Helpdesk 101

Getting started with the helpdesk software

Can I use email to reply to a ticket?

Email Integration with Support TicketsYes! Email integration is one of the most convenient ways to manage your support tickets.How Email Integration Works• Reply to any support email to add to your ticket • Create new tickets by emailing our support address • Receive updates automatically via ema...

I can't find an answer in the knowledge base, what should I do?

If you cannot find the help article you need then please create a new ticket and we will get back to you as soon as possible.

I created a ticket, when can I expect an answer?

Response Time ExpectationsOur support team is committed to providing timely responses to all customer inquiries. Here's what you can expect:Standard Response Times High Priority Issues: 2-4 hours (system outages, security incidents, data loss) Standard Issues: 4-8 hours (feature requests, conf...

Who Do I Call For Help?

Please refer to the document below on who you can call for support for specific CVSD supported programs.