Helpdesk & Ticketing
Manage client support requests with the built-in ticketing module — open tickets, assign and capture them, track resolution, and use template responses.
Opening a Ticket
To create a new support ticket from a client record, click the ticket icon on the client's page. The standard ticket workflow follows these stages:
- Open — ticket is created
- Process — team works on the issue
- Report — findings are documented
- Respond — client is notified with the resolution
- Close — ticket is marked as resolved
An email is sent to the client at each step, keeping them informed as the ticket progresses.
Note: Clients can also create tickets directly from the client portal, if the ticketing feature is enabled for your instance. Advanced configurations such as points-based support contracts, pre-questionnaires, and detailed time tracking are available on request.
Viewing Tickets
Navigate to Main menu → Support and choose your preferred view. Tickets are displayed in a sortable list — click any column header to reorder.
Capture and Assignment
Tickets can be assigned to a team member using the dropdown menu or the dedicated assignment buttons.
Only users who have been checked as "Support team" will appear in the assignment dropdown. To configure this:
- Go to Configuration → Users
- Open the user's profile
- Check "Support team"
- Save
Working on a Ticket
Click a ticket's title to open it, then click "Capture" to claim it as yours.
Upper Section
The top of the ticket displays:
- Client information
- Opening date and target resolution date
- Option to add an additional contact email to keep informed of updates
Making Changes
From the ticket detail view, you can adjust:
- Priority — urgency level of the request
- Category — type of issue
- Status — current stage in the workflow
- Estimated resolution date
Note: Changing any of these fields triggers an automatic notification email to the client. Be mindful when making updates, as the client will be informed of each change.
Configuring Dropdown Menus
To customise the available options for priorities, categories, and statuses:
Navigate to Main menu → Configuration → Support
From here you can add, edit, or remove entries from each dropdown list to match your support workflow.
Response History
The lower section of a ticket shows the complete message and response timeline. This gives you full visibility into all exchanges between your team and the client.
Template Responses
For questions that come up frequently, you can create pre-written response templates:
- Go to Configuration → Support → Template responses
- Create a new template with a descriptive name
- Write the response text
- Save
When responding to a ticket, select a template to insert it into the response field. You can then edit the text before sending.
Tip: Building a library of template responses for common issues saves time and ensures consistent communication across your support team.
Automatic Statistics
BlueRockTEL automatically measures the time spent on each ticket. This data feeds into support activity reports, giving you insight into team performance, average resolution times, and workload distribution.
On this page