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Welcome to the helpdesk wiki!

highly influenced by https://www.tawk.to/

Features

Properties

this is like the old organizations
a property can be a site or a page

Site is like help for your website Page is like https://tawk.to/danleyb2
user can create multiple properties
A property can have multiple members invited members are of two types Admin - can perform property administration tasks Agent - ticket management

Chat

Tickets

creation of tickets requires subject body Contact - contacts are created from conversations
Ticket status open closed
Ticket Priority e.g Normal,Urgent,Critical
Ticket Types e.g Issue,Task
Conversion of conversations into tickets requires an email of the contact for further communications
Tickets Creation from email i am not sure if it's a security risk reading organizations inboxes but there are drawbacks that makes me go with this different approach like
- some mail servers might be unreachable
- managing their credentials is a security risk as they'll have be stored in plain text
- logging in and out of multiple mail servers is slow
- a single mail server managed by helpdesk allows for a lot more configuration ability each will be generated for a support email address, this wont be user friendly or memorable so each property will configure their support email to forward emails to this mail server, tickets for the organization will be create by checking the forwader and sender
Ticket Assignment tickets can be assigned to members of the property