Serve customers and manage a private Helpdesk

Move a request to a reviewed resolution#

Helpdesk is your business’s customer-support workspace. Its queues and conversations are separate from Emnaro subscription, billing and platform support. Open the correct corporate profile before recording customer information.

The owner or administrator reviews the app policy and creates a queue with an explicit audience. Add eligible queue managers and agents, record a customer request or enable verified public intake, then triage the subject, priority and assignee. Use an internal note or deliberately publish a customer reply. Resolve the conversation when the work is complete.

Open means active work; Waiting for customer and Waiting internally record the next responsibility. Reopen a resolved ticket explicitly before moving it to a waiting state. A new verified customer message also reopens the conversation. These state changes preserve the original request and elapsed response target.

An agent-recorded request retains that provenance. Entering a requester address does not claim an email was received or prove the requester’s identity. Review the exact address before inviting customer access; revoke mistaken access and create a correct new conversation instead of rewriting retained requester facts.

Install the actual support purpose and optional connections#

Install Helpdesk in a corporate workspace within its current package app allowance and any separate licence. Standalone support does not require To Do, Projects, Accounting, Invoicing or an ecommerce store. The app does not silently install another module or create staff accounts.

CRM linking is optional. Enable it only after CRM is installed, configured and licensed and the current user has the required CRM access. A selected contact is a deliberate reference; it does not grant invoices, orders, unrelated conversations or the whole customer profile.

Internal agent work remains available when outgoing email is unconfigured. New public requests and customer verification invitations require the correct tested system sender. Production and disposable demo use their own SMTP settings. An email address, queued job or unready form cannot substitute for this prerequisite.

Current workspace membership, app writing ceiling, subscription allowance, module licence, status and expiry are checked again. A demo remains disposable under the administrator’s configured duration; do not use it as the only copy of a real customer record.

Official references: App prerequisites and installation ↗ · Provider connections and storage ↗

Choose a clear support policy before opening conversations#

An owner or workspace administrator chooses who may work in the app, the default IANA timezone, optional CRM linking, verified customer access, public request intake and the customer access lifetime. Configuration authority is separate from permission to read a private queue.

Team permits eligible current named queue workers below their queue grants. Managers restricts writing to current workspace owners and administrators. A queue grant narrows this ceiling and cannot override it. A policy change is refused if it would leave unsafe assignments or no eligible queue manager.

Customer portal and public requests are separate choices. The portal permits a verified one-conversation invitation for an agent-created ticket. Public requests additionally expose opted-in queues’ request forms. Provide the merchant’s actual privacy notice and version before enabling public intake, then review the privacy purpose and elapsed-clock response meaning.

Save against the current policy version. A stale concurrent change must be reviewed before another save; an exact successful retry does not create another policy revision. Changing a display default does not rewrite a ticket’s captured original target or historical facts.

Choose private queue audiences and current roles deliberately#

A Private queue is visible only to its current named members. An unrelated workspace owner, administrator or platform administrator does not receive its conversation content simply through configuration authority. The queue creator starts as an explicit manager.

Choosing Workspace managers deliberately shares the retained queue history with current workspace owners and administrators as well as named members. Review that audience before saving or changing it, including its effect on existing internal notes and attachments.

Queue managers control the permitted queue policy, membership and handoff. Agents work on tickets; viewers read permitted content. Each role remains below the current app, subscription, licence, workspace and expiry ceilings. Ask the current manager to coordinate access to a private queue rather than bypassing it through another administrative screen.

Selectors apply current permissions and eligibility before counting and pagination. Search and page through duplicate names; stable IDs distinguish identities. If a queue has more than fifty members, load the complete current version-matched roster before replacing it so an unseen member is never silently removed.

Separate internal notes from immutable customer replies#

The composer defaults to Internal note. Its body and files stay within the queue’s current permissions and are absent from the customer thread, public message counter and notification payload. Keep confidential coordination here.

Choose Public reply deliberately and review the exact body and selected files before confirming publication. Published messages and their selected originals are immutable. Correct a mistake with a new message; changing a flag cannot turn an old internal note or file into public content.

The first deliberately public agent reply records the first-response timestamp. A recorded initial request, internal note or customer message does not satisfy that measure. A committed public reply and its separate email notification can have different outcomes; a stored message does not prove inbox delivery.

Triage changes the current subject, priority or eligible assignee with a reason and retained version. A whole-thread transfer shares internal history as well as public messages with the target queue and needs its own explicit review under management rights in both queues.

Read original elapsed response targets as recorded evidence#

A queue declares a first-response target from one to ten thousand eighty elapsed minutes and an explicit timezone. Each ticket captures that target, original deadline and timezone when created. Read the actual original deadline beside the recorded first public agent response.

Elapsed minutes include nights, weekends and waiting time. Waiting states do not pause or subtract time, and transferring a conversation does not reset its original deadline. The application does not infer a national workweek, holiday calendar, staffed business hours or legal complaint deadline.

An overdue indicator is an operational comparison against that retained target. It does not establish attendance, a guaranteed SLA, service delivery or regulatory compliance. Change future business targets deliberately without rewriting historical source.

Verify possession before opening exactly one customer conversation#

Enable the optional portal and use the exact currently verified business host. An agent invitation goes to the conversation’s retained requester address and returns only a notification state to staff, never an agent-visible bearer link. Review the address before inviting.

A public request begins in quarantine for up to thirty minutes. It accepts bounded text and the actual displayed merchant notice acknowledgement, with no attachments before verification. A retained ticket is created only after successful possession of the emailed single-use challenge. If SMTP is unready, the form explains that no new request or verification email was accepted.

The private email link opens the verification page. Confirm verification deliberately to consume the challenge and open one short-lived thread. Verification rotates prior thread access. Entering an address alone, guessing a ticket reference or knowing a file ID grants no conversation access.

The browser consumes the challenge or thread key from a browser-only URL fragment and removes it from the current history entry; protected requests use the POST body or Authorization header. Keep your explicitly saved private return link secret. It grants only that conversation, with no staff account, CRM, invoice or other thread access.

If the link expires or is revoked, request a fresh challenge for the ticket’s retained address. The recovery form gives a generic response and does not confirm unrelated request identities. New verified customer messages reopen resolved or waiting conversations; internal activity remains excluded from their public message count.

Upload and select originals for the intended audience#

Upload private PDF, JPEG, PNG, WebP, plain text or CSV within the displayed file and workspace allowance, capped at ten MB per file. Staff label the upload Internal or Public. Choose up to ten distinct unused originals for one message; up to twenty unused staged files per author are supported.

An internal upload cannot be attached to a public reply by changing its flag. Upload a separate original with the deliberate public audience if sharing is appropriate. Selected files inherit the immutable message audience and retain their original name, size and checksum.

Verified customers upload only to their own public thread, within a fifty-MB rolling daily conversation allowance and the workspace’s actual byte quota. Public request intake accepts no files before verification. A copied attachment ID or storage path does not replace current queue or verified-thread authorization.

Unused uploads are staging and do not prove a message was sent. Staff may remove their own unused staged files; customer staging has no self-delete control in this release. Maintenance removes unused staging older than a day. Selected retained originals cannot be physically deleted while the message is retained; missing or changed bytes need storage recovery.

Keep conversation facts, sending attempts and delivery distinct#

Outgoing SMTP readiness is a prerequisite, not a delivery result. The platform operator must configure and test the correct production or separate demo sender. Internal ticket work remains available when it is unready; customer invitations and new public requests must show the honest unavailable state.

Queued means a durable notification is waiting for a worker. Sending means a worker claimed one attempt. Transport accepted means SMTP returned acceptance, while recipient inbox delivery remains unverified. Failed records a known prerequisite failure; Unknown means the email may already have been sent. Cancelled means the relevant scope, challenge or expiry ended.

A public reply can remain a committed conversation fact while its notification is queued, failed or uncertain. Restore tested prerequisites before reviewing a known-failure retry. An Unknown outcome requires an additional explicit duplicate-risk confirmation because SMTP does not provide exactly-once sending.

Current queue management, current ticket version, a deliberate confirmation and an exact operation identifier govern retries. Attempts remain immutable. Maintenance may redispatch eligible durable queued work and mark stale claims Unknown, but it never automatically resends an Unknown outcome or fabricates verification success.

Coordinate assignments and private management before offboarding#

Reassign or clear unresolved tickets before removing an agent or reducing their role. Add an eligible replacement before removing the last queue manager. Current app-ceiling changes must also preserve eligible management and assignments.

A private queue may require its current manager to perform the handoff. Generic coordination errors do not reveal unrelated queue names or grant an administrator access to resolve the issue. Historical actor and requester names stay with the retained record.

A complete queue membership replacement can deliberately hand away your own private access. Review the full roster and current assignments, confirm the handoff and expect to return to the queue index if you no longer have detail access.

Whole-thread transfer requires current management in both source and target queues and explicit retained-history sharing. It shares internal notes as well as public replies, revokes source-inherited ticket access, clears the current assignment and keeps the original response target. Review the target audience first.

Resolve or transfer unresolved tickets before deactivating a queue. Deactivation revokes that queue’s customer access. Reactivating preserves the agent workspace and history; customers need a fresh verified invitation.

Understand bounded pages, current scope and matching export limits#

Queue lists show twenty rows; tickets, conversation messages, events and selector results page by fifty. Permissions apply before counts, search and pagination. Search and stable IDs distinguish duplicate names without exposing inaccessible queue facts.

Conversation views state how many messages are displayed and provide the next page when needed. Ticket history is paginated; queue policy history is a bounded latest-fifty view. Notification panels show their latest-twenty summaries and allow separate pages of sanitized immutable sending attempts.

CSV exports include at most one thousand currently authorized tickets and the chosen queue/state filters. Free-text search, priority and assignee filters do not apply to that export; the link states this scope. Formula-looking spreadsheet cells are escaped. Filter to a smaller authorized queue/state when needed; a current result page is not a promise that unseen history was included.

When a source version changes, your entered text stays available. Reload current data and review before retrying. An unchanged uncertain request uses the same operation identifier, rechecks current authority and cannot create another successful source fact. An interrupted connection or disabled button alone is not evidence of a save.

Review the actual merchant notice and separate private projections#

The business chooses its support purpose and merchant privacy notice/version. The public form shows that exact text and review source. If it changes before a new submission, review the current notice first. A verified request retains the displayed text, version and acknowledgement time.

This receipt records what was displayed and acknowledged. It does not select the business’s legal basis, certify a customer’s identity, provide KYC or establish legal consent automatically. Language, currency and IP location do not determine jurisdiction.

Customer views contain only their own permitted public thread fields, messages and public-message files. Internal notes, confidential filenames, assignment, priority, audit history and hidden activity counts are excluded. A support address or private link never unlocks an entire customer profile.

Keep private return links and verification challenges out of public tickets, analytics, logs and screenshots. The standalone verification/thread experience has no workspace shell, advertising or third-party widgets. Revocation stops future authorized access and cannot erase copies already read or a message already accepted by an external transport.

Review local support, privacy and sector obligations before launch#

Use the declared business country and actual support purpose to review applicable privacy, notice, minimization, access, complaint handling and retention obligations. Sensitive or regulated customer records may need additional sector-specific controls and appropriate local advice.

The captured response target is an operational elapsed-clock record, not an automatic national complaint-law deadline, statutory calendar or certified SLA. A configured notice, verified address or resolved ticket does not establish regulatory compliance on its own.

This release does not perform government filings, statutory retention automation, inbound email parsing, WhatsApp/telephony workflows or a regulated health/financial advice process. Review those separately verified integrations and obligations before making a compliance claim.

Official references: Business country, recordkeeping and tax review ↗

Recover access and uncertain work without inventing success#

On a validation or source-version conflict, keep the entered draft, reload the current source and review the changed facts before retrying. An unchanged interrupted operation can be retried under current authority; check the actual retained result before assuming it failed.

If customer access expires, is revoked or becomes unavailable under the current host, licence, workspace or queue, stop using stale thread content and obtain a fresh permitted verification link. Keep an unsent draft for your own review; it is not a committed public reply or an email delivery result.

If outgoing email is unready, internal work can continue but new public requests and invitations remain unavailable. A known pre-send SMTP failure has a reviewed recovery path; an uncertain outcome needs duplicate-risk review. Never treat a generic access-recovery response as proof that a recipient received a message.

Respect displayed rate, upload and workspace allowances. Public intake and verification are bounded, unverified requests expire, and unused staging is cleaned separately from retained originals. Contact the business for lost access or service questions; Emnaro subscription support remains a different destination.