What can I do with Tickets?

The Tickets module is LibraryH3lp's help desk solution for handling questions and requests that don't need a live chat conversation.

Compared to a shared mailbox, Tickets provides more powerful tools for tracking, organizing, and resolving questions and requests, making it a better fit for teams with more complex workflows.

With Tickets, you can:

• Create tickets from web forms, incoming email, or directly within the ticketing interface.

• Organize work using statuses such as Unclaimed, Claimed, In Progress, Pending, and Closed, along with flexible tagging.

• Assign tickets to staff members and reassign them as needed.

• Collaborate behind the scenes using staff-only notes and internal ticket management tools.

• Receive email notifications for new tickets and ticket updates, with customizable triggers and templates.

• Build and publish forms using the included form editor and simple embed code.

• Route tickets through one or more queues based on staff expertise, department, or workflow.

• Transfer tickets between queues when issues need to be handled by a different team.

Like LibraryH3lp Chat, the Tickets module scales from a single shared service desk to multiple departments working together across queues.

The Tickets module is available from the sidebar in both the administrative dashboard and the staff web client. You can also access Tickets directly as a standalone page (US, CA, EU, SG).

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