How a Helpdesk ticket moves
Create, assign, reply, close - with a trail the next agent can find.
Create, assign, reply, close
Create, assign, reply, close
What belongs on the ticket
A LRockDesk ticket is the place the conversation and the files live. Email, the desk, and WhatsApp (when that channel is on) should join the same ticket so Saturday’s promise is visible on Monday. Status and assignee are part of the trail, not a side note in someone’s head.
Do not paste production passwords, OTP codes or a student’s personal data into a ticket if a safer field exists. Handover at shift change is a normal close of the day. If the next agent cannot find the last reply without asking you to unlock a phone, the ticket is not done.
- Queues follow the role: the same screen, different rights.
- A reseller supports the customers they sold, without borrowing a login.
- Public signup stays on helpdesk.lrock.in/signup.