Helpdesk
The Helpdesk module turns concorbit into a complete support ticketing platform. Customers can submit requests via the portal or email, and your team manages them through queues, SLA policies, and automation rules.
Key features
Ticket management with statuses, priorities, queues, and assignment
Email-to-ticket via inbound email (replies thread automatically)
Portal access for customers to submit and track tickets
SLA policies with response and resolution time targets
Business hours for timezone-aware SLA calculation
Canned responses with merge fields for fast replies
Automation rules for routing, assignment, and status changes
Time tracking with start/stop timers and manual entries
Satisfaction surveys sent after ticket resolution
Analytics covering volume, response times, SLA compliance, and CSAT
Getting started
Enable the Helpdesk module in Settings > Modules
Create at least one queue in Helpdesk > Settings > Queues (e.g. "General support")
Optionally set up an SLA policy in Helpdesk > Settings > SLA
Start creating tickets or configure inbound email for automatic ticket creation
Ticket lifecycle
Every tenant starts with five built-in statuses:
Open: new ticket awaiting action
Pending: being worked on by the team
Waiting: waiting on the customer for information (SLA timer pauses)
Resolved: issue resolved, pending customer confirmation
Closed: ticket complete
When a customer replies to a waiting ticket, it automatically reopens. When a staff member sends the first reply, the SLA response timer records the response time.
Configurable statuses
You can add your own statuses (for example to mirror the ones you use in Autotask) under Helpdesk > Settings > Ticket statuses. Each status belongs to one of five categories that decide how it behaves, so the app never has to recognise your status name:
Open / Pending: counts as active on the board; the SLA clock runs.
Waiting: the SLA clock pauses (waiting on the customer).
Resolved: drops off the active board and stamps the resolved date.
Closed: drops off the active board and stamps the closed date.
The five built-in statuses can't be deleted and their category is fixed, because the rest of the platform relies on them. Your own statuses are fully editable. A status that's still in use by tickets can't be deleted; deactivate it instead, or move those tickets first. Pick a colour to make each status easy to spot on the board and ticket lists.
Setting status while logging time
The Log time form on a ticket has a "Keep status…" dropdown. Pick a status there to move the ticket as you save the entry, for example log 30 minutes and set the ticket to Waiting on customer in one step. Leave it on "Keep status…" to make no change.
KB suggest-on-create
Both the staff ticket-create form and the customer portal ticket-create form surface matching knowledge-base articles as you type the subject.
Staff side: on
/helpdesk/tickets/create, type a subject and matching KB pages appear below the input. Click through (opens in a new tab) to read them before committing the ticket. Suggestions cover every non-personal book your tenant has authored: internal runbooks, customer docs, public FAQ.Customer side: on the portal's New ticket form, the same lookup runs but is scoped to portal-visible and public books only. Internal runbooks never leak to customers. Customers who find their answer in a suggestion can close the form without submitting.
The query fires 350ms after the customer stops typing, requires a 4-character minimum, and returns up to 5 results sorted by relevance. The same DocsSearchService::suggest engine powers the on-ticket "Related articles" pane on the ticket-show page.
Ticket templates and canned responses
Reusable starting points so you're not retyping the same setup every time.
Ticket templates pre-fill the new-ticket form with a saved subject, body, priority, queue, and assignee. On /helpdesk/tickets/create, the "Start from" picker at the top lists every template you can see: shared tenant-wide templates plus your own personal drafts. Pick one and the form fills in; tweak anything before submitting. Personal templates are marked (personal) in the picker so you know they're not visible to other agents.
Canned responses are reply-body templates with merge fields. On any open ticket, the reply box has an "Insert canned response…" select above the editor. Choose one and the body appends to your reply with merge fields resolved against the current ticket: {{contact.first_name}} becomes the customer's first name, {{ticket.subject}} becomes the ticket subject, etc. Same shared-or-personal model as templates.
Sharing. Every template and canned response has a "Shared" flag. Shared means visible to every agent on the tenant; personal means visible only to you. Only the owner (or someone with helpdesk.manage) can edit or delete a shared item.
Where to manage them. Both surfaces live on /helpdesk/settings: Templates tab + Canned responses tab.
Linked assets
Tickets can carry one or more linked assets, typically RMM devices the customer is reporting issues with. On the ticket page, the right rail has a Linked assets card showing whatever's currently linked plus a "Link an asset" button.
For RMM devices the picker dropdown only works when the ticket's company is mapped to an RMM site (set up under RMM › Sites). Once linked, the picker fetches the live device list from your upstream RMM (N-able / NinjaRMM / Datto) so the names + OS info match what's in the RMM console. Click a device to link it; click the × next to a linked row to remove it. Both actions land on the ticket's activity timeline.
The device name shown on a linked row is cached at link time. If the device is renamed in the RMM later, the cached label on existing links won't auto-update; unlink + re-link the asset to pick up the new name. Auto-refresh is on the roadmap but not in this phase.
Permissions: helpdesk.assets.link to add or remove links; helpdesk.view is enough to see the card and the existing list.
A future phase will add PM-tracked assets to the same surface; the schema is already polymorphic.
Module requirements
The Helpdesk module requires the CRM and Portal modules to be active. It is available on the Professional tier.