Knowledge base / Helpdesk / Reference
Reference
A. Ticket lifecycle
Your administrator can rename or add statuses, but every status belongs to one of five stages. Reports, queues and SLA rules follow the stage: New (just raised) → Open (being worked) → Pending (waiting or approval; SLA paused) → Resolved (fix proposed; survey sent) → Closed (finished; auto-close after N days). Reopen within the window returns to Open; a reply to a long-closed ticket becomes a follow-up ticket.
B. Email events
Each event has its own template, placeholders and on/off switch under Admin → Email templates.
| Group | Events |
|---|---|
| Requester | Ticket created, reply received, ticket resolved, ticket closed, reopened, survey invitation, survey reminder |
| Agent | Ticket assigned, reply added, internal note with @mention, status changed, ticket escalated |
| SLA | Response warning, resolution warning, escalated to leads, breached |
| Approval | Approval requested, approved, rejected |
| Reminders | Waiting for requester, pending approval, unassigned, no activity, due date, personal |
C. SharePoint lists created
All with the prefix HD_, all hidden from Site contents: Settings, Tickets, Comments, Activities, Statuses, Priorities, Categories, Services, Teams, Agents, AssignmentRules, CustomFields, CannedResponses, Holidays, Announcements, KBCategories, KBArticles, KBFeedback, TimeEntries, Notifications, SavedViews, CopilotActions, Surveys, Archive, Reminders, ReminderQueue, Outbox and SetupLog.
D. Keyboard shortcuts
/ search · n new ticket · g then h/d/t/r/b/k go to Home, Dashboard, Tickets, Reports, Board, Knowledge base · Ctrl+Enter sends a reply. Agents type a ticket number in search to jump to it.