The ticket
Every request has someone following it through to the end
Whoever takes on a ticket says so with one click, and from then on everyone knows whose it is. Status, priority, the exchange with the client and the team’s notes sit on the same page: nobody has to piece the story together from a chain of forwards.
“I thought you were looking into it”
It’s the line that leaves a request from Rossi & Partner unanswered for days. In kDesk every ticket has an owner visible to everyone, a status that says whether you’re waiting for the client or a colleague, and a full record of who wrote what. When the case changes hands, the context goes with it.
How it works
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Take ownership
Open the ticket from the list and press “Assign to me”: it moves to In progress and carries your name. If you can’t follow it, release it or, if you have the privilege, reassign it to a colleague.
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Reply and bring people in
Write to the client with the editor, attach files and send: the reply goes out by email, to the people in copy too. To ask for help, leave an internal note and call the colleague with @: they get a notification.
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See it through
Set the ticket to waiting on the client or on a colleague while you wait, then mark it Resolved. If the client replies, it reopens on its own; otherwise it moves to Closed.
One ticket, one owner, one complete story.
What you can do
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Statuses that say whose turn it is
Open, In progress, Waiting on customer, Waiting internally, Resolved, Closed, plus Spam for unwanted mail. Transitions follow a set path: a closed ticket reopens when the client writes again, or with the administrator’s forced status change.
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Priority and a meaningful code
Low, Normal, High, Urgent. Every ticket has a code with its area’s prefix, such as AST-12: the client sees it in the email subject and it stays the same even if the ticket changes area.
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Several hands on the same ticket
Next to the owner you can add a co-assignee, and invite a colleague from another area: they see the ticket, notes included, and get notified of every client reply and every status change.
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Internal notes with @mentions
Notes stay in the ticket and are read only by colleagues with access to it: they never reach the client. Type @ and a colleague’s name, and the notification appears in their bell.
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Attachments you can view straight away
Images and PDFs open in a preview inside the ticket, without downloading them. In replies you drag files in or pick them from the support document library.
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Details and change of area
The Details panel shows requester, people in copy, channel, opening date, first reply and last activity. If the request belongs to another department, “Move to another area” hands it to the people who should work it.
Frequently asked questions
Can the client read internal notes?
No. Internal notes are never sent by email and don’t appear in the request area: only colleagues with access to the ticket read them. The client only receives what you write as a reply.
What happens if the client replies to a ticket that is already resolved?
The ticket reopens on its own and goes back to whoever was following it, with the new message at the bottom of the exchange. There’s no need to open a new case or rebuild the context.
Who can reassign a ticket or force its status?
It depends on the user type. The Administrator can do everything, including reopening a closed ticket. The Agent takes on, releases, replies, writes notes and invites colleagues, but reassigning or forcing a status needs the corresponding privilege.
If I move a ticket to another area, does the client notice?
No. The ticket code stays the one the client has already seen in the emails. Only who sees it on your side changes: colleagues in the destination area find it.
The other kDesk features
Move customer support to kDesk
Request a demo: we’ll show you how kDesk keeps tickets in order and response times under control.
Alex