, or just focus on your own tickets.

Inbox view

Inbox shows tickets in an email-style view.

Calendar view

Calendar shows when tickets are due.

Filter tickets

Use Filters to narrow the ticket list.

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 update a ticket

Open a ticket

1. Open any Ticketing view.
2. Select the ticket number or ticket card.

Update ticket details

When you open a ticket, you can review and update details including:

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

You can also choose to suppress email notifications for a ticket.

Ticket history

Ticket history shows a timeline of actions on the ticket from the point of creation.

It also shows who took the action, such as the system, a user, or a customer, and whether the action was made by AI.

Respond to a ticket

Open a ticket to review the conversation and add comments.

Use comments to respond to the customer's question or request.

• Type your message.
• Add any relevant attachments.
• Choose whether the comment is internal or public.
• Select Add comment.

Internal comments are not sent to the customer and can be used for team notes.

Public comments are sent by email to the email address on the ticket.

Use AI replies and drafts

Helpfruit Ticketing can use your existing Helpfruit articles and Q&A to help with replies.

First replies - an immediate answer

If Helpfruit already has information that may answer the customer's question, it will send an automatic first reply when the ticket is created.

For example - 

The customer can then close the ticket if the reply resolves their issue. If they do, the ticket moves to closed in the Helpfruit portal.

Subsequent replies - AI drafts

If the customer replies again, AI does not automatically send another response. Instead, it creates a draft reply in the Helpfruit portal for you to review, edit, and send.

Important: Review AI-generated replies before sending them to customers.

Related articles

Get started with Ticketing