Getting Started

HelpDesk installation
Quick HelpDesk configuration
License Installation
Grant Permissions to HelpDesk app
YouTube Channel
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Configuration guide

Email settings
Triggers
Web widget
Customize widget forms
Customize ticket and contact forms
Customer service survey
Scheduling of tasks and reminders
SLA policy
Localization
Appearance settings
Color theme
Statuses customization
Reports customization
Ticket numbering customization
Upgrade HelpDesk
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User guide

Home
Ticket management
Ticket search
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All tickets
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My contact
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Ticket merging
Ticket splitting
SLA policies

General

Version history
Data protection and security
Licensing details
Billing and subscription management
Support plans
Status page

Power Automate (Microsoft Flow) and Public API

Power Automate (Microsoft Flow) connector
Public REST API

How to

Notifications
Automations
SLA
Ticket management
Custom forms, charts and views
Advanced

Documentation › SLA

SLA

Escalate ticket if an agent didn’t reply in time
Notify agent or manager when SLA is failed
Create cascading SLAs