The support desk
Help Centre → Requests.
The queue opens on everything still needing a reply, not on everything ever. A desk that opens on four thousand closed requests is a desk nobody opens twice.
Each request has:
- a reference like
K4M2-P7QX, which is what a customer quotes. It is random rather than sequential, so it does not tell the world how many requests you have had, and it avoids I, O, 0 and 1 because those are where reading one down a phone line goes wrong; - a status — new, open, waiting on customer, resolved, closed;
- a priority and an assignee.
Statuses move on their own: replying sets it to waiting on customer, and a customer replying sets it back to open. You rarely need to touch it.
Private notes
Write a note instead of a reply and it stays on the request for whoever picks it up next. It is never emailed and never shown to the customer.
How customers get back in
Signed-in customers see everything they have sent on the page holding [trasl_my_tickets]. Guests get a private link, sent to them by email, holding a key that opens only their own request — no account, no password.
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