Helpdesk

10.1 Creating a Support Ticket

1. Navigate to Helpdesk from main navigation
2. Click "Create Ticket"
3. Enter:
   • Subject: Brief description
   • Message: Detailed description
   • Priority: Low, Medium, High, or Urgent
4. Optionally attach files (screenshots, logs, etc.)
5. Click "Create"
6. Ticket is created and admins are notified

Edge Cases:

• You can attach multiple files (max size per file: typically 10MB)
• Supported file types: Images, PDFs, text files
• Tickets are private (only you and admins can see)

10.2 Managing Tickets

Viewing Your Tickets

1. Navigate to Helpdesk
2. See list of all your tickets
3. Tickets show:
   • Subject
   • Status (Open, In Progress, Resolved, Closed)
   • Priority
   • Created date
   • Last updated date

Ticket Status

• Open: New ticket, awaiting response
• In Progress: Admin is working on it
• Resolved: Issue is resolved (you can still view)
• Closed: Ticket is closed (no new messages)

Adding Messages

1. Open a ticket
2. Type your message
3. Optionally attach files
4. Click "Send"
5. Admins are notified of your reply

Edge Cases:

• Resolved tickets: You can view but cannot add new messages
• Closed tickets: Read-only
• File attachments are limited in size and type

10.3 Ticket Priorities

• Low: General questions, feature requests
• Medium: Standard support issues
• High: Important issues affecting workflow
• Urgent: Critical issues requiring immediate attention

Edge Cases:

• Admins may change priority based on issue severity
• Urgent tickets are prioritized for faster response

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