17 docs tagged with "tickets"

Configure POP3 or IMAP email importing for Help Desk Departments to automatically convert inbound emails into support tickets.

Set up Google Workspace or Gmail email importing using OAuth2 authentication to automatically convert inbound emails into Help Desk tickets.

Use a Manage1to1-managed forwarded address to receive ticket emails without setting up your own mailbox. Each Help Desk Department gets a unique address; messages sent there automatically become tickets.

Configure system-wide Help Desk behavior including portal availability, ticket auto-close rules, attachment security, and reply settings.

Overview of Help Desk Departments, which control ticket routing, email importing, auto-assignment, and administrator associations.

Detailed analytics and reporting for your support ticketing system

Overview of Help Desk Settings that control how support tickets are submitted, routed, and managed across your district.

Create and configure Help Desk Departments including auto-assignment rules, email importing setup, custom fields, and department-specific settings.

How end users find every support ticket they've opened — current status, last update, and how to find a specific ticket fast.

How administrators create support tickets on behalf of users for phone, walk-in, or proactive support requests.

Initiate a Chrome Remote Desktop session from a ticket so you can see the user's screen and walk them through a fix without leaving your desk.

How students and staff open a support ticket from the User Portal (the end-user-facing side of Manage1to1) — including selecting the specific device or cart slot the ticket is about.

Real-time analytics and performance metrics for your help desk

The Ticket History tab shows all support tickets associated with a user, including request details, status, assigned technicians, and resolution dates.

Manage individual support tickets by replying to users, adding internal notes, changing status, and tracking conversation history.

Subscribe admins to a ticket to receive every reply, note, and field-change notification — manually via the Watch toggle or automatically by @-mentioning them in a reply.

Browse, filter, and manage all support tickets from the View Tickets page with queue tabs, search, and auto-refresh.