Tickets (tickets.empirevault.com) is your help desk. It tracks incidents, service requests, questions, and other requests from creation through resolution, with categories, priorities, and statuses that move a request along. A public customer portal lets the people you support check status and reply without creating an account, and a knowledge base can answer common questions before a ticket is even needed.
Every ticket has a type - incident, service request, task, change request, feature request, or question - a priority, and a status. Categories group tickets by area of your business, and tags add your own labels on top for finer filtering. See Working Tickets for how to create, assign, and resolve them.
When your admin configures SLA policies, a ticket's priority determines its response and resolution targets, measured against your organization's business hours. See SLAs and Business Hours.
Customers reach your help desk through a secure link - no login required - to submit tickets, check status, and reply. Once a ticket is resolved, they can rate their experience. See Customer Portal and CSAT Surveys.
Beyond day-to-day support, Tickets also collects and ranks Feature Requests, offers AI Assistance for triage, drafting replies, summarizing, and translation, and lets you publish knowledge base articles - like this one - for customers to search and browse.
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