DeskDay provides a central workspace to create, organise, assign, communicate, track time, bill, and resolve support tickets.
Tickets can be created manually by technicians, submitted through IT-Connect, generated from incoming emails, APIs integrations, or recurring schedules. Each ticket supports seamless collaboration between technicians, customer users, CC members, and external email participants, including email-only communication.
Before you begin
Make sure:
You have permission to create and manage tickets.
The customer, site, and user are available in DeskDay.
Boards, statuses, ticket types, ticket subtypes, SLAs, contracts, tags, and checklists are configured where required.
Team members are active when assigning or escalating tickets.
A support mailbox is configured before using email ticketing.
Boards are used to categorise, classify, and filter tickets.
Create a ticket in DeskDay
Technicians can create tickets from the service desk portal.
Steps to create a ticket
Go to Service desk > Tickets.
Click Ticket +.
Select the Customer.
Select the User.
Turn Billable on or off as required.
Enable Add more participants if other users, technicians, or external contacts need to be included in the ticket conversation.
Enter the Summary.
Select the Priority.
Add the Description.
Add attachments if required.
Update ticket properties if needed.
Click Create.
Use a ticket template
When entering the ticket summary, DeskDay may suggest a matching ticket template.
A template can populate information such as:
Summary
Description
Board
Priority
Ticket type
Ticket subtype
Impact
Urgency
Budgeted hours
SLA
Tags
Checklists
Attachments
Review the populated information before creating the ticket.
Manage a ticket
Technicians can open a ticket to review and update ticket information, conversation history, participants, notes, time entries, and ticket properties.
Fields can be updated automatically based on customer configuration, automation rules, SLA settings, or ticket activity.
Understand the ticket workspace
The ticket workspace contains three main areas.
Ticket information
The left panel displays information such as:
Ticket ID and creation date
Summary
Tags
Description
Attachments
Customer details
Ticket properties
Recent tickets
Child tickets
Merged tickets
Contact time
Conversation
The centre panel displays the ticket conversation.
Technicians can:
Send messages.
Add participants.
Add attachments.
Use canned notes.
Search messages.
Pin messages.
View the ticket timeline.
Filter conversations by visibility.
View ticket logs
Ticket tools
The right panel provides access to:
Helena - AI suggestions
Notes & time
Knowledge base
Checklist
Billing
Products & expenses
Update ticket properties
Ticket properties help classify, route, and manage the ticket correctly.
Technicians can update:
Board
Status
Ticket type
Ticket subtype
Impact
Urgency
Budgeted hours
Estimated end date and time
Contract
SLA policy
Work type
Work role
Location
Tags
Ticket owner
Billable status
The contract and SLA policy may be selected automatically based on the default settings for a customer. Technicians can update them manually if required.
The first assigned team member will be set as the ticket owner. When multiple team members are assigned, the ticket owner can be changed to another team member.
DeskDay also display calculated information such as:
Ticket age
Start date and time
Due date
Scheduled hours
Actual hours
End date and time (Closed time)
Ticket details are saved when the selected values are updated.
Update customer and user details
Technicians can review the customer and user linked to a ticket from the ticket details area. Technician can update the customer or user on the ticket.
Changing the customer or user also update:
Contract
SLA policy
Site
Ticket participants
Manage related tickets
Recent tickets
The Recent tickets section displays recent tickets associated with the same customer user .
Child tickets
Technicians can create a new child ticket or link an existing ticket to the current ticket.
A new child ticket uses the same ticket-creation workflow and is linked to the parent ticket after creation. Existing tickets can also be selected and linked as child tickets.
Merged tickets
Duplicate tickets can be merged into a primary ticket.
Technicians can merge tickets from the ticket page or select duplicate tickets from the ticket list and use the merge action.
Assign team members
Click Assignees from the ticket header.
Technicians can:
Select Assign to me.
Assign one or more team members.
Schedule work for an assigned team member.
Change the ticket owner.
Escalate the ticket
Tickets can also be assigned from the ticket list by selecting one or more tickets and using the Assign action.
Escalate a ticket
Use escalation when a ticket requires additional expertise or attention from another team member.
Open the ticket.
Click Assignees.
Select Escalate.
Search for and select the required team member.
Add a scheduled start and end time when required.
Confirm the escalation.
After escalation:
The ticket displays an Escalated status.
The selected team member is shown on the ticket.
The escalation date and time are recorded.
Previous escalation activity remains available in the escalation history.
Manage conversations
DeskDay supports public, private, and self ticket conversations.
The conversation filter can be used to view:
All
Private
Public
Self
Resolution
Public conversation
Public messages are customer-facing.
They are visible to:
Ticket user
Customer users added as participants
External email participants
Technicians and internal team members
External participants receive public messages by email only. They cannot log in to DeskDay or IT-Connect.
Private conversation
Private messages are internal technician-only messages.
They are not visible to:
Ticket user
Customer users
External participants
IT-Connect users
When a ticket conversation is switched to private mode, it stays private until a technician manually switches it back to public. Previously sent messages keep their original visibility.
Self mode messages
Technicians can use self mode to add messages that are visible only to themselves.
Self mode is useful for personal reference, investigation notes, or any information the technician wants to keep for their own use without sharing it with other technicians, users, or participants.
When a technician sends a message in self mode:
The message is visible only to the technician who added it. The message is not visible to other technicians.
The message is not visible to customer users, CC members, or external participants.
No customer or technician email notification is sent.
The message is stored in the ticket for that technician’s future reference.
Self mode should be used when the technician wants to keep a personal note inside the ticket without adding it to the public conversation or internal technician conversation.
Manage participants in a ticket
Participants are the people included in a ticket conversation.
Participants can include:
Customer users
Technicians
External email participants
Add participants
Open the ticket.
Open the participant panel.
Click Add participants.
Search and select the user, technician, or email address.
Save the changes.
When a participant is added, they receive future notifications based on their access type and notification settings.
Removed participants stop receiving future notifications.
Manage attachments
Attachments can be added when:
Creating a ticket
Sending a ticket message
Adding a note and time entry
Ticket attachments are displayed in the ticket details area. Technicians can open an attachment and remove it when permitted.
Use canned notes
Canned notes are standard, preconfigured notes that technicians can use while sending a response or adding notes to a ticket.
Canned notes help technicians save time, keep responses consistent, and avoid typing repeated updates manually.
Technicians can use canned notes when:
Sending a public response to the user
Adding a private note for internal technicians
Adding a self mode note for personal reference
Recording standard troubleshooting steps
Sharing common instructions or resolution updates
Canned notes are configured from:
Control Center > Channel and communications > Templates > Canned notes
Once configured, canned notes become available inside the ticket editor. Technicians can select a canned note and insert it into a response or note.
Canned notes can also support variables where configured. This allows ticket-specific details such as customer name, user name, ticket ID, or participant details to be added automatically.
Pin messages
Technicians can pin important messages in a ticket conversation so they are easy to find later.
Pinned messages are useful for highlighting key details such as:
Important customer instructions
Troubleshooting findings
Temporary workarounds
Approval details
Critical internal updates
Pinned messages appear at the top of the chat section. Multiple messages can be pinned in the same ticket or thread.
Both technicians and users can pin messages.
Search messages
Technicians can search inside a ticket conversation to quickly find specific messages, notes, or thread replies.
When a match is found, DeskDay highlights the matching text and allows the technician to jump to the exact message.
This helps technicians review past updates without scrolling through the full ticket conversation.
Edit messages
Technicians can edit messages within the allowed time window.
Technicians can edit messages they have sent.
Messages sent from IT-Connect cannot be edited by users.
Editing is available only within one minute after the message is sent.
After one minute, the edit option is hidden.
Edited messages show an Edited label.
Edited messages remain in the same visibility mode as the original message.
For example, if a public message is edited, it remains public. If a private message is edited, it remains visible only to internal technicians.
Rich text editor
The message editor supports rich text formatting so technicians can make ticket updates easier to read.
Available formatting options include:
Bold
Italics
Underline
Strikethrough
Bullet list
Numbered list
Text colour
Background colour
Technicians can use the rich text editor in ticket messages, notes, and supported conversation areas.
Use Helena AI suggestions
Helena DeskDay AI agent help technicians to analyse the ticket, prepare customer responses, and understand the customer’s sentiment.
AI-generated information should be reviewed by a technician before it is used to troubleshoot an issue or communicate with a customer.
Solution
The Solution tab analyses the ticket summary, description and available support information.
Helena can provide:
Possible root cause: Identifies the most likely cause of the reported issue based on the available ticket context.
Recommended next steps: Provides a structured list of troubleshooting actions based on similar past tickets, documents stored in DeskDay, and connected Hudu documentation.
Confidence score: Indicates how confident Helena is in the suggested diagnosis or resolution.
Similar tickets: Finds previous tickets with related symptoms, products, errors, or resolutions.
Knowledge base articles: Suggests relevant articles from the DeskDay knowledge base and connected Hudu documentation.
Vendor documents: Finds relevant official vendor documentation for the affected product or service.
Recommended steps include references to the source used by Helena. Technicians should verify the product, version, environment, and customer configuration before applying a suggested solution.
Compose
Use Compose to prepare a response for the customer.
Technicians can:
Generate an AI-suggested reply based on the ticket context and proposed solution.
Use Compose with prompt to describe what the response should include.
Review and edit the generated response before sending it.
Copy or insert the response into the ticket conversation.
Available response refinements include:
Make it shorter
Make it more formal
Make it more casual
Add empathy
Refinements update the generated response without changing the original information.
Sentiment
The Sentiment tab analyses the customer’s message and displays:
Overall sentiment: Shows whether the overall conversation is positive, neutral, or negative.
Sentiment score: Provides a numerical indication of the detected sentiment.
Sentiment breakdown: Shows the percentage of positive, neutral, and negative sentiment.
Detected signals: Highlights characteristics such as a factual description, concise wording, troubleshooting already attempted, or device details provided.
Urgency indicator: Identifies language suggesting that the issue is urgent or has a significant business impact.
Key phrases: Highlights important statements from the customer’s message that influenced the analysis.
Sentiment information helps technicians adjust the tone, urgency, and level of detail in their response. It should be used as supporting context rather than as a replacement for technician judgement.
Add time entries and notes
Use time entries to track work performed on a ticket.
Open the ticket.
Start the timer when work begins or select the notes and time option.
Stop the timer when work is completed.
Add work details in the notes section.
Review the start time, end time, and duration.
Save the time entry.
Tracked time is added to the ticket and can be edited if required.
When adding notes and time, technicians can also configure:
Ticket status
Work type
Work role
Business hours or after hours
Billable or non-billable time
Note visibility
Attachments
Whether the note should be marked as the resolution
DeskDay records the timer start and end values as a time entry that can be reviewed before saving.
Use the knowledge base
Open the Knowledge Base from the ticket tools to search for relevant articles and link it to ticket. Helena retrieves articles from the DeskDay Knowledge Base (Global and the corresponding customer folder) and from the connected Hudu account, if available.
Helena also suggests relevant knowledge base content based on the ticket summary, description, and conversation history.
Manage checklists
Open Checklist from the ticket tools.
Technicians can:
Add checklist items manually.
Import a checklist from the checklist library.
Mark checklist items as important.
Reorder checklist items.
Mark items as completed.
Delete checklist items.
To import a checklist:
Open Checklist.
Select the import option.
Choose the required checklist.
Click Import.
Billing
Open Billing to:
Select or review the ticket contract.
Mark the ticket as ready to bill.
Create an invoice when available.
Products and expenses
Open Products & expenses to add products or expenses associated with resolving the ticket.
Close a ticket
When work is complete:
Add the final notes and time entry.
Mark the appropriate note as the resolution when required.
Complete the required checklist items.
Review the contract, billing, products, and expenses.
Click Close ticket.
The ticket status changes to the configured closed status.
Keyboard shortcuts and variables
Technicians can use shortcuts in the message editor.
Keyboard shortcuts
Shortcut | Action |
Ctrl + Enter | Send message on Windows or Linux |
Command + Enter | Send message on macOS |
Enter | Move to the next line |
Shift + Enter | Move to the next line |
{{ | Open available variables |
Variables can be used in messages, notes, and templates.
Examples include:
ID number
Customer name
Customer code
Username
Company name
Participants
Troubleshooting
The Create button is unavailable
Confirm that:
A customer is selected.
A user is selected.
A summary is entered.
An email did not create a ticket
Confirm that:
The support mailbox is connected.
The mailbox connection test was successful.
The email was delivered to the Inbox.
The email is not in Spam, Junk, or archived.
The sender used the correct support email address.
A ticket is not displayed under the expected board
Confirm that:
The correct board is selected on the ticket.
The board is selected in the ticket list.
Other active filters are not excluding the ticket.
Boards classify and filter tickets. They do not restrict access.
A team member cannot be assigned or escalated
Confirm that the team member:
Is active.
Is not disabled.
Has permission to manage tickets.
Billing actions are unavailable
Confirm that:
The ticket is billable.
A valid active contract is selected.
Required time entries, products, and expenses are available.
You have billing permission.
Helena does not return useful results
Add a clear summary and detailed description, including:
Affected product or device
Error message
Symptoms
Business impact
Troubleshooting already completed
Important notes
Technicians can create and manage tickets from Service desk > Tickets.
Ticket details such as customer, user, status, board, priority, assignee, SLA, contract, and tags can be updated from the ticket page.
Public messages are visible to the ticket user and added participants.
Private messages are visible only to internal technicians.
Self mode messages are visible only to the technician who created them.
Participants can be added or removed from the ticket conversation where permitted.
External participants can participate through email only.
Time entries and notes can be added to track work done on the ticket.
Important messages can be pinned for quick reference.
Message search helps technicians find past updates inside the ticket.
Edited messages show an Edited label and can be edited only within the allowed time window.
Boards are used to categorise and filter tickets
Ticket timelines provide a history of ticket changes and activity.
Child and duplicate tickets can be linked or merged where required.
Helena, checklists, knowledge base, billing, products, and expenses are available from the ticket tools panel.