Service Desk & Ticketing
Manage support tickets end-to-end: create, assign, prioritise, escalate, resolve. Includes SLA tracking, a knowledge base, and a branded client portal.
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.
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.
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.
Using Internal Team Messaging
Send direct messages, create group conversations, and link Plenix records to messages.
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.
Need help with Service Desk & Ticketing?
Our support team responds within one business day.