6.2 Managing Helpdesk Tasks

Helpdesk tasks are generated for every helpdesk ticket raised in the system. According to example in How Helpdesk Works?, Emily’s ticket creates a helpdesk task in Helen’s Tasks page. Helen can take appropriate actions for this helpdesk task.

If you are a helpdesk user, select the Helpdesk Ticket that requires your action. Perform any of the following actions on the selected helpdesk ticket:

Update

Updates the helpdesk ticket with an appropriate comment.

Complete

Completes the helpdesk ticket enclosed with your resolution comment.

Cancel

Closes the helpdesk ticket with an appropriate comment.

NOTE:You can Claim or Release a helpdesk task. If you claim a helpdesk ticket from the list of tasks, helpdesk ticket appears in your Self tasks.

For more information, click on the Dashboard.