The BeDesk Customer Ticket Portal provides your users with a seamless and transparent way to create, track, and manage their support requests. This centralized hub empowers customers by giving them full visibility into their support history and the status of their ongoing conversations.
Let's explore the user-friendly interface your customers will experience.
After logging in, your customers will be able to access tickets portal via My Tickets in the top navbar. From this main view, users can:
Create a New Ticket: The prominent New ticket button allows users to easily submit a new support request.
Search All Tickets: A powerful search bar lets users quickly find specific conversations by searching for keywords in the summary or description.
Filter by Status: Users can filter their ticket list to see exactly what they need. The default filters include:
All tickets: Shows every ticket associated with the user.
In progress: Tickets currently being worked on by your support agents.
Waiting on you: Tickets that require a response from the customer.
Resolved: Tickets that have been successfully closed.
Locked: Closed tickets that can no longer be reopened.
View Key Information at a Glance: The ticket list is organized into clear columns, showing the Summary, ticket ID, Created date, Last updated date, and current Status.
Clicking on any ticket from the portal opens the detailed conversation view. This page provides a complete picture of the support request from start to finish. Key features of this page include:
Full Conversation History: All messages between the customer and your support agent are displayed chronologically in a clean, easy-to-follow format.
Ticket Details Sidebar: A summary panel on the right side of the screen provides essential information, including:
The Requester and the agent Assigned to the ticket.
Creation and last activity timestamps.
The ticket's Status (e.g., "Waiting on you") and Priority.
Any custom fields you've configured. This will only show attributes that are marked as "visible to customer".
Simple Reply Box: Customers can easily continue the conversation by typing in the "Add to conversation" box and attaching files if needed.
Mark as Solved: This feature empowers your users to close their own tickets once their issue has been resolved, helping to keep the support queue clean and accurate.