Your first ticket

Most tickets arrive on their own — a customer emails your support address or starts a chat, and Helpdesk opens a ticket. Here’s the path from arrival to resolution.

1. A ticket arrives

When a customer emails you or starts a live chat, a new ticket appears in your ticket list with their message. (You can also create a ticket by hand for a conversation that started somewhere else.) See Understanding tickets.

2. Pick it up

Open the ticket and assign it to yourself or the right team, so everyone knows who’s handling it. See Assigning tickets.

3. Reply

Answer the customer with a reply, or add an internal note for your team only. See Replying to customers.

4. Resolve

When the issue is handled, set the ticket to Solved. If the customer writes back, it reopens automatically — so nothing slips through. See Ticket statuses.

That’s the core loop. Everything else — automations, SLAs, AI — makes this loop faster and more consistent.