Support & Helpdesk: Tickets & Queues — Assessment

They submit on the organisation's public portal and get a tracking reference — no account needed You must create a user account for them before they can raise anything They email a personal agent inbox that is not tracked Non-users cannot raise support requests

It replaces the need for a status It classifies the request and drives routing to the right team It sets the ticket's font colour only It permanently locks the ticket to one agent

SLAs only apply to closed tickets Assignment has nothing to do with SLAs Unassigned tickets are deleted automatically With no owner, no one is accountable for the ticket's clock

Close it and ask the requester to resubmit to Finance Delete it so Finance starts fresh Move it to the Finance department queue (and reassign the owner) Copy its text into a brand-new ticket

Each channel has its own separate, incompatible workflow All land in the same queues and are worked the same way Email tickets bypass categories and queues Only portal tickets get a reference