Smart Helpdesk

Why Use Workiom’s Smart Helpdesk template?

• Centralized Ticket Management
  Track every service request across customers, departments, and support staff in one place.
  
• Customer Feedback Loop
  Measure satisfaction and refine your support quality using built-in feedback tracking.
  
• Built-In Knowledge Base
  Create a searchable FAQ and solutions hub to empower agents and end users.
  
• Role-Based Specialization
  Assign tickets to the most suitable team members based on skillsets.
  
• Efficient Automation
  Streamline repetitive tasks and ensure timely follow-ups with pre-configured automations.
  

🔹 How to Use the Smart Helpdesk Template

This template includes all the essential elements to launch a digital helpdesk system from day one.

Step-by-Step Guide:

1. Tickets:
   Log support issues with status, assignee, source, and priority. Route them based on skill or department.
   
2. Contacts:
   Add customers or users tied to each ticket for better traceability.
   
3. Companies:
   Track service interactions by company for B2B support or account-specific workflows.
   
4. Team Members:
   Maintain your helpdesk agents and assign them to incoming tickets.
   
5. Knowledge Base:
   Document reusable solutions or answers to common problems for fast resolution.
   
6. Feedback:
   Monitor satisfaction and ticket experience after closure.
   
7. Specializations:
   Define agent skills or department focuses to support auto-routing.
   
8. Employees:
   Handle internal tickets and monitor issue trends among staff.
   

🔹 Features

📊 Reporting Dashboards

• Summary Reports:
  Get an overview of ticket volume, resolution times, and performance metrics.
  
• Pie Chart:
  Visualize ticket distribution across types, teams, or status levels.
  
• Table Chart:
  Monitor agent performance, open tickets, and SLA breaches.

➤ Explore more chart reports

👁️ Views & Visualization

• List View:
  View all tickets, contacts, or knowledge base entries in sortable table format.
  
• Board View:
  Use Kanban to track ticket statuses visually.

➤ Explore more supported views

⚙️ Prebuilt Automations

Automations are set to trigger actions such as:

• When ticket status is updated → Send alert or move to next workflow.
  
• When priority changes → Notify responsible agent or supervisor.
  
• When feedback is submitted → Update performance tracker.
  
• Escalation reminders → Based on inactivity or SLA breaches.
  

These ensure timely responses and minimal manual follow-ups.

➤ Explore automation feature