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Overview

Knowlix Helpdesk is a comprehensive ticket-based support system designed to manage customer service operations across your organization. Configure multiple support teams with customized workflows, track ticket progress through visual pipelines, and deliver exceptional service using integrated communication channels. The system enables teams to receive tickets via email, live chat, and web forms, route them intelligently to the right agents, track performance with Service Level Agreements (SLAs), and analyze team productivity through detailed reporting. 💡 Pro Tip: Ask Your Knowlix to help manage tickets: “Create a high-priority ticket for ABC Corp” or “Assign all unassigned tickets to Sarah”

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Creating Support Teams

Helpdesk teams organize your support operations by department, product line, expertise area, or any structure that fits your business model. Each team operates with its own pipeline, assignment rules, and communication channels.

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Setting Up a New Team

To create a support team:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Click New
  3. Enter a Team Name
  4. Add a Description (optional but recommended)
  5. Select the appropriate Company (in multi-company environments)
  6. Click Save
Team description best practices: The description you enter appears on public-facing web forms where customers submit tickets. Write descriptions that help customers understand when to contact this team. Examples:
  • “Technical support for software issues and bugs”
  • “Billing questions and account management”
  • “Pre-sales inquiries and product information”
Avoid including internal-only information in team descriptions. 💡 Your Knowlix Alternative: “Create a new helpdesk team called Technical Support for handling bug reports”

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Team Visibility and Assignment

Control who can access each team’s tickets and how incoming requests are distributed among team members.

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Configuring Visibility

The Visibility setting determines which users can view and interact with a team’s tickets. To configure visibility:
  1. Open a team’s settings page
  2. Locate the Visibility & Assignment section
  3. Select one of the visibility options:
Invited internal users only (Private): Internal users can only access tickets they’re following. Users become followers when:
  • They’re added manually to a ticket
  • They’re following the team itself
  • They’re assigned to the ticket
All internal users (Company): Every internal user can access this team and all its tickets, regardless of follower status. Invited portal users and all internal users (Public): Internal users have full access. Portal users (customers) can only view tickets they’re following. Use case examples: Public visibility: Customer support handling general product questions. External customers need to track their tickets via the portal. Private visibility: Finance team handling sensitive billing or tax matters. Only involved staff should access these tickets. Company visibility: Internal IT helpdesk. All employees can view tickets but external customers don’t need access.
Important: Changing from public to private/company visibility automatically removes portal users as followers from both the team and individual tickets.

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Team Followers

Designate users who should receive notifications about all activity on a team’s tickets. To add team followers:
  1. Open the team’s settings
  2. Find the Follow All Team’s Tickets section
  3. Select users from the Followers dropdown
  4. Multiple users can be added
When to use team followers:
  • Managers who need visibility into all support activity
  • Quality assurance staff monitoring responses
  • Escalation contacts for complex issues
Note: External contacts can be added as followers. They’ll receive notifications even if they can’t view tickets in the portal (in private visibility mode).

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Automatic Ticket Assignment

Distribute incoming tickets automatically to team members, ensuring balanced workloads and faster response times. To enable automatic assignment:
  1. Open the team settings
  2. Locate Visibility & Assignment
  3. Enable Automatic Assignment
  4. Select an assignment method:
Equal ticket count: Assigns tickets based on total tickets assigned to each user, regardless of whether those tickets are open or closed. Equal open ticket count: Assigns tickets based on currently open tickets assigned to each user. This maintains balanced workloads by considering only active work. Comparison: Equal ticket count: Sarah has 100 tickets (80 closed, 20 open). John has 95 tickets (90 closed, 5 open). Next ticket goes to John. Equal open ticket count: Sarah has 20 open tickets. John has 5 open tickets. Next ticket goes to John (he has fewer active tickets). Adding team members: Add specific users to the Team Members field to limit automatic assignment to those individuals. Leave the field empty to include all employees with appropriate permissions. 💡 Smart Assignment: Knowlix respects time-off schedules. If an employee has approved leave, they won’t receive ticket assignments during that period. The system looks ahead to find the next available team member. 💡 Your Knowlix Tip: “Balance ticket assignments across the support team”

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Merging Duplicate Tickets

When multiple tickets are created for the same issue, merge them to maintain clean data and avoid duplicated effort.

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Merge Process

To merge duplicate tickets:
  1. Navigate to Helpdesk → Tickets → All Tickets
  2. Select the checkboxes next to the tickets you want to merge
  3. Click Actions → Merge
  4. Review the similarity ratings displayed
  5. Click Merge to combine the tickets, or Discard to cancel
What happens during a merge:
  • Information from all tickets is consolidated into one
  • Related records (emails, attachments, time entries) are combined
  • Duplicate tickets are archived
  • No data is lost
💡 Agent Assistance: “Find duplicate tickets for customer ABC Corp”

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Converting Tickets to Sales Opportunities

Some support requests reveal sales opportunities. Convert these tickets to leads or deals for your sales team to pursue.
Requirement: This feature requires the CRM module to be installed.

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Conversion Process

To convert a ticket to an opportunity:
  1. Open the ticket you want to convert
  2. Click Convert to Opportunity at the top of the ticket
  3. Complete the conversion form:
Customer selection:
  • Create a new customer: Generate a new contact record
  • Link to existing customer: Connect to an existing contact
  • Do not link to customer: Create an opportunity without a customer association
Sales team assignment:
  • Sales Team: Select which team should own this opportunity
  • Salesperson: Assign a specific sales representative
  1. Click Convert to Opportunity
Post-conversion: The original ticket is archived. A new opportunity appears in the CRM module with a link to the original ticket in the activity feed for traceability.
Note: If your CRM is configured to use leads, the button reads “Convert to Lead” instead.
💡 Use Case: A customer submits a ticket asking about advanced features. During troubleshooting, the support agent discovers the customer would benefit from an upgraded license. The agent converts the ticket to an opportunity for the sales team.

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After-Sales Services

Helpdesk integrates with other Knowlix modules to handle after-sales scenarios directly from tickets. Available services include:
  • Credit note refunds
  • Promotional coupons
  • Product returns
  • Repair orders
  • Field service interventions

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Enabling After-Sales Services

To activate after-sales features:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. Scroll to the After-Sales section
  4. Enable the services you need:
    • Refunds (credit notes)
    • Coupons (discount codes)
    • Returns (reverse transfers)
    • Repairs (repair orders)
    • Field Service (onsite interventions)
  5. Click Save
Integration Note: Enabling after-sales services may activate additional modules in your Knowlix system (Accounting, Sales, Inventory, Repairs, Field Service).

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Issuing Refunds via Credit Notes

Process customer refunds or billing adjustments directly from support tickets.

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Prerequisites

Invoices must be posted before credit notes can be generated. Draft invoices cannot be refunded.

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Creating a Credit Note

To issue a refund:
  1. Open the relevant ticket
  2. Click Refund at the top of the form
  3. Complete the refund form:
Sales Order: Auto-populated if the ticket references a sales order Product: Select the product being refunded. If selected, only related orders and invoices appear in subsequent dropdowns. Lot/Serial Number: Only appears if the product uses lot/serial tracking Invoices to Refund: (Required) Select the invoice to refund. If none appear, the customer has no posted invoices or the selected product has no related invoices. Reason displayed on Credit Note: Auto-fills with the ticket number. Edit to add details. Journal: Defaults to the journal from the original invoice. Change if needed. Reversal Date: Select the credit note date (required)
  1. Choose how to process the refund:
Reverse: Creates a draft credit note you can edit before posting. Use this for partial refunds. Reverse and Create Invoice: Creates a posted credit note and a new draft invoice with the same information as the original (for exchanges or re-billing scenarios).
  1. Review and post the credit note
Post-refund: A Credit Notes smart button appears on the ticket, linking to the generated credit note. 💡 Your Knowlix: “Issue a refund for invoice INV-2024-0123”

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Generating Customer Coupons

Reward customers or compensate for issues by generating discount coupons directly from tickets.

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Coupon Programs

Coupons are generated from Coupon Programs configured in the Sales, Point of Sale, or Website modules. Programs define:
  • Discount amount or percentage
  • Eligible products
  • Minimum order requirements
  • Expiration rules

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Generating a Coupon

To create a coupon from a ticket:
  1. Open the ticket
  2. Click Coupon at the top
  3. Select a Coupon Program from the dropdown
  4. Set an expiration date in the Valid Until field (optional)
  5. Choose a delivery method:
Send by Email: Opens an email composer pre-filled with coupon details Get Share Link: Generates a URL that auto-applies the coupon when clicked Post-generation: A Coupons smart button appears on the ticket. Click it to view coupon codes, expiration dates, and usage status. 💡 Setting Up Coupon Programs: Navigate to Sales → Products → Discount & Loyalty. Create a program with Program Type set to “Coupons” for single-use codes. This makes the program available in Helpdesk. 💡 Your Knowlix: “Generate a 20% discount coupon for this customer”

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Processing Product Returns

Initiate return processes for physical products directly from support tickets.

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Return Process

To create a return:
  1. Open the ticket
  2. Click Return at the top (only appears if the customer has recorded deliveries)
  3. Select the Sales Order or Delivery to return from
  4. Review the products and quantities:
    • Quantities default to validated delivery amounts
    • Adjust quantities if needed
    • Remove lines using the trash icon
  5. Select a Return Location (where returned items should be directed)
  6. Choose an action:
Return: Generates a warehouse operation to receive the returned products Return for Exchange: Generates both a return operation and a new delivery for replacement products Post-return: A Return smart button appears on the ticket, linking to the warehouse operations created for the return.

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Creating Repair Orders

When tickets involve faulty or broken products, create repair orders managed through the Repairs module.

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Repair Order Creation

To create a repair order:
  1. Open the ticket
  2. Click Repair at the top
  3. Complete the repair form:
Customer: Auto-filled from the ticket (editable) Product to Repair: Auto-filled if specified on the ticket, otherwise select from dropdown Lot/Serial: Only appears if the product uses lot/serial tracking Return: Link to a return order if the product is being returned for repair Under Warranty: Check to set repair service prices to zero Scheduled Date: Defaults to today (editable) Responsible: Assign a user to manage the repair Tags: Categorize the repair for reporting
  1. Add required parts in the Parts tab
  2. Add internal notes in the Repair Notes tab
  3. Click Confirm Repair to finalize, or Create Quotation to generate a customer quote first
Post-creation: A Repairs smart button appears on the ticket. Users can access repair orders via this button even if they don’t have Repairs module access rights.

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Scheduling Field Service Interventions

Plan onsite customer visits directly from tickets and manage them through the Field Service module.

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Field Service Configuration

By default, field service tasks are created in a standard Field Service project. To change this:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select the team
  3. In the After-Sales section, choose a different project from the Field Service dropdown

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Creating a Field Service Task

To schedule an intervention:
  1. Open the ticket
  2. Click Plan Intervention
  3. Configure the task:
Title: Auto-filled from ticket subject (editable) Project: Defaults to the team’s configured Field Service project (editable) Worksheet Template: Select a template if worksheets are enabled on the project
  1. Click Create Task or Create & View Task
Field Service Worksheets: Worksheets document work completed onsite. Customers sign worksheets to confirm job completion and satisfaction. If the Field Service project has worksheets enabled with a default template, that template auto-populates. You can select a different template or leave blank. Post-creation: A Tasks smart button appears on the ticket, linking the field service task to the support request. Portal access: Customers with portal access can track field service task progress the same way they track helpdesk tickets. 💡 Your Knowlix: “Schedule a field service visit for tomorrow at 2 PM”

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Closing Tickets

Maintain an up-to-date pipeline by closing resolved tickets. Knowlix offers manual, automatic, and customer-initiated closing methods.

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Manual Ticket Closure

Tickets close when moved to a “folded” stage in the pipeline. To fold a stage:
  1. Navigate to the Helpdesk dashboard
  2. Click on a team to open its pipeline
  3. Hover over the stage heading you want to fold
  4. Click the gear icon that appears
  5. Select Edit
  6. Enable Folded in Kanban
  7. Click Save & Close
Now, moving tickets to this stage automatically marks them as closed.
Note: The gear icon also offers a temporary “Fold” option that collapses the stage visually but doesn’t close tickets. Use “Edit → Folded in Kanban” for actual ticket closure.

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Automatic Closure for Inactive Tickets

Close tickets that remain inactive for a specified period, preventing stale tickets from cluttering your pipeline. To enable automatic closing:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the Self-Service section, enable Automatic Closing
  4. Configure the settings:
Move to Stage: Select which folded stage inactive tickets should move to (defaults to the first folded stage or last stage in the pipeline) After days of inactivity: Number of days of inactivity before closing (defaults to 7) In Stages: (Optional) Only count inactivity in specific stages. Leave blank to count inactivity in all stages. Use case example: Your pipeline has these stages:
  • New
  • In Progress
  • Customer Feedback
  • Solved (folded)
Tickets often linger in “Customer Feedback” because customers don’t respond immediately after issues are resolved. However, tickets in “New” and “In Progress” might be inactive due to workload issues, not because they’re resolved. Configuration:
  • Enable: Automatic Closing
  • Move to Stage: Solved
  • After 7 days of inactivity
  • In Stages: Customer Feedback
This closes only tickets that have been waiting for customer feedback for 7+ days, not tickets stuck earlier in the process.
Important: Inactivity tracking doesn’t account for working calendars. It counts calendar days, not business days.

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Customer-Initiated Closure

Allow customers to close their own tickets when they’re satisfied with the resolution. To enable customer closure:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the Self-Service section, enable Closure by Customers
Customer experience: When viewing their tickets through the customer portal or via emailed ticket links, customers see a Close Ticket button. Clicking it moves the ticket to your designated closed stage. Portal access: Customers access tickets in two ways:
  1. Email links: The “View Ticket” link in automated emails (no portal account required)
  2. Portal dashboard: Portal users navigate to My Account → Tickets
💡 Best Practice: Enable customer closure for standard support teams. Keep it disabled for internal teams or teams handling complex issues requiring formal sign-off.

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Tracking and Billing Time

Track hours spent resolving tickets and invoice customers for support services.
Integration Required: This feature integrates with Sales, Timesheets, Project, and Accounting modules.

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Enabling Time Tracking

To activate time tracking and billing:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the Track & Bill Time section, enable:
    • Timesheets (required first)
    • Time Billing
  4. Select a Project where timesheets will be recorded
  5. Click Save
Creating a timesheet project: If no suitable project exists, create one directly from the Project dropdown:
  • Type a project name
  • Click Create

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Service Products for Billing

Knowlix automatically creates a product called “Service on Timesheets” when you enable time billing. This product is used for post-paid support (billing after work is completed). To configure this product:
  1. Navigate to Sales → Products → Products
  2. Search for “Service on Timesheets”
  3. Open the product
  4. Verify settings:
    • Product Type: Service
    • Invoicing Policy: Based on Timesheets
  5. Adjust Cost and Sales Price as needed

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Prepaid Support Services

For support billed before work begins (fixed-price support packages), create a separate product. To create a prepaid support product:
  1. Navigate to Sales → Products → Products
  2. Click New
  3. Configure the product:
    • Product Name: e.g., “Prepaid Support Hours”
    • Product Type: Service
    • Invoicing Policy: Prepaid/Fixed Price
    • Sales Price: Your hourly rate
    • Unit of Measure: Hours

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Invoicing Prepaid Support

Sell support hours upfront, then track consumption as tickets are resolved.

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Creating a Prepaid Sales Order

Step 1: Create the order
  1. Navigate to Sales → Orders → Quotations
  2. Click New
  3. Add customer information
  4. In the Order Lines tab, add your prepaid support product
  5. Set the Quantity (number of support hours purchased)
  6. Click Confirm

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Generating a Prepaid Invoice

Step 2: Invoice the customer
  1. From the confirmed sales order, click Create Invoice
  2. Select invoice type:
    • Regular Invoice: Full amount (most common for prepaid)
    • Down Payment (percentage): Partial payment by percentage
    • Down Payment (fixed amount): Partial payment by amount
  3. Click Create Draft
  4. Review, confirm, and send the invoice to the customer

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Linking Tickets to Prepaid Orders

Step 3: Create tickets for prepaid support
  1. Navigate to Helpdesk
  2. Click Tickets to access a team’s pipeline
  3. Click New
  4. Enter the Ticket Title and Customer
  5. The Sales Order Item field auto-populates with the most recent prepaid order that has remaining hours
  6. Proceed to resolve the ticket

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Tracking Prepaid Hours

Step 4: Log time spent
  1. Open the ticket
  2. Navigate to the Timesheets tab
  3. Click Add a Line
  4. Select an Employee
  5. Add a Description of the work
  6. Enter Hours Spent
  7. Repeat for all time entries
Monitoring remaining hours: The Remaining Hours on SO field at the bottom right of the Timesheets tab shows how many prepaid hours remain. When this number goes red, hours logged exceed hours purchased. As hours are logged, they update the Delivered quantity on the linked sales order. 💡 Your Knowlix: “Log 3 hours to this ticket for database optimization work”

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Invoicing Post-Paid Support

Bill customers based on actual time spent resolving tickets.

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Creating a Post-Paid Sales Order

Step 1: Create the order
  1. Navigate to Sales → Orders → Quotations
  2. Click New
  3. Add customer information
  4. In Order Lines, add the “Service on Timesheets” product
  5. Click Confirm
Note: Unlike prepaid orders, Knowlix doesn’t allow invoice creation yet because no services have been delivered.

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Linking Tickets to Time-Tracked Orders

Step 2: Create or link tickets
  1. Navigate to Helpdesk
  2. Select the appropriate team
  3. Open an existing ticket or click New to create one
  4. Enter customer details
  5. In the Sales Order Item dropdown, select the sales order created in Step 1

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Logging Billable Time

Step 3: Record time entries
  1. Open the ticket
  2. Go to the Timesheets tab
  3. Click Add a Line
  4. Select an Employee
  5. Enter Hours Spent
  6. Repeat for all timesheet entries
These logged hours mark the service as “delivered” and enable invoice creation.

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Creating an Invoice for Tracked Time

Step 4: Generate the invoice
  1. From the ticket, click the Sales Order smart button to open the sales order
  2. Confirm the Delivered quantity matches the total Hours Spent on timesheets
  3. Click Create Invoice
  4. Configure the invoice:
    • Create Invoice: Regular Invoice (or select down payment if applicable)
    • Timesheets Period: (Optional) Limit invoice to a specific date range. Leave blank to include all unbilled timesheets.
  5. Click Create Draft
  6. Review, edit, and send the invoice
💡 Partial Billing: Use the Timesheets Period field for monthly billing cycles. Invoice only timesheets from a specific month while continuing to log time on the same sales order.

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Help Center Features

The Help Center consolidates knowledge resources for both customers and internal teams, integrating with Knowledge, Forums, and eLearning.
Requirements: Teams must have Visibility set to “Invited portal users and all internal users (Public)” to enable Help Center features. Website Form is also required and enables automatically with any Help Center feature.

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Knowledge Base Integration

Share documentation, FAQs, and guides through Knowlix’s collaborative knowledge management system.

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Enabling Knowledge

To activate knowledge base integration:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the Help Center section, enable Knowledge
  4. Select an Article from the dropdown (defaults to “Help”)
Creating knowledge articles:
  1. Navigate to the Knowledge module (bookmark icon in navigation)
  2. Find the Workspace section in the sidebar
  3. Hover next to “Workspace” to reveal the + icon
  4. Click + to create a new article
  5. Click the Share icon
  6. Toggle Share to Web to “Article Published”
  7. The article now appears in the team’s article dropdown

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Searching Knowledge from Tickets

Support agents can search knowledge articles while working on tickets. To search knowledge:
  1. Open any ticket
  2. Click the Knowledge (bookmark) icon in the top right
  3. Enter search terms or browse available articles
  4. Click an article title to open it
Keyboard shortcuts:
  • Press Ctrl + K to open the command palette
  • Type ? followed by the article name
  • Press Enter to open the article
  • Press Ctrl + Enter to open in a new tab
  • Press Alt + B for advanced search
💡 Your Knowlix: “Search the knowledge base for printer troubleshooting articles”

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Publishing Articles to Help Center

Make knowledge articles visible to customers on your public website. To publish an article:
  1. Navigate to the article in the Knowledge module
  2. Click the Share icon
  3. Toggle Share to Web to “Article Published”
Published articles appear on your Help Center website, accessible to customers without logging in.
Important: Enabling Knowledge on a team doesn’t automatically publish nested articles. Publish each customer-facing article individually.

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Using Clipboard Boxes in Tickets

Clipboard boxes are reusable content blocks stored in knowledge articles. Use them to maintain consistent messaging when responding to common questions. Creating clipboard boxes:
  1. Navigate to Knowledge → Help
  2. Open or create an article
  3. Type / to open the powerbox
  4. Select or type clipboard
  5. A gray clipboard block appears
  6. Add your reusable content to the block
Using clipboard boxes in tickets:
  1. Open a ticket
  2. Click the Knowledge (bookmark) icon
  3. Find the article containing the clipboard box
  4. Choose an action:
Send as Message: Sends the clipboard content as a response to the customer. Opens an email composer pre-filled with the content. Use as Description: Adds the clipboard content to the ticket’s description field. Does not replace existing text, only appends. Use cases:
  • Email signatures
  • Legal disclaimers
  • Product return instructions
  • Common troubleshooting steps

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Community Forums

Enable peer-to-peer support by integrating forums where customers can help each other and share knowledge.

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Enabling Forums

To activate community forums:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the Help Center section, enable Community Forum
  4. In the Forums field, select “Help” (default) or create a new forum by typing a name and selecting “Create and Edit”
Multiple forums can be assigned to a single team.

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Converting Tickets to Forum Posts

Share common issues and solutions with the broader customer community. To create a forum post from a ticket:
  1. Open a ticket (from the pipeline or Tickets → All Tickets)
  2. Click Share on Forum at the top
  3. Edit the Forum Post content to remove sensitive or client-specific information
  4. Edit the Title if needed
  5. Add Tags to categorize the post
  6. Click Create and View Post
The post now appears in the community forum for other users to read and comment on.

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Converting Forum Posts to Tickets

Portal users can submit questions via the forum. Convert these to tickets for official tracking. To create a ticket from a forum post:
  1. Navigate to the forum post
  2. Click the ellipsis (⋯) icon
  3. Select Create Ticket
  4. Verify or edit the Ticket Title
  5. Confirm the Helpdesk Team assignment
  6. Click Create & View Ticket or Create Ticket
The original forum post is linked in the ticket’s activity feed for reference. 💡 Workflow: Customers post questions in the forum. Community members attempt to help. If no solution emerges, support agents convert the post to a ticket for official resolution.

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eLearning Courses

Provide structured training content through videos, presentations, quizzes, and certifications to reduce support volume and improve customer competency.

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Enabling eLearning

To activate eLearning integration:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the Help Center section, enable eLearning
  4. Select one or more Courses from the dropdown, or create a new course by typing a name and selecting “Create and Edit”

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Creating a Course

To build an eLearning course:
  1. Navigate to eLearning → New (or create from team settings as above)
  2. Enter a Course Title
  3. Add Tags for categorization
  4. Open the Options tab
  5. Configure access rights:
Show Course To: Who can view the course Enroll Policy: How users register for the course
  1. Under Display, choose the course Type
  2. Click Save

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Adding Course Content

To populate course materials:
  1. Open the course
  2. Click the Content tab
  3. Click Add Content
  4. Select Content Type (video, document, quiz, etc.)
  5. Upload the file or paste the URL
  6. Click Save
  7. Click Add Section to organize content into structured sections
Adding certifications:
  1. Navigate to eLearning → Configuration → Settings
  2. Enable Certifications
  3. Click Save
  4. Certifications are now available as a content type

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Publishing Courses

Make courses available for customer enrollment. To publish a course:
  1. Open the course from the eLearning dashboard
  2. Click the Go to Website smart button
  3. Toggle the Unpublished switch to Published
Publishing course contents: Courses and their contents publish independently. If a course is published but content isn’t, customers can enroll but can’t view materials. To publish content from the backend:
  1. Open the course
  2. Click the Published Contents smart button
  3. Remove the “Published” filter from the search bar to see all content
  4. Click the list icon to switch to list view
  5. Click the checkbox above the “Title” column to select all content
  6. Click any checkbox in the “Is Published” column
  7. Confirm bulk publishing
Publishing strategy:
  • Release all at once: Publish all content, then publish the course
  • Phased release: Publish the course first, then publish content items on a schedule (e.g., weekly lessons)

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Customer Ratings

Collect feedback on support quality to gauge team performance and customer satisfaction.

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Enabling Ratings

To activate customer ratings:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the Performance section, enable Customer Ratings

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Configuring Rating Requests

Automatically request ratings when tickets close by adding an email template to your closed stage. To set up automated rating requests:
  1. After enabling Customer Ratings, click Set an Email Template on Stages
  2. Select the stage where tickets close (should be a folded stage)
  3. In the Email Template field, select Helpdesk: Ticket Rating Request
  4. Click Save
How it works: When a ticket moves to this stage, Knowlix automatically sends an email asking the customer to rate their support experience.
Best Practice: Only request ratings on folded (closed) stages. Requesting ratings before resolution confuses customers.

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Rating Options

Customers rate support using colored icons:
  • 😊 Satisfied (Green)
  • 😐 Okay (Yellow)
  • 😞 Dissatisfied (Red)
After selecting a rating, customers can provide written feedback to explain their choice. Where ratings appear: Ratings and comments are added to the ticket’s activity feed. View aggregated ratings in the Customer Ratings report.

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Viewing Rating Reports

To access ratings data: Navigate to Helpdesk → Reporting → Customer Ratings The report displays:
  • Individual ticket ratings
  • Customer comments
  • Kanban view (default)
  • Alternative views: Graph, List, Pivot
Hiding ratings: Open any rating detail form and enable Visible Internally Only to hide it from public/portal users. 💡 Your Knowlix: “Show me all dissatisfied ratings from last month”

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Receiving Tickets

Knowlix supports multiple channels for ticket submission, giving customers flexible support access.

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Supported Channels

Enable one or more channels per team:
  • Email Alias: Create tickets from emails sent to a team address
  • Live Chat: Create tickets during live chat conversations
  • Website Form: Create tickets via a web-based submission form
To enable channels:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the Channels section, enable desired channels

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Email Alias

Create tickets automatically when customers email a designated address.

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Setting Up Email Alias

Knowlix automatically creates an email alias when you create a new team. You can customize this alias. To configure the alias:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In Channels → Email Alias, find the Alias field
  4. Enter your desired alias name (e.g., “support,” “billing,” “technical”)
  5. Click Save
The full email address becomes: [alias]@[your-domain].com Custom email domains: Knowlix uses a default email domain, but you can configure a custom domain through Settings → Email Servers → Custom Email Servers.

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How Email Tickets Work

When an email arrives:
  • Subject line becomes the ticket title
  • Email body is added to the ticket description and activity feed
  • Attachments are included with the ticket
  • A ticket is created in the first stage of the team’s pipeline
Customers receive automated acknowledgment emails (if configured on the stage). 💡 Your Knowlix: “Change the support team email alias to help@company.com”

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Live Chat

Enable real-time support through website chat widgets and create tickets instantly during conversations.

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Enabling Live Chat

To activate live chat:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. Enable Live Chat in the Channels section
  4. Click Configure Live Chat Channel to customize the channel

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Live Chat Channel Configuration

Knowlix creates a live chat channel matching your team name (e.g., “Customer Support” team gets a “Customer Support” channel). Operators Tab: Add users who will respond to chat requests.
  1. Click the Operators tab
  2. Click Add
  3. Select users from the list
  4. Click Select
Users can also self-join by clicking Join Channel on the channel form. Options Tab: Configure visual and text settings.
  • Notification Text: Greeting displayed when the chat button appears
  • Livechat Button Color: Color of the chat widget
  • Show: Choose how the chat button displays:
    • Show: Button visible, opens when clicked
    • Show with notification: Button visible with notification text
    • Open automatically: Button opens automatically after X seconds
    • Hide: Button hidden
Channel Rules Tab: Define when and where the live chat widget appears using URL patterns and logic conditions. To create a rule:
  1. Click the Channel Rules tab
  2. Click Add a Line
  3. Configure the rule:
    • Live Chat Button: Show, Show with notification, Open automatically, or Hide
    • Chatbot: (Optional) Select a chatbot; enable “Only if no operator” for chatbot backup
    • URL Regex: Enter page URL patterns (e.g., /support, /products/*)
    • Country: (Optional) Limit to specific countries
Widget Tab: Embed the live chat widget on external websites or share direct chat links.
  • Website Widget Code: Copy and paste into <head> tag on third-party sites
  • Direct Chat URL: Share a link that opens a chat session directly
For Knowlix-hosted websites, enable the channel through Website → Configuration → Settings → Live Chat.

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Creating Tickets from Live Chat

During a live chat conversation, operators can create tickets without leaving the chat. To create a ticket during chat: Type /ticket in the chat window and press Enter. This generates a new ticket with:
  • Customer information from the chat
  • Full chat transcript in the Description tab
  • Link to the chat session in the activity feed
💡 Also Works With: The /ticket command also works in WhatsApp conversations (if WhatsApp integration is enabled). 💡 Your Knowlix: “Create a ticket from this chat conversation”

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Website Form

Add a public ticket submission form to your website, allowing customers to submit support requests directly.

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Enabling the Website Form

To activate website forms:
  1. Navigate to Helpdesk → Configuration → Teams
  2. Select a team
  3. In the Help Center section, enable Website Form
  4. Confirm the correct Website is selected (in multi-website environments)
  5. Click Save
Accessing the form: Click the Go to Website smart button at the top of the team settings to view and edit the auto-generated form.
Note: If a Help Center is published, the smart button navigates there first. Click the “Contact Us” button to access the ticket submission form.

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Customizing the Ticket Form

Edit the form fields and appearance to match your needs. To customize:
  1. Navigate to the ticket submission form on your website
  2. Click Edit in the top right
  3. Click any form field to edit it
  4. Use the sidebar to configure field properties:
Field options:
  • Type: Maps to a Knowlix model field (Customer Name, Email, etc.)
  • Input Type: Text, Email, Telephone, or URL
  • Label: Field display name and position
  • Description: Additional help text below the input box
  • Placeholder: Sample input value
  • Default Value: Pre-filled value or instructional text
  • Required: Toggle to make the field mandatory
  • Visibility: Control device-specific or conditional visibility
  • Animation: Add animations to the field
Adding new fields: Click + Field in the sidebar to add additional fields. Removing fields: Click the trash can icon next to any field. Publishing the form: When ready, click Save and toggle the Unpublished switch to Published. 💡 Form Design Tips:
  • Keep forms short (5-7 fields maximum)
  • Only require essential fields (Name, Email, Issue Description)
  • Use placeholder text to guide customers
  • Add default values to prompt detailed issue descriptions

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Prioritizing Tickets

Assign priority levels to tickets to ensure urgent issues receive immediate attention.

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Priority Levels

Tickets support four priority levels, represented by stars:
  • 0 stars: Low Priority (default)
  • 1 star: Medium Priority
  • 2 stars: High Priority
  • 3 stars: Urgent

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Setting Priority

To change ticket priority: Click the appropriate number of stars on the ticket card (Kanban view) or on the ticket form itself. Automatic prioritization: Priority can be set:
  • Manually by team members
  • Automatically via Service Level Agreement (SLA) policies based on customer or issue type
  • By customers via custom form fields
Important: Changing priority can alter SLA deadlines. If an SLA policy applies only to high-priority tickets, increasing priority from medium to high triggers the SLA.
💡 Your Knowlix: “Set all tickets from ABC Corp to high priority”

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Helpdesk Reports

Analyze team performance, identify bottlenecks, and track customer satisfaction through comprehensive reporting.

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Available Reports

Access reports via Helpdesk → Reporting:
  • Tickets Analysis: Overall ticket metrics and workload
  • SLA Status Analysis: Service level agreement performance
  • Customer Ratings: Satisfaction scores and feedback

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Tickets Analysis Report

Gain insights into ticket volume, resolution times, and workload distribution. To access: Navigate to Helpdesk → Reporting → Tickets Analysis Default view: Displays ticket count grouped by team and stage.

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Available Measures

Click Measures to add or change data points:
  • Average Hours to Respond: Average working hours between customer message and team response (excludes messages sent in folded stages)
  • Hours Open: Total hours from creation to closing (calendar time, not working hours)
  • Hours Spent (Timesheets): Total timesheet hours logged (requires Timesheets enabled and appropriate permissions)
  • Hours to First Response: Working hours from ticket creation to first team message (excludes automated stage emails)
  • Rating (1-5): Customer satisfaction score (Dissatisfied=1, Neutral=3, Satisfied=5)
  • Remaining Hours on SO: Hours remaining on linked sales orders
  • Working Hours to Assign: Working hours from creation to assignment
  • Working Hours to Close: Working hours from creation to closing
  • Working Hours until SLA Deadline: Remaining working hours before SLA breach
  • Count: Total number of tickets
Working Hours Calculation: Based on your company’s default working calendar configured in Settings → Employees → Company Working Hours.
💡 Use Case: Workload Distribution Filter by team, group by assigned user, and measure “Hours Open” to identify if certain team members are overloaded.

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SLA Status Analysis Report

Track Service Level Agreement compliance and identify performance trends. To access: Navigate to Helpdesk → Reporting → SLA Status Analysis Default view: Shows SLA status counts (failed, in progress, successful) grouped by team.

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Available Measures

Click Measures to customize:
  • Average Hours to Respond: Average response time
  • Hours Open: Total open time
  • Hours Spent (Timesheets): Logged timesheet hours
  • Hours to First Response: Time to first response
  • Number of SLA Failed: Count of tickets that failed at least one SLA
  • Rating (1-5): Customer satisfaction scores
  • Remaining Hours on SO: Remaining sales order hours
  • Working Hours to Assign: Time to assignment
  • Working Hours to Close: Time to resolution
  • Working Hours to Reach SLA: Time from creation to SLA satisfaction
  • Count: Total ticket count
💡 Use Case: SLA Breach Trends Switch to line chart view, select “Number of SLAs Failed” measure, and group by “SLA Deadline → Month” to identify months with high breach rates.

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Customer Ratings Report

Review customer feedback ratings and identify satisfaction trends. To access: Navigate to Helpdesk → Reporting → Customer Ratings Default view: Kanban view showing individual ratings with customer comments. Alternative views:
  • Graph view for trend analysis
  • List view for detailed rating inspection
  • Pivot view for aggregated metrics
Detailed rating information: Click any rating to see:
  • Customer who submitted the rating
  • Associated ticket
  • Rating score and comments
  • Date submitted
Hiding ratings: Enable Visible Internally Only on any rating to hide it from public and portal users. 💡 Your Knowlix: “Show me all ratings below 3 stars from this quarter”

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Service Level Agreements (SLAs)

Define support quality commitments and track compliance with measurable response and resolution targets.

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SLA Policies

SLA policies automatically apply deadlines to tickets based on criteria like customer, priority, or tags. Policies help teams maintain consistent service levels and set customer expectations.
Default Behavior: SLA Policies are enabled by default on new teams. To disable, navigate to Helpdesk → Configuration → Teams, select a team, and clear SLA Policies in the Performance section.

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Creating an SLA Policy

To create a new policy:
  1. Navigate to Helpdesk → Configuration → SLA Policies
  2. Click New
  3. Enter a Title (e.g., “VIP 4-Hour Response”)
  4. Add a Description (optional)
  5. Configure criteria and target (detailed below)
Alternative creation: From Helpdesk → Configuration → Teams, select a team, click the SLA Policies smart button, then click New.

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Defining SLA Criteria

Specify which tickets this policy applies to. Criteria fields:
  • Helpdesk Team: (Required) Only one team per policy
  • Priority: Select priority levels (1, 2, or 3 stars). If empty, policy applies only to low priority (0 stars)
  • Tags: Tickets must have these tags
  • Customers: Specific contacts or companies
  • Services: Sales order line items (requires Timesheets enabled)
Note: Multiple selections in each field create OR logic within that field. Criteria across different fields use AND logic.
Example: Policy: “8 Hours to Close” Criteria:
  • Team: VIP Support
  • Priority: Urgent (3 stars)
  • Tags: Repair, Service, Emergency
This policy applies to urgent tickets in VIP Support with any of the three tags.

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Setting SLA Targets

Define the stage a ticket must reach and the time allowed to reach it. Target configuration:
  • Reach Stage: Target stage for compliance (any stage can be selected)
  • Working Hours: Time allowed to reach the target stage
  • Excluding Stages: Stages where time doesn’t count toward the deadline
Example targets:
  • “8 Hours to Close”: Reach Stage = Solved, 8 working hours
  • “2 Days to Start”: Reach Stage = In Progress, 16 working hours
Working Hours: SLAs calculate deadlines based on the working calendar specified in the Working Hours field (defaults to Company Working Hours from Settings → Employees).

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How SLA Deadlines Work

When a ticket matches SLA criteria:
  1. Deadline calculated: Based on ticket creation time + working hours in the SLA policy
  2. Deadline added to ticket: Displayed on the ticket form
  3. SLA tag added: Shows the policy name
SLA status indicators:
  • Green tag: SLA met (ticket reached target stage before deadline)
  • Red tag: SLA failed (deadline passed before reaching target stage)
  • No color: SLA in progress
Multiple SLAs: If a ticket matches multiple policies, only the earliest deadline displays. After that deadline passes, the next deadline appears.

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SLA Performance Analysis

Track SLA compliance and team performance. To access the SLA report: Navigate to Helpdesk → Reporting → SLA Status Analysis Default view: Pivot table showing failed, in-progress, and successful SLA counts by team. Customization:
  • Add measures (average response time, working hours to close, etc.)
  • Group by different criteria (team, priority, customer, etc.)
  • Switch to graph, line, bar, or cohort views
Graph views:
  • Bar Chart: Compare SLA performance across categories
  • Line Chart: Visualize trends over time
  • Pie Chart: Show distribution among categories
  • Cohort View: Track SLA lifecycle over time
💡 Your Knowlix: “Show me all failed SLAs from last month”

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Best Practices

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Organize Teams by Expertise

Create teams based on skillsets (Technical, Billing, Sales) rather than arbitrary divisions. This ensures tickets reach qualified agents quickly.

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Set Realistic SLA Targets

Don’t promise what you can’t deliver. Analyze historical data before setting SLA targets. It’s better to exceed conservative targets than fail aggressive ones.

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Use Automatic Assignment Wisely

Enable automatic assignment for high-volume teams. For specialized teams requiring specific expertise, disable it and assign manually.

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Close Tickets Promptly

Configure automatic closure for customer feedback stages to prevent stale tickets. Enable customer-initiated closure for standard support.

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Leverage Knowledge Base

Invest time building comprehensive knowledge articles. Reduce ticket volume by empowering customers to self-solve common issues.

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Monitor Customer Ratings

Review ratings weekly. Address negative feedback promptly and identify patterns in dissatisfaction.

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Track Time on All Tickets

Even if not billing, track time to understand true support costs and identify efficiency opportunities.

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Use Tags Consistently

Establish a tag taxonomy for your organization. Tags power SLAs, reporting, and filtering. Inconsistent tagging undermines all these features.

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Enable Multiple Channels

Customers prefer different support channels. Offering email, chat, and web forms increases accessibility and satisfaction.

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Review Reports Monthly

Schedule monthly report reviews with team leads. Identify trends in ticket volume, resolution times, and customer satisfaction before they become problems.

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Need Help?

Ask Your Knowlix:
  • “Create a new support team for technical issues”
  • “Show me all high-priority unassigned tickets”
  • “Convert this ticket to a sales opportunity”
  • “Generate a coupon code for this customer”
  • “What’s our average response time this month?”
  • “Schedule a field service visit for tomorrow”
  • “Create an SLA policy for VIP customers with 4-hour response time”
Contact Support: For assistance with helpdesk configuration, SLA setup, integration issues, or advanced workflows, contact Knowlix support through the Help menu.