Support tickets

Brush up on building ticket views, defining custom fields, and managing GFI HelpDesk support tickets.

Topics in this section:

Viewing, sorting and filtering support tickets

Understanding how views and filters work together

Creating a new ticket view

Adding Ticket Filters

Reusing common replies and updates using macros

Understanding what you can do with macros

Creating and organizing macros

Using macros in ticket replies

Advance support tickets

Overall satisfaction rating

Setting up recurring tickets

Understanding how recurrence works in GFI HelpDesk

Setting up recurring tickets

Error: 'Invalid Value Date cannot be in the past: Recurrence starts' while creating tickets

Customizing messenger icons

Users setting priority for their own tickets

Creating tickets on behalf of an existing user

Setting automatic ticket follow-ups

Process to Setup automatic ticket follow-ups

Resolving tickets automatically using auto-close rules

Creating a new auto-close rule

Standardizing support procedures with workflows

Understanding how to use workflows

Creating a multi-step workflow

Attaching large image files directly to the body of the ticket

JavaScript support in macros for GFI HelpDesk

Editing "Select Department" form description text and GFI HelpDesk templates

Best practice for editing GFI HelpDesk template

Handling SMTP SSL errors

Disabling customer satisfaction surveys

Configuring GFI HelpDesk's default autoresponder emails

Enabling the rich text editor for ticket replies

Using tags to organize your helpdesk

Understanding how tags work

Tagging support tickets

Tagging live chat conversations, offline messages, and surveys

Tagging users and organizations

Linking related or duplicate tickets