Help Desk & Support Ticket Management | Planadar Help

Help Desk & Support Ticket Management

Accessing Help Desk

Navigate to Organizer Admin → Help Desk Tab

Ticket Queue

View all support tickets:

• Open tickets (need response)
• In Progress (being handled)
• Waiting Response (from attendee)
• Resolved (completed)

Responding to Tickets

1. Click on ticket card
2. Read ticket details and history
3. View attendee information
4. Write response
5. Change status if needed
6. Submit response

Internal Notes

Add notes visible only to the event's staff: you, and committee members with Full or Limited Access. The person who filed the ticket never sees them, and neither does a Read Only member:

• Troubleshooting steps tried
• Internal decisions
• Coordination notes
• Follow-up needed
• Marked with amber highlight

Priority Management

Tickets are prioritized:

• 🔴 Urgent: Safety/security issues
• 🟠 High: Technical problems
• 🟡 Medium: General questions
• 🟢 Low: Suggestions/feedback

Ticket Categories

Filter by:

• Technical issues
• Venue/location questions
• Session inquiries
• Registration problems
• General questions

Best Practices

• Respond to urgent within 15 minutes
• Acknowledge all tickets within 1 hour
• Be professional and helpful
• Provide step-by-step solutions
• Follow up on resolved issues

Ticket Analytics

Track:

• Average response time
• Resolution rate
• Common issues
• Peak ticket times
• Team performance

Pro Tip: Have dedicated help desk staff during peak hours!