Service Desk & Ticketing

How Service Desk & Ticketing Works

End-to-end ticket lifecycle — creation, triage, assignment, SLA tracking, bulk actions, and how tickets connect to the rest of the platform.

How a Request Becomes a Resolved, Billed Ticket

What happens between a customer emailing for help and you being paid for the work — including the parts that run themselves.

Raise a Ticket

Open a new support ticket from the service desk.

Assign and Prioritise Tickets

Assign open tickets to agents and adjust their priority.

Configure SLA Policies

Create SLA policies with response and resolution targets, business-hours calendars and pause rules, and see how Plenix matches, tracks and enforces them automatically.

Use the Knowledge Base

Search, create, and link knowledge base articles from tickets.

Set Up the Customer Portal

Enable and configure the self-service portal for end users.

Automate Ticket Handling

Build rules that react to ticket events — notify, escalate, reassign, email the client or raise a work order.

Service desk overview (problems, changes, catalogue, routing)

How problem management, change management, the service catalogue and automatic ticket routing fit together, and the settings that control them.

Problem management and known errors

Log the cause behind repeated tickets, record a workaround as a known error, fix it, and resolve every linked ticket in one go.

Ticket Period Boards

See how the service desk did today, yesterday, this or last week and this or last month, next to the tickets behind every number.

Change management, CAB approval and freeze windows

Plan changes with a risk rating, get them approved by the change board, schedule them on the calendar, respect freeze windows and record the outcome.

Service catalogue and service requests

Publish a menu of services with request forms, approval by a line manager or named approvers, a fulfilment checklist and a ticket — for staff and the client portal.

Automatic ticket routing

Assign new tickets automatically with ordered rules — round robin, least loaded or by skill — skipping people on leave or away, with a log of every decision.

Ticket Requesters: Automatic and Manual

How Plenix adds the person who raised a ticket, links them to a CRM contact, and how to add requesters and new people from the ticket window.

Reading SLA Timers on Tickets

What the SLA badge on a ticket means, and why business-hours policies count working time rather than clock time.

Using Team Messages

Direct messages, group chats, channels and calls: threads, polls, reminders, slash commands, live captions, whiteboard, breakout rooms and huddles.

Voice and Video Calls

Start voice or video calls from any conversation, share your screen, and use reactions, raise hand and host controls.

Meetings and Guest Links

Schedule meetings or meet now, invite colleagues and outside guests, use the lobby, share notes, record, and get an AI summary.

Live Chat

Answer website visitors in real time and turn chats into tickets.

Recurring Tickets

Schedule tickets to be raised automatically on a repeating cadence.

Ticket Leaderboard

See average first-response and resolution time by engineer over a date range, and what the ranking does and doesn’t measure.

How Ticketing Reports Work

The Executive Summary, canned reports, and scoped custom report builder on the Ticketing Reports tab.

Status pages

Public status pages for your services or each client: components linked to monitors, automatic incidents, incident updates, planned maintenance and email subscribers.

Ticket macros

Save the steps you repeat on tickets as one-click macros with filled-in replies, field changes, assignment, time and due dates. Preview, run on one ticket or up to 100, and see usage.

Customer satisfaction surveys

Ask requesters to rate resolved tickets by email or in the portal, follow up every low score, and see CSAT by engineer, queue and client.

Side conversations and ticket reminders

Email suppliers, vendors or other teams from a ticket without the customer seeing it, let the ticket wait for their reply, and set private reminders that bring a ticket back to you.