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 Service Desk & Ticketing Works
End-to-end ticket lifecycle — creation, triage, assignment, SLA tracking, resolution, 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
Define response and resolution targets for different ticket priorities.
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.
Need help with Service Desk & Ticketing?
Our support team responds within one business day.