Help Desk

Capabilities

Helpdesk (/helpdesk, title Kontext Helpdesk) is a private ticket (+ Create Ticket, Issues / Feature Requests). Guests cannot file. Talk is where you reach Kontext — not this queue. The OS dock does not show Helpdesk.

• Open a ticket with a category, priority, and attachments

• A reply thread with the platform team

• Status from open through resolved

What is Helpdesk?

Title: Kontext Helpdesk. Subtitle: Submit issues and feature requests, track your tickets. Button: + Create Ticket. Helpdesk (/helpdesk) is a private ticket with a human on the platform team. You need to be signed in with a workspace. Guests cannot file. The OS dock does not show Helpdesk — module switcher or /helpdesk. The header module name is Help Desk (two words). The page says Helpdesk. Same product.

Issues, Feature Requests, status

Tabs: Issues, Feature Requests, Analytics. Statuses: Open, In Progress, Waiting for Customer, Resolved (reopen with Reopen). Staff (platform admin) see View All Tickets, assignment, Internal note. Header search on Helpdesk is not built — do not send someone to “search Helpdesk.”

Docs, Forum, Talk, ticket

**Talk (/os) is where you reach Kontext — an answer, a guide page, or an action on your account. Talk can file Create helpdesk ticket from a message menu; that still lands here, not in Talk’s queue. Documentation (/documentation) is the product book. Talk looks it up. Kontext Docs (/docs) is make a document — not Help. Forum (/forum) is public threads. Messenger (/messages) is people. Do not say “open Help” without naming which of these you mean.

Helpdesk (/helpdesk) — human support tickets when self-serve docs and Forum are not enough. Status tracking from Open through Resolved.

• Create ticket with category, priority, attachments

• Reply thread with platform team

• Partner/team role access per gating

Helpdesk (/helpdesk)

2. Helpdesk

Ticket System

• Ticket Creation:

  • Subject and description
  • Category selection
  • Priority level
  • Attachments

• Ticket Management:

  • View all tickets
  • Filter by status
  • Search tickets
  • Update tickets
  • Close tickets
  • Reopen tickets

• Ticket Statuses:

  • Open
  • In Progress
  • Waiting for User
  • Resolved
  • Closed

• Priorities:

  • Low
  • Medium
  • High
  • Critical

Ticket Responses

• Admin/staff responses
• User replies
• Internal notes (staff only)
• Status updates
• Response templates

Helpdesk Analytics (Admin)

• Total tickets
• Open tickets
• Average response time
• Average resolution time
• Tickets by category
• Tickets by priority

User journeys

HD-01. Create a support ticket

Path: Module switcher → Helpdesk (or /helpdesk) → New ticket

You do:

1. Sign in to Kontext (partners and team roles may have expanded access per gating).
2. Open /helpdesk.
3. Click New ticket or Create ticket.
4. Enter subject and a detailed description of the issue.
5. Choose category (Billing, deployment, bug report, feature request, etc.).
6. Set priority (Low, Medium, High, Critical).
7. Attach screenshots or logs if the form supports attachments.
8. Submit the ticket.

Result: A ticket is created in Open status; you receive a ticket ID for follow-up.

HD-02. Track ticket status

Path: /helpdesk → My tickets

You do:

1. Open /helpdesk after submitting at least one ticket.
2. View My tickets (or the default list scoped to your account).
3. Read the status badge: Open → In Progress → Waiting for User → Resolved → Closed.
4. Open a ticket detail page for full history.
5. Use filter by status to show only open items.
6. Use search to find a ticket by subject or ID.

Result: You always know where each request stands without emailing support separately.

HD-03. Reply to an open ticket

Path: /helpdesk → ticket detail → reply

You do:

1. Open a ticket in Open, In Progress, or Waiting for User status.
2. Read the latest platform team response.
3. Scroll to the user reply composer.
4. Add clarifying details, steps to reproduce, or answers to staff questions.
5. Attach updated files if needed.
6. Send the reply.

Result: The ticket timeline updates; staff see your response and can continue troubleshooting.

HD-04. Attach evidence to a ticket

Path: /helpdesk → create or edit ticket → attachments

You do:

1. Start a new ticket or open an existing Open ticket you own.
2. Click Add attachment (screenshots, logs, export files).
3. Upload one or more files within size limits shown in UI.
4. Confirm filenames appear in the attachment list before submit.
5. Submit or save the update.
6. Reopen the ticket detail and download an attachment to verify integrity.

Result: Support has visual or log evidence alongside your written description.

HD-05. Close a resolved ticket

Path: /helpdesk → ticket in Resolved → Close

You do:

1. Open a ticket marked Resolved after staff confirms the fix.
2. Verify the solution works on your side.
3. Click Close ticket (or confirm closure when prompted).
4. Confirm status moves to Closed.
5. Filter the list to Closed and locate the ticket for your records.

Result: Closed tickets leave the active queue; you can still read history for audit.

HD-06. Reopen a closed ticket

Path: /helpdesk → Closed ticket → Reopen

You do:

1. Open a Closed ticket where the issue returned or was not fully fixed.
2. Click Reopen (or add a reply that triggers reopen per product rules).
3. Explain what still fails or what regressed.
4. Set priority higher if production impact increased.
5. Submit the update.
6. Confirm status returns to Open or In Progress.

Result: The same ticket ID continues the conversation; staff do not lose prior context.

HD-07. Staff respond and update ticket status

Path: /helpdesk (team/admin role) → ticket queue

You do:

1. Sign in with platform team or helpdesk staff role.
2. Open All tickets or Open tickets queue.
3. Assign the ticket to yourself or a teammate.
4. Mark status In Progress when investigation starts.
5. Post a public reply with findings or next steps; add internal notes if staff-only fields exist.
6. Set Waiting for User when you need customer input; use response templates for common answers.
7. Mark Resolved when fixed; Close after user confirmation or timeout policy.

Result: Customers see professional, tracked support; internal notes stay off the user-facing timeline.

HD-08. Review helpdesk analytics (admin)

Path: /helpdesk → Analytics or admin dashboard panel

You do:

1. Sign in with helpdesk admin or platform operator role.
2. Open the analytics or stats panel (total tickets, open count, averages).
3. Review average response time and average resolution time for the selected period.
4. Break down volume by category and priority.
5. Identify spikes (e.g. deployment category after a release).
6. Export or screenshot metrics for a weekly ops review if export is available.

Result: Operators spot staffing gaps and recurring issues; Documentation and Forum gaps inform self-serve improvements.

How it works

Route /helpdesk. Tickets on user canister + platform index/admin. Issues/Features/Analytics tabs.

Benefits

• Escalate when Documentation/Forum are not enough.
• Admins see fleet ticket health.

Who it's for

Primary: all members (file tickets). Staff: triage.