Helpdesk

Why this matters

The helpdesk is a support ticket module: a structured way to receive and respond to help requests. In an immigration practice context, it's used more for internal team support (someone needs help with a difficult case, someone reports a technical problem) than for direct client support — though some practices use it as a formal mailbox for complaints and suggestions.

If your practice doesn't use the helpdesk, this module may not appear in your sidebar. It's optional and enabled by an administrator. You can skip this chapter.

Create a ticket

1. Sidebar → Helpdesk → Create ticket.
2. Fill in:
3. Subject — short summary of the problem or request.
4. Description — details, context, what you tried, what you expected.
5. Category — technical support, case support, improvement suggestion, other.
6. Priority — low, medium, high, urgent.
7. Related applicant or case (optional).
8. Attachments if any (screenshots, documents).
9. Save.

The ticket gets a folio (for example TKT042) and is automatically assigned to a responsible person based on the category.

Ticket tracking

Each ticket has a status:

• Open — just created, waiting for the responsible person's reply.
• In progress — the responsible person is working on it.
• Waiting on requester — the responsible person needs more info from whoever created the ticket.
• Resolved — the responsible person considers it done, waiting for confirmation.
• Closed — confirmed and archived.

Converse inside a ticket

Each ticket has a replies section where the requester and the responsible person go back and forth until resolved:

1. Open the ticket.
2. Type your reply in the field at the bottom.
3. Attach files if applicable.
4. Post.

Each reply has author, date, and time — useful for audit.

When the helpdesk vs. other channels

Case	Best channel
Quick question to the team	Chat
Technical problem for a user	Helpdesk
Bug report in ImmCase	Helpdesk (technical category)
Improvement suggestion	Helpdesk (suggestion category)
Formal client complaint	Helpdesk (if configured)
Urgent request requiring immediate action	Chat or call, not a ticket

Watch out for

• Tickets are visible internally. The practice team can see tickets per permission. Don't put sensitive client data in a technical ticket unless needed.
• Don't open a ticket for something you can resolve by talking. If your colleague is sitting next to you, ask them. The helpdesk is for things needing a trail or that the other person doesn't handle in real time.
• If you don't get a response within the promised time, escalate. Your administrator may have configured SLAs (expected response times); check the ticket's priority or ask your manager to escalate.

Where to next

• Calendar — schedule internal meetings to discuss complicated tickets.
• In Part 6 (Administration), how to configure categories, assignments, and helpdesk SLAs.