Help Desk Module

Operations module on the frozen platform. An internal ticketing MVP — number, subject, description, tenant-managed category, priority, status workflow, assignment, notes, activity timeline, optional due date, and KPIs — with soft, optional links to Contacts and Companies. Unlike many CRM modules that hard-depend on Contacts, Help Desk is standalone: it installs with no module dependencies and works fully on its own.

Not Central Feedback

Give Feedback is the platform bug/feature intake flow (Tenant submit → Central triage). Help Desk is a tenant-scoped internal support queue for your workspace team — distinct product, permissions, and data model.

Guides

Audience	Document
Operators / workspace users	help-desk.md
Engineers	help-desk-developer.md
Production / ops	help-desk-production.md
File a complaint readiness	workspace-complaint-dialog-production-readiness.md
Module Development Standard	module-development.md
Reference blueprint	expenses-overview.md
Tenant API	../api/tenant-v1-help-desk.md

Capabilities

• Header ticket: number (HD- prefix, configurable), subject, description, tenant-managed category, priority (low / medium / high / urgent), status, optional due_at, optional source (manual | email)
• Optional contact_id and company_id — soft links, only validated (and only pickable in the UI) when the corresponding module is entitled on the workspace
• Optional Knowledge Base article links (soft M2M) when knowledge-base is entitled — pick published articles (or drafts when the actor has knowledge-base.update); backlinks on article view when Help Desk is entitled
• Status workflow: open → in_progress | waiting | resolved | closed; resolved → closed | open; closed → open
• Content edits blocked when status is Closed — use status actions, assignment, and notes instead
• Assignment (created_by / assigned_to) with assignee scoping via help-desk.assign
• Notes (comments) + activity timeline; Timeline shows status timing (e.g. 3h, 1d 2h); optional attachments on ticket create and note replies (counts toward Storage quota)
• SLA policies (1.3.0): response/resolve targets by category and/or priority; ticket clocks; breach scanner + notifications; list filters for breached / at risk
• Shared email intake (1.4.0): workspace IMAP support mailbox (not personal Email accounts); inbound creates tickets or appends notes when the subject/body references HD-#####
• @mentions (1.5.0): ticket notes support @user mentions with in-app notifications
• Communication Template replies (1.7.0): soft-gated WhatsApp template picker on ticket view when Communication Templates is installed (communication-templates.use); placeholder context help-desk — no hard module_dependencies
• Table and status Kanban (Board/List toggle; fixed HelpDeskStatusEnum columns; drag → POST …/status) with search, status/priority/category/SLA filters, assignee filter, overdue filter, and My Tickets toggle; Manage categories, Manage SLAs, and Manage mailboxes dialogs (same help-desk.* permissions as ticket CRUD)
• KPIs via GET /help-desk/stats (total, mine, open, in progress, waiting, resolved, closed, overdue, sla_breached, sla_at_risk)
• Dashboard widget help_desk_my_open (module + help-desk.view; assignee-scoped like list)
• Trash filtering plus Restore and Delete permanently
• Real-time board sync — private Reverb channel tenant.{id}.help-desk.board (auth: same tenant + help-desk.view) broadcasts HelpDeskTicketCreated / HelpDeskTicketUpdated / HelpDeskTicketStatusChanged (with previous_status) / HelpDeskTicketAssigned / HelpDeskTicketDeleted; the board view invalidates help-desk/board + help-desk/stats (debounced) so teammates see moves, assignments, and deletes without a manual refresh. Mirrors the Tasks / Leads invalidate pattern. Catalog 1.12.0. Go-live: production readiness.
• Module licensing (module:help-desk) + Spatie permissions — free Marketplace opt-in, no hard dependencies
• In-app notifications on assignment, close, reopen, and SLA breaches
• Automation triggers (when Automation entitled): help_desk.ticket_created, help_desk.ticket_status_changed, help_desk.sla_breached
• Audit + activity logging
• due_at and SLA clocks stored in UTC; overdue/SLA KPIs and filters use workspace timezone convention (see Workspace timezone)

Permissions

help-desk.view · create · update · delete · restore · force.delete · assign · close · reopen

Role	Grants
admin	All except force.delete
manager	view, create, update, assign, close, reopen
staff	view, create, update, close, reopen

Enable Help Desk from Marketplace (free) — it has no hard dependencies, so it can be installed on its own, before or after Contacts / Companies. Catalog: slug help-desk, category operations (Operations), is_default_included = false, is_billable = false, sort_order = 10, version 1.16.0.

Why standalone (soft dependencies)

Most internal tickets (IT requests, billing questions) do not require a CRM contact or company record. Both links are optional and only appear once the related module is installed. This keeps Help Desk usable as a lightweight, install-anywhere operations module rather than forcing the full CRM stack.

External customers submit/track tickets through the separate Customer Portal module (requires Contacts). Portal notes set portal_user_id on help_desk_notes. 1.14.0 adds is_internal so staff internal notes stay private while public replies (rich text + attachments) appear in the portal.

Intake channels (1.16.0)

Source	How tickets arrive
Manual	Staff create / File a complaint
Email	Shared IMAP mailboxes
Portal	Customer Portal submit
Live Chat	Escalate from Live Chat inbox
WhatsApp	Escalate from WhatsApp Cloud inbox

Explicitly deferred

• Social network DMs; auto-ticket on WhatsApp inbound; bidirectional message sync