Service desk interactions

This guide will help you navigate and effectively use the support system to manage service requests, track tickets, and communicate with users.

Support dashboard

Open Support → Dashboard for an overview of the workload: how many tickets are still open, how many were closed this month, and the open ones listed below. Each counter links to the matching list.

A ticket counts as open until it reaches a status mapped to an outcome — see which statuses close a ticket.

Accessing the service desk support tickets

Open Support → Communication → Support requests.

A page will open displaying all created tickets. You can view:

• The status of each ticket.
• The user name and organization that created the ticket.

To open a specific ticket, click on its key-name. This will open a dedicated ticket page.

On this page, you can:

• Read the content of the ticket.
• Check attachments.
• Add comments/replies to communicate with users.
• Change the ticket's status, when Waldur runs the service desk itself.

Changing the status of a ticket

Select Change status and pick the new status.

The list offers only the statuses this ticket may move to. If your deployment defines a workflow, that is what constrains the list; otherwise every configured status is available.

Once the ticket reaches a closing status it stops counting as open, and its SLA badge settles to SLA met.

Reopening works the same way — pick Open from the same menu, and the ticket returns to the open list with its SLA tracking again.

Note

Change status appears only where Waldur owns the ticket's lifecycle. With the Atlassian, Zammad or Smax backends the external service desk is the source of truth, so change the status there and Waldur will pick it up. The same applies to a ticket routed to a provider helpdesk: its status belongs to that provider.