Answer help desk tickets

Participants raise help desk tickets from inside the app. Each ticket is a conversation: you reply on the page, and the ticket moves through Open, In progress, Resolved and Closed.

Who can do this: Org admins. Read-only users can read tickets but not reply or change them.

Where: Event → Ops → Help Desk (also under Overview in the organiser app)

The red number on Help Desk in the sidebar counts the tickets that are open or in progress.

Find the tickets that need you

The views across the top are Open (where the page opens), Needs reply, In progress, Resolved, Closed and All. Needs reply is the one to watch during the event: it lists every ticket that is still open where the participant wrote last, including follow-ups on tickets you have already answered.

Narrow the list further with All categories and All priorities. Urgent tickets are always listed first. A ticket marked Needs reply in the list is waiting on you.

Reply to a ticket

1. Click a ticket. Its conversation opens on the right, with the participant’s name. Click the name to open them on Participants.
2. Type in Reply message. Suggest reply fills the box with a suggested answer when one is available. Read and edit it before sending.
3. Click Send reply, or press Cmd+Enter (Ctrl+Enter on Windows).

Sort, assign and close a ticket

At the top of an open ticket:

• Priority: Urgent, High, Normal or Low.
• Category: General, Technical, Venue, Schedule, Networking or Special assistance.
• Assigned to: a staff member, or Nobody.
• Mark resolved: the problem is dealt with. You can still reply to a resolved ticket.
• Close ticket: finishes it. A closed ticket takes no replies until you click Reopen.
• Reopen: puts a resolved or closed ticket back to Open.