Ticket management
A ticket is a promise to help. Luradesk makes each promise visible: who asked, who is responsible, how urgent it is and what happened so far.
Creating tickets
Tickets can be created in three ways today:
- By requesters in the portal: customers or employees describe the problem, choose a service desk and category and attach files.
- By agents in the dashboard: for requests received by phone, in person or by e-mail.
- By other systems through the REST API: for example, a monitoring tool or a form on your website.
Every ticket receives a sequential number that is easy to mention in conversations ("ticket 1042").
Classification
| Field | Purpose |
|---|---|
| Service desk | Separates internal and external operations |
| Department | Defines which queue owns the ticket |
| Category | Describes the type of request and can route it automatically |
| Priority | Low, Normal, High or Urgent; drives SLA targets |
| Confidentiality | Normal or Restricted |
Statuses
Luradesk uses six standard statuses so every team speaks the same language:
| Status | Meaning |
|---|---|
| New | Opened and not yet handled |
| Open | An agent is working on it |
| Pending customer | Waiting for information or confirmation from the requester |
| Pending third party | Waiting for a supplier, another team or an external service |
| Resolved | A solution was delivered; the requester can still reply |
| Closed | Finished; kept for history and reports |
Changing a status to Resolved records the resolution time. When the requester replies to a resolved ticket, it returns to Open so it is not forgotten.
Assignment
Tickets can be assigned to an agent and to a team. Managers and administrators can reassign; agents can take unassigned tickets in their departments. Each change is recorded in the history.
Conversation: replies and internal notes
The ticket timeline holds two types of message:
- Public replies, visible to the requester.
- Internal notes, visible only to staff, for investigation steps, questions to colleagues or sensitive context.
The first public reply from staff sets the first response time used by SLA reports.
Attachments
Files are checked by size and by their actual content type, stored outside the public web folder and served only to users allowed to see the ticket.
History and audit
Every change of status, priority, department, assignee and confidentiality is stored with the user and the time. Administrative actions are also written to an audit log.
Finding tickets
The ticket list can be filtered by status, priority, department, assignee and text, so each agent can build a view of "my open tickets" or "urgent tickets in IT".
Put every support request in one place
Create your help desk on the Free plan, invite your team and open the first ticket in a few minutes.