Helpdesk lets employees open IT tickets from the tools they already use: Slack, email or Microsoft Teams. Use it to keep every request in one place and let ONE reply before your team picks it up.

Feature/Functionality

Overview

Each ticket stays linked to the conversation it came from. Replies move between the ticket and that Slack thread, email thread or Teams conversation, so nobody has to copy messages across.

You can bring tickets in through three channels:

• Slack. Connect your workspace. Tickets are created from Slack messages, and each one stays in step with its thread.
• Email. Messages sent or forwarded to your inbound address turn into tickets. Each ticket follows its email thread.
• Microsoft Teams. Connect your Microsoft 365 tenant. Posts in Teams channels and chats become tickets that stay linked to their thread.

On top of these channels, the Helpdesk Agent lets ONE answer and work tickets. It can take them one by one or handle every ticket employees open. Before it changes anything outside the ticket, it asks for approval.

How to use

Update several tickets in one go

You need the Manage all tickets or Manage my tickets permission. You can change or delete up to 25 tickets at a time.

1. Go to Helpdesk > Tickets.
2. Tick the tickets you want to change. Only tickets on the page you are viewing can be selected, up to 25. The checkbox in the header picks the first 25.
3. A bar appears. Pick Status, Priority, Assign, Add tag, Remove tag or Delete.

A message then shows how many tickets were updated and how many were not, for example because you lack edit rights on them. The selection is kept, so you can run another action on the same tickets straight away.

Deleting a ticket also deletes its tasks. Any onboarding tied to that ticket is closed and its pending steps never run. There is no undo.

Reminders for due tickets and tasks

Factorial IT sends an email to whoever is responsible for open tickets and tasks that are about to fall due or already late. Onboarding steps are covered too. Your team no longer has to remember to check the Overdue filter.

• The email goes out every morning, Paris time. Each person gets a single message listing what is late and what is due soon. On days with nothing to flag, no email is sent.
• An item first appears 2 days before its due date and again on the day itself. After that, it appears once a day for 3 days while overdue, then drops off.
• The recipient is the item's assignee. A task with nobody assigned goes to the assignee of its ticket. Subscribers to the item or to its ticket also receive it if they are admins or the ticket's assignee.
• Every item shows its title, due date, and its status and priority when they are set, plus a View ticket or View task button. Admins also see Mark as done next to pending tasks. Onboarding and offboarding steps are the exception: you close those from the step itself.
• Items with no due date are not included. Neither are items ONE handles by itself, nor tasks whose ticket is not open.

You cannot switch these reminders off or change their timing for now.

Troubleshooting and FAQ

Troubleshooting

• The bulk action bar does not appear. You need the Manage all tickets or Manage my tickets permission.
• Some tickets were not updated. The result message counts them. Usually you are not allowed to edit those tickets.
• Someone did not get a reminder. Check that the item has a due date, that its ticket is open and that ONE is not handling it alone. Also check that the person is the assignee, or a subscriber who is an admin or the ticket's assignee.

FAQ

1. How many tickets can I change at once?
   Up to 25, all from the current page.
    
2. Can I undo a bulk delete?
   No. The tickets and their tasks are gone, and linked onboardings are closed.
    
3. Can I turn off the due-date reminders?
   Not yet. Their timing cannot be changed either.
    
4. How often does someone get reminded about a late ticket?
   Once a day for the first 3 days after the due date. After that, the reminders stop.