Uktupus Docs

Helpdesk

Customer support tickets with queues, SLA policies and a knowledge base; escalate to field service.

Available with the Helpdesk module.

Tickets (/helpdesk/tickets)

Customer issues: partner, contact, subject, priority, queue, assignee, status (open → in progress → waiting → resolved → closed), comments (internal/public), attachments, linked knowledge articles. Escalate creates a Field Service work order linked to the ticket. SLA timers show first-response and resolution — breached vs on track. Links like /helpdesk/tickets?open=<id> (from notifications and Control Tower) open the ticket directly.

Attachments

Open a ticket and use Upload files to add files to the ticket, or Attach files in the comment box to send files with a comment (a comment can be just files). Files open or download from the ticket; comment files are listed under their comment.

  • Up to 20 files per ticket or comment, each up to 20 MB.
  • Allowed types: images, PDF, text and CSV, Word, Excel, OpenDocument, ZIP and saved emails (.eml, .msg).
  • Viewing files needs helpdesk.tickets.read. Uploading needs helpdesk.tickets.create or helpdesk.tickets.update. Deleting (ticket or comment files) needs helpdesk.tickets.update.

Queues (/helpdesk/queues)

Support teams that tickets route to, with optional default assignee.

SLA (/helpdesk/sla)

First-response and resolve targets by priority; tickets pick the matching policy automatically. Deadlines are counted from when the ticket was reported, and are recalculated when the priority changes or the ticket is reopened.

Breaches. Every 10 minutes Orka checks open tickets. The first time a first-response or resolve deadline passes, it sends one notification (in-app and email) to the assignee. If the ticket is unassigned, it goes to the queue's members, or to the queue's default assignee when the queue has no members. Each target notifies once; it can notify again only after its deadline is recalculated. A first response is recorded when the ticket is started, set to waiting on customer, escalated to a work order, resolved, or gets a public (non-internal) comment.

Breached tickets, and tickets whose next deadline is within 2 hours, appear in Control Tower under Service. The SLA breached filter on the tickets page shows the same breached tickets.

Knowledge base (/helpdesk/knowledge)

Reusable answers/articles agents can attach to tickets (and share with customers).

On this page

Tickets (/helpdesk/tickets)AttachmentsQueues (/helpdesk/queues)SLA (/helpdesk/sla)Knowledge base (/helpdesk/knowledge)Related