Help desk

The help desk tracks customer questions and problems as issues (tickets). Each issue has a subject, a priority, a status, one person it is about, and a message thread.

In the sidebar, under Support, click Help desk.

Good to know

Your role decides what you can do here. You need view access to open an issue, create access to use Create Issue, and edit access to reply. Ask your administrator to change your role. See Manage users and roles.

The issue list

The page is titled All Issues and shows how many issues there are. The list shows 10 issues per page, with the most recently active issue first.

All Issues

Column	What it shows
Issue	The subject, with a preview of the last message below it.
Status	Open or Closed.
Contact/User	Who the issue is about: name and email.
Priority	Low, Normal, High or Critical.
Partner/Staff Owner	The staff owner of the contact, labeled Staff. Shows N/A when there is no owner.
Created at	The date the issue was created.

Use the status list above the table to show only Open or Closed issues. Clear it to show All Status. Click a row to open the issue.

Priorities and statuses

Priority is a label. It shows as a colored pill in the issue list: Low (gray), Normal (blue), High (orange) and Critical (red). Normal is the default.

New issues start as Open. When you reply to a Closed issue, it becomes Open again.

Create an issue

1. Start an issue

   On the help desk page, click Create Issue. You can also create an issue from a contact’s page with Ticket. See Work with a contact’s timeline.

2. Enter the details

   Fill in the fields in the table below.

   

   Create New Issue

3. Create

   Click Create Issue. The first message of the thread is the Message you entered.

Field	Required	What it does
Subject	Yes	A short title. Shown in the list.
Message	Yes	The first message in the thread.
Priority	Yes	Low, Normal, High or Critical.
Filter by Staff Owner	No	Pick a staff member to show only the contacts they own. To switches to Contact, and the User option is hidden.
To	Yes	Choose Contact or User. The number next to each option is how many people you can pick from. Click a selected option again to clear it.
Contact or user picker	Yes	Search and pick the person. Contacts show their email.

Note

User means a member of your team, not a customer. If you choose Contact, the issue is linked to the contact’s staff owner.

Good to know

When an issue is created, and whenever someone replies, Nuvioo emails your business owner and the staff who can view the help desk. The person who created the issue is not emailed. The contact is not emailed. Nuvioo also sends an in-app notification when an issue is created, to the same staff, to the contact’s owner, and to the team member if the issue is for a User.

Automations on your forms can also create issues when someone submits a form.

Open an issue

Click an issue in the list to open it.

• Left panel: all issues, newest activity first. Use the status list to filter. Type in Search for label to find issues by subject, name or email. Click an issue to switch to it.
• Header: the contact or user’s name and email, and the subject. Click the close icon to go back to the list.
• Thread: every message with the sender, date and time, and any attachments. Click an attachment to download it.

Reply to an issue

1. Write your reply

   Type in Message. Press Enter to send. Press Shift and Enter for a new line.

2. Add files or emoji

   Use the image and paperclip buttons to attach files, and the smiley button to add an emoji.

3. Send

   Press Enter or click the send button. The button is off until you type something and any upload finishes.

You can attach up to 10 files per reply. Images can be up to 10 MB. Other files can be up to 50 MB. Accepted types are images, PDF, Word, Excel, text, ZIP and RAR files. Remove an attached file with its bin icon before you send.

Replies in the thread are visible to everyone who can open the issue. There are no private notes.