Help Desk Settings

Help Desk Settings in Quikchex allow admins to configure ticket handling, permissions, escalation rules, and predefined responses.

1. Process General Settings

Defines how employees interact with tickets:

  • Ticket Reopen Duration – Time allowed to reopen closed tickets
  • Edit Tickets After Submission – Allow/disallow editing
  • Close Tickets After Submission – Allow/disallow self-closing
  • Raise Tickets to Quick Checks – Enable direct ticket raising
  • Allow Attachments – Enable file uploads in tickets

2. Ticket Reasons

Used to categorize tickets:

  • Go to Ticket Reasons → Add Reason
  • Add Label, Category, and Access Control
  • Mark as Sensitive if only admins with sensitive data access should access the respective category ticket
  • Add Sub-reasons (e.g., punching issues, incorrect entries)

3. Escalation Settings

Ensures timely resolution:

  • Configure L1, L2, L3 Escalations
  • Set Time, Notifications, and Status for each level

4. Canned Responses

Predefined replies for quick responses:

  • Add responses in Canned Response Settings
  • Use while replying to tickets for consistency and speed

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