Helpdesk & Tickets

Mosic helpdesk manages support tickets with SLA tracking, priority-based response targets, and configurable workflows. This guide covers creating tickets, managing SLA policies, and configuring helpdesk settings.

Helpdesk Overview

The Helpdesk page is your starting point for ticket management. Navigate to Helpdesk in the sidebar to see your ticket queues and SLA health at a glance.

The SLA Health widget shows four status cards:

• On Track - Tickets within their SLA targets
• At Risk - Tickets approaching SLA deadlines
• Breached - Tickets past their SLA deadlines
• No Agent - Active tickets with no assignee

Click any card to filter the ticket list by that status. The widget also shows recent and upcoming breaches.

Tickets

Creating a Ticket

Before you begin: You need Member or higher permissions in the workspace to create tickets.

1. Navigate to Helpdesk in the sidebar
2. Click the New button (with a + icon), or use the quick-add option
3. Fill in the Subject field (required)
4. Add a Description with the rich text editor (optional)
5. Select a Ticket Type from the dropdown (if configured)
6. Set the Priority level
7. Optionally select a Customer and Contact
8. Click Create Ticket

You can attach files using the Attach button at the bottom of the description editor. Press Ctrl+Enter (or Cmd+Enter on Mac) to create quickly.

New tickets default to Open status and Web channel.

Ticket Creation Fields

Ticket Status

Tickets move through six statuses during their lifecycle:

Status badges are color-coded for quick identification. You can change status directly from the ticket detail view using the status selector in the action bar.

Ticket Lifecycle

A typical ticket flows through these stages:

1. Open - Ticket is created or received
2. Pending or Awaiting Reply - Additional information is needed
3. Resolved - A solution has been provided
4. Closed - The customer confirms the resolution

Tickets can be reopened from Resolved or Closed status if the issue recurs. When a ticket is set to On Hold, Pending, or Awaiting Reply, the SLA timer pauses automatically.

Ticket Priority

Mosic provides five priority levels for tickets:

1. Normal (default) - Standard support requests
2. Low - Minor issues, cosmetic problems
3. High - Important issues affecting work
4. Urgent - Escalated issues requiring immediate attention
5. Critical - System-wide problems

You can change priority from the ticket detail view. The priority badge updates immediately.

Ticket Channels

Tickets track their source through channel indicators:

Channel icons appear in the ticket list and detail view. You can update the channel on an existing ticket.

Replying to a Ticket

Use the Messages tab in the ticket detail view to send replies. The message composer supports rich text formatting, file attachments, and mentions.

Resolving a Ticket

Before you begin: You need Member or higher permissions to resolve tickets.

1. Open the ticket you want to resolve
2. Click the Resolve button in the action bar, or change status to Resolved
3. In the Resolve Ticket dialog, add Resolution Notes describing how the issue was addressed
4. Optionally select or create a Root Cause entry
5. Click Resolve Ticket

Some ticket types may require resolution notes or root cause selection before resolving. These requirements are configured per ticket type.

Closing and Reopening

• To close a resolved ticket, change its status to Closed
• To reopen a closed or resolved ticket, change its status back to Open
• Reopening restarts the SLA timer

Mosic tracks each reopen event: the reopen count, who reopened the ticket, and when. This history is visible in the Activity tab.

Customer Satisfaction

After a ticket is resolved, customers can submit a satisfaction rating (1–5 stars) and an optional comment. Ratings appear on the ticket detail page.

Portal Visibility

Each ticket has a Visibility setting that controls whether it appears in the customer portal. Admins can hide individual tickets from the portal or control which contacts can view a ticket through the portal sharing settings.

You can log calls, notes, and other interactions directly on a ticket using the Log Activity button in the Recent Activity card on the ticket detail page. See Activity Log for a complete guide.

Ticket Detail View

The ticket detail page uses a three-column layout:

Left sidebar - Ticket metadata including Customer, Contact, Requester, SLA Status, Priority, Assignees, Team, Channel, Ticket Type, Tags, and Visibility.

Center panel - Ticket description, resolution details (when resolved), recent activity, and attachments.

Right sidebar - Collaboration tabs:

• Messages - Conversation with the requester
• Comments - Internal team discussion
• Notes - Quick notes about the ticket
• Activity - Full change history timeline
• Tasks - Related customer work items and tasks
• Contacts - Contacts linked to the ticket
• Relations - Document relationships

Ticket Types

Ticket types categorize your support tickets. Each type can have default settings for priority, SLA policy, and team assignment.

Accessing Ticket Types

1. Open Settings from the sidebar
2. Navigate to Ticket Types under the Helpdesk section

You see all ticket types for the workspace displayed as cards showing the type name, default priority, and linked SLA policy.

Creating a Ticket Type

Before you begin: You need Editor or Admin permissions.

1. On the Ticket Types page, click Create Type
2. Enter the Type Name (required)
3. Add an optional Description
4. Choose an Icon & Color for visual identification
5. Click Create Type

After creating the type, configure its settings in the detail panel:

Assignment Strategies

When you set an Auto-Assign Team, choose how tickets are distributed:

Select Auto-Assign Team first before choosing an assignment strategy.

Reordering Ticket Types

Drag and drop ticket type cards to change their display order. The order affects which type appears first in the ticket creation dropdown.

SLA Policies

What is an SLA Policy

An SLA (Service Level Agreement) policy defines response and resolution time targets based on ticket priority. When a ticket has an SLA policy, Mosic tracks two deadlines:

• First Response - Time until the first reply
• Resolution - Time until the ticket is resolved

Creating an SLA Policy

Before you begin: You need Editor or Admin permissions.

1. On the SLA Policies settings page, click Create Policy
2. Enter the Policy Name (required)
3. Add an optional Description
4. Click Create Policy
5. After creation, click Add Target to define time targets for each priority level

SLA Targets

Each SLA target sets time limits for a specific priority level:

Time units available: Minutes, Hours, Days.

You can add targets for each priority level: Low, Normal, High, Urgent, and Critical. Each priority can only have one target per policy.

SLA Status

The SLA indicator on each ticket shows one of three states:

The indicator includes a progress bar and countdown timer. Tickets at risk or breached display a pulsing animation to draw attention.

When SLA status changes (for example, moving from On Track to At Risk or Breached), Mosic automatically sends escalation email notifications to the ticket’s assignees and team.

SLA Timer Pausing

The SLA timer automatically pauses when a ticket enters any of these statuses:

• On Hold
• Pending
• Awaiting Reply

The timer resumes when the ticket returns to Open status. This ensures you are not penalized for waiting on external responses.

Default SLA Policy

Only one SLA policy can be the default per workspace. New tickets receive the default SLA unless their ticket type specifies a different policy. To set a default, enable the Default Policy toggle on any active SLA policy.

Business Hours Only

Enable the Business Hours Only toggle on an SLA policy to calculate deadlines only during working hours. This prevents SLA time from counting overnight or on weekends. You must link a Business Hours Schedule when this option is enabled.

Business Hours

Creating a Business Hours Schedule

Before you begin: You need Editor or Admin permissions.

1. On the Business Hours settings page, click Create Schedule
2. Enter the Schedule Name (required)
3. Add an optional Description
4. Select a Timezone for the schedule
5. Choose a Quick Start Preset:
   • Standard - Monday through Friday, 9:00 AM to 5:00 PM
   • 24/7 - All days, all hours
   • Custom - Monday through Friday with 8:00 AM to 6:00 PM as a starting point; configure hours after creation
6. Optionally enable Set as default schedule for this workspace
7. Click Create Schedule

After creating the schedule, customize individual working days:

Use the Standard or 24/7 quick presets to reset all days at once.

How Business Hours Affect SLAs

When an SLA policy has Business Hours Only enabled and a linked schedule:

• SLA deadlines only count time during configured working hours
• Nights and weekends do not count toward the SLA clock
• Holidays from the linked holiday list are excluded

Without a business hours schedule, SLA time counts 24/7 from ticket creation.

Holiday Lists

Creating a Holiday List

Before you begin: You need Editor or Admin permissions.

1. On the Holiday Lists settings page, click Create Holiday List
2. Enter the List Name (required)
3. Add an optional Description
4. Click Add Holiday to add individual holidays with a date and description
5. Optionally enable Set as default holiday list for this workspace
6. Click Create List

Holidays can be added during creation or afterward through the detail panel. Use the year filter to view holidays for a specific year.

How Holidays Affect SLAs

When a business hours schedule links to a holiday list, dates in that list are treated as non-working days. SLA timers do not count time on holidays when Business Hours Only is enabled on the SLA policy.

Views and Navigation

Ticket List View

The ticket list shows all tickets with filters for status, priority, and SLA health. Use the search bar to find tickets by subject or description.

SLA Dashboard Widget

The SLA Health widget on the Helpdesk overview page provides a quick summary. Each card is clickable and filters the ticket list:

• On Track - View tickets within SLA
• At Risk - View tickets nearing deadlines
• Breached - View overdue tickets
• No Agent - View unassigned tickets

The Recent Breaches section lists the most recently breached tickets. The Breaching Soon section warns about tickets approaching their deadline within one hour.

Bulk Operations

Select multiple tickets in the list view to perform bulk actions. You can update status, priority, assignee, and ticket type for up to 100 tickets at once.

Permissions

Helpdesk features require different permission levels:

Viewers can see tickets and add comments but cannot change status or settings.

Best Practices

• Set up ticket types before creating SLA policies so you can link them
• Create a default SLA policy to ensure all tickets have response targets
• Configure business hours if your team does not work 24/7
• Add a holiday list linked to your business hours schedule for accurate SLA tracking
• Use Require Resolution Notes on ticket types to build a knowledge base of solutions
• Assign a default priority to each ticket type so new tickets are automatically categorized
• Check the SLA Health widget daily to catch at-risk tickets early
• Use Round Robin assignment for even workload distribution across your team

Troubleshooting

A ticket has no SLA status

The ticket may not have an SLA policy assigned. Check if a default SLA policy is configured in settings, or if the ticket type has an SLA policy linked.

Cannot resolve a ticket

You need Member or higher permissions to resolve tickets. If the Resolve Ticket dialog asks for required fields, fill in the Resolution Notes or Root Cause as configured for that ticket type.

SLA timer shows Paused

The ticket is in On Hold, Pending, or Awaiting Reply status. The SLA timer resumes when the ticket returns to Open.

Cannot create ticket types or SLA policies

You need Editor or Admin permissions in the workspace. The settings pages show an Editor Access Required message for users without sufficient permissions.

Cannot see certain tickets

Check the ticket Visibility setting. Tickets set to Team visibility are only visible to members of the assigned team. Tickets set to Private are only visible to assigned users.

Related Documentation

• Communication & Email - Managing email channels and conversations
• CRM - Customer and contact management
• Permissions & Roles - Workspace roles and access control