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Home > Success Center > Web Help Desk (WHD) > Ticket assignment logic

Ticket assignment logic

Table of contents

Overview

This article provides an overview of the Web Help Desk ticket process logic.

Environment

All Web Help Desk versions

Detail

Web Help Desk initiates and manages your help desk processes through the Web console, email, SMS, and built-in procedures. After you configure Web Help Desk, it automatically routes tickets to the proper technician and updates your customer.

Web Help Desk accepts email ticket requests and opens a ticket based on the information in the email. You can also update and close tickets using email. If a repair requires spare parts, Web Help Desk orders the required parts.

Each customer can access a Web console dedicated to their help desk needs. Customers can access all of their help desk features through a Web portal, but they cannot access information from other help desk customers.

The following illustration provides an overview of Web Help Desk processes at a high level.

 

whd_ticket_processing.png

 

 

 

 

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