System overview, general features


This presentation will give a brief overview of the general features of the HelpDeskEddy system. You can find more information about each feature in our knowledge base at


The solution is modular, which gives you a wide range of possibilities for dividing rights. Go to management - Groups, access rights. By default, follow groups are created: administrator, agents and clients with corresponding rights. You can create a new group or edit an existing one as needed. In the settings of each group you can activate or deactivate the necessary modules, as well as give users the rights to the necessary actions.


The next essential way to separate the permissions are Departments or Departments of the company. This feature allows you to separate the ticket threads, as well as your agents. For example, you can create a support department and a department of financial issues. Separate agents, as a result, the agents of one department will not see the tickets of others, and the manager will be able to control everything. For each department you can configure incoming mailboxes, configure SLA etc.


If you use e-mail as the input channel, the users will be automatically created and administrated in the corresponding section. This is also where the agents are created. Pay attention to the Organization field. In our system there is such a notion as organization or client companies. They are used for grouping your clients. If you work with legal entities, different people from the same company probably address you. In order to build correct reports and group requests - use client companies - just add users to one company. Also thanks to this feature - you can appoint a client director as a manager and he will be able to see all tickets of his company to you. Manager can be assigned in the Client Companies section.


By default, a lot of standard notifications are created in the system - you can disable or edit all the templates in the corresponding section. When editing, use tags.


In the Ticket settings you have the possibility to set the actual parameters for you, change the display of information, as well as change the format of the ticket ID.


The global settings contain the main settings, including the appearance of the system. If you have any difficulties with the appearance of the ticket, please contact us - we will be glad to help you!


To automate the work you can use the Dispatcher (or trigger)- it is a set of rules. The idea is: you can create an unlimited number of sets of conditions - actions. For example, if a new ticket is received and the word "urgent" is contained in it, we set the priority immediately and send an e-mail to the responsible agent. Thus, you can create the necessary notifications, work with SLA terms and come up with many ways to automate your work.


The system allows you to create sets of unique fields and give you access to them. Fields can be of different types, including related - tree-like fields. Please note that these fields can participate in the dispatcher.

Using macros - you can perform a set of actions with a ticket in one click, if you have a lot of typical actions - it will be relevant.

The online chat is also available, which is fully integrated into the system. Possibility to integrate the system widget on the site, thanks to this you will have access to the knowledge base on the site, as well as the opportunity for customers to leave a ticket and connect to the personal cabinet.


The system is multi-lingual, by default we support 3 languages - Russian, Ukrainian and English. If necessary, you can add your own language.


In the Printout module you have the opportunity to create your own report template for uploading data to Excel. To do this, go to the Printout section, then create a new template.
To use this upload, go to Reports, Report constructor - select the section in which you need the report, then select the created template and upload.

Speaking of reports - the main reports with basic information are created in the system. In case you need a unique report, please use the upload to the extras or contact us for help.


Using the knowledge base, you can publish information that is relevant to you. You have the ability to divide the access rights by user, to make the information publicly available, as well as for specific groups of users. Please note that the knowledge base is also used to prepare responses to customer tickets.


Contacts module is used to work with clients - you can work with client companies as well as with specific clients. Leave notes, see contact information and history of user tickets.


Now let's go to the list of tickets and work with them. The list of tickests contains the panel of filtering tickets by statuses and departments. The incoming tickets section contains all the unfinished tickets. The button of creating a ticket. The main field is the list of tickets with the possibility of quick change of the ticket owner, status and priority. The columns that are displayed here are adjustable for each user separately, as well as in the system settings.

To filter tickets, you can also use search and filters. Filters can be either personal (each user sets them for himself) or global - they are set in the system settings.
As an example, let's create a filter that will display all unclosed tickets, for which Alexander Ivanov is responsible. Create a filter, as we can see in the left pane, and now the selected tickets are available in one click.


Now let's move on to the ticket itself. In the left part of the window there is the information about the client, in the right part of the current ticket owner, with the possibility to change him. Basic parameters of the ticket:
The audit button will tell you what happened to the ticket. Then the history of tickets from this client. Answer to the ticket, with the possibility to attach files, to use the prepared template from the knowledge base. The possibility to mark the time spent.
The comment is used for internal correspondence, this correspondence will be seen only by your agents, but not by clients.
Using the Done button - change of the status by one click. "The user" button calls the client's card. SLA term with the possibility to change it. Billing, respectively, is the information about the time spent. The freeze function is used when you know that you will not start implementing the ticket in the near future. You have the possibility to postpone the ticket until a certain date or without a date, then the ticket will be defrosted automatically when a new answer is received. Frozen tickets do not appear in the general lists, but only among the frozen tickets in the corresponding section.
Possibility to send a notification about the status of the ticket to the client with one click.

Next come additional features.