Help Desk / Tickets

[admin]

Ticket creation

Users can create tickets through the internal Dolibarr interface, by email, or via a public interface for customers.





Customization

Administrators can set up different categories, types, and severity levels to classify tickets.

Assignment and routing

Tickets can be assigned to internal users based on their availability and expertise.

Email notifications

The system can automatically notify users when a ticket is assigned to them or updated, and can send status updates to the ticket opener.

Tracking and logging

All actions on a ticket, including messages, status changes, and time spent, are recorded and logged.



Time tracking

Users can add records to a ticket and log the time they spend on it.

Integration

The module integrates with other Dolibarr features, such as third-party records (clients/users), the Agenda module, and can use email templates for responses.

Reporting

Administrators can generate reports on team performance, such as average ticket resolution time and number of tickets handled.