The system
How do I get started?
Click Start now, then use Proto to configure Helpdesk and Ticketing for your queues, customer identities, service targets and team.
Which channels can create tickets?
Use connected email, portal or web forms and authorized system events. Agents can manually record phone requests. Live chat, telephony and social aggregation are separate products.
Can customers see our internal notes?
Customers see only their own permitted public ticket fields, replies and files. Internal notes, article links and diagnostic history remain private, including through direct downloads.
What happens when a customer reopens a ticket?
An allowed reopen creates a new service episode and returns the request to work. Earlier targets, responses and breaches remain in history.
Can routing avoid overloading an agent?
The configured queue strategy selects eligible staff and reserves capacity atomically. Requests without a safe destination remain visibly unassigned for the manager.
Does acknowledging a breach change our SLA report?
No. Acknowledgment records the review and reason; the original missed target remains part of historical attainment.
How is CSAT measured?
An eligible closed episode invites its actual customer to submit an explicit score. Unanswered surveys remain missing responses rather than zero or satisfied scores.
What if an email result is unknown?
Keep its existing message or survey identity and reconcile the provider result before trying a fresh send. An uncertain outcome is not treated as a delivered response.
Processes and approvals
How do SLA pauses work?
The approved policy determines whether waiting on the customer pauses eligible business time. OnHold does not pause automatically, and every episode retains its original target and pause history.
Does this include a public knowledge base?
It includes internal notes, macros and links to approved knowledge sources. Public article publishing and customer-facing knowledge search belong to a separately configured product.