Helpdesk

Helpdesk Overview

Open, assign, and resolve customer support tickets. Configure SLA policies, escalation rules, and track your team's performance.

How Tickets Are Created

By Email (Automatic)

Any email sent to your support address (e.g. support@yourcompany.com) is automatically converted into a ticket. The sender is matched to a contact in BlueRockTEL, and the ticket is linked to their account.

If the sender is not found in the system, a ticket is still created and flagged as Unknown contact for manual review.

By the Support Agent (Manual)

  1. Navigate to Helpdesk → New Ticket
  2. Search for the customer account
  3. Enter the subject and description
  4. Set the priority and assign to a team member
  5. Save

Via Customer Portal (Optional)

If your plan includes the customer portal, customers can submit and track tickets directly at https://yourcompany.bluerocktel.com/portal.

Ticket Priorities and SLAs

Each ticket has a priority that determines the SLA clock:

Priority First response target Resolution target
Urgent 1 hour 4 hours
High 4 hours 24 hours
Normal 8 hours 72 hours
Low 24 hours 7 days

These defaults can be adjusted per priority level in Settings → SLA Policies. You can also define different SLA policies for different customer segments (e.g. stricter SLAs for premium accounts).

Working on a Ticket

Open any ticket to see:

  • Customer context — account summary, active services, recent invoices, and previous tickets
  • Conversation thread — all emails and internal notes in chronological order
  • Timeline — when the ticket was created, assigned, escalated, and updated
  • SLA status — time remaining before breach (shown in green/amber/red)

Responding to a Customer

  1. Type your reply in the response box
  2. Select Public reply (visible to customer) or Internal note (team-only)
  3. Click Send

Public replies are sent to the customer by email and appear in the conversation thread. The customer can reply by email, and their response is automatically appended to the ticket.

Assigning and Escalating

  • Assign a ticket to a specific agent or team
  • Escalate to a senior agent or another team, with an escalation note
  • Escalation triggers an automatic notification to the new assignee

Logging Time

Support agents can log time spent on a ticket:

  1. Click Log Time on the ticket
  2. Enter hours and minutes
  3. Mark as Billable or Non-billable

Time logs are visible in the ticket detail and in the monthly support summary report (Helpdesk → Reports → Time Tracking).

Closing a Ticket

  1. Click Resolve
  2. Optionally send a closing summary to the customer
  3. The ticket status changes to Resolved

A customer satisfaction survey is optionally sent after resolution (configured in Settings → Satisfaction).

Resolved tickets reopen automatically if the customer replies within 7 days (configurable).

Next Customer Satisfaction Surveys