Project Helpdesks

Motion.io’s built-in Helpdesk feature (available on all Standard and Enterprise plans) makes it easy for clients to submit support requests through portals and empowers your team to manage tickets and communicate with customers in a centralized dashboard.

This article will cover everything you need to know about how the Helpdesk feature works in Motion.io.

How Project Helpdesks Work in Motion.io

When you create a new project, by default, Motion.io includes a page in the portal associated with that project titled "Helpdesk."

From this page of their portal, clients can submit new tickets and view the status of tickets they have previously submitted. They can also communicate with your team about a request to provide the additional information or files needed to complete it.

The sections below will explain how to customize the form through which clients submit support requests, how your team manages the tickets clients submit, and the options available for communicating externally and internally about support requests.

How to Customize the Helpdesk Form

Motion.io includes a generic support request form on your portals' "Helpdesk" page by default, but you can change this form to whatever you'd like in both active projects and templates.

To edit the Helpdesk form, open a project or template and navigate to the "Settings" page. On the "Helpdesk" tab, select the form you'd like to use for that project or template's Helpdesk page and click "Save."

Team Notifications About Helpdesk Tickets

When clients submit Helpdesk tickets, you and your team members will see a notification badge next to your account sidebar's "Helpdesk" tab. Clicking on the "Helpdesk" tab or the notification badge will bring you to a centralized dashboard where you can view, manage, and communicate about tickets clients submit.

How to Manage Helpdesk Tickets

In the Helpdesk dashboard, the three tabs you see in the upper left ("Open," "Assigned," and "Closed") allow you to quickly filter between the statuses of any tickets submitted across all of your Motion.io projects.

When new Helpdesk tickets are submitted, Motion.io automatically sets the status of those tickets to "Open" until you assign them to a team member. To assign a ticket, click on it and specify the team member you'd like to assign using the dropdown.

Once you assign yourself or a team member to a ticket, its status automatically changes to "Assigned" and will be visible in the corresponding "Assigned" tab of your Helpdesk Dashboard. Should you require clarification or additional information from clients about a ticket, you can send them a message from the "Client" tab under "Ticket Discussion."

Once a support request is complete, you can let your client and team know by selecting the ticket from your Helpdesk dashboard and changing its status to "Closed" using the dropdown menu.

Private Notes on Helpdesk Tickets

When you need to loop in another team member for clarification or note important details about a support request without your client seeing it, Internal Ticket Notes provide a convenient way to do so.

To use this feature, click the "Internal Notes" tab under "Ticket Discussion" in the ticket where you'd like to write the note.