Support Guide — Helpdesk
How to log a customer question or complaint, respond to it, and close it.
This guide is for customer support. Questions, complaints and issues live in Helpdesk.
Helpdesk is not for repairs. If a customer has physically brought a broken product to the counter, that is a repair and it belongs in Warranty Claim — see Which System Do I Use?. Helpdesk is for the customer who needs an answer, not a workshop.
Part 1 — Logging a request or complaint
Do this while the customer is still on the phone, so you can confirm details as you type.
- In the search bar at the top of the screen, type Helpdesk and open it.
- Click + Add Ticket to start a new one.
- Fill in who the customer is:
- Customer Name
- Phone — read it back to confirm. This is how you reach them with the answer.
- Fill in what they need:
- Subject — a short line, so anyone can see at a glance what this is about. For example: "Asking how to reset inverter" or "Complaint — no callback on repair."
- Description — the full story in the customer's own words. Write more rather than less; the person who picks this up later was not on the call.
- Click Save.
[screenshot: a new Helpdesk ticket with Customer Name, Phone, Subject and Description filled in]
Tell the customer their ticket has been logged and that someone will get back to them.
Writing a subject people can use
A good subject line saves everybody time.
| Weak | Better |
|---|---|
| "Customer called" | "Asking whether battery is still under warranty" |
| "Problem" | "Complaint — repair taking three weeks" |
| "Enquiry" | "Wants installation date and receipt" |
Part 2 — Responding and closing
- Open the ticket from your Helpdesk list.
- Read the whole description before you reply, including anything a colleague added.
- Type your reply and send it to the customer.
- Record what you did — if you called them, note that you called and what was agreed. A ticket with no record of the call looks untouched to the next person.
- When the customer's issue is genuinely settled, set the ticket to Closed.
[screenshot: an open Helpdesk ticket showing the reply box and the conversation so far]
Close it only when it is truly finished. If you are waiting on the customer, on a technician, or on stock, leave it open and say so in the ticket. A ticket closed too early is a customer who has to call back and start again.
When a support call turns into a repair
This happens often, and it is easy to handle.
A customer calls to say their inverter is faulty. At that moment it is a Helpdesk matter — nothing is on our counter. Log the ticket, advise them, and invite them to bring the product in.
When they arrive with the product, the front desk opens a Warranty Claim for the repair. The two records now run side by side:
- the Helpdesk ticket holds the conversation, and
- the Warranty Claim holds the repair.
Note the repair number in the ticket so the two can be matched later, then close the ticket once the customer's question is answered. Do not try to track the repair inside Helpdesk, and do not log the complaint inside the repair.
Common questions
A customer is complaining about a repair that is already open. Log the complaint as a Helpdesk ticket. The repair stays where it is, in Warranty Claim. Two different things, two different places.
The customer calls back about the same issue after I closed it. Open a new ticket and mention the old one in the description.
I cannot answer the customer's question. Save the ticket with everything you know, leave it open, and ask your Branch Manager. Never guess at an answer just to close a ticket.