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Help Desk gives your organization an internal support system. Members submit tickets when they need help, your support team responds, and everything is tracked from submission to resolution. No external tools needed.

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Do I need Help Desk?

Your situationHelp Desk?
Members email you with questions and requestsYes — centralizes everything
You need to track who’s handling whatYes — assignment and status tracking
Multiple people handle supportYes — team assignment and handoffs
You want to measure response timesYes — built-in metrics
You only get 1-2 questions a monthProbably not — just handle via email
You need to track internal project tasksNo — use Issues instead

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Setting up

Settings → Modules → enable Help Desk, then configure at Settings → Features → Support.
1

Add support team members

Select who will handle tickets. They’ll get notifications for new submissions.
2

Create issue types

Categorize tickets so they route to the right person.
3

Configure statuses

Set up your ticket lifecycle — New, In Progress, Waiting, Resolved, Closed.
4

Set up auto-assignment

Optionally assign default team members per issue type.

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Issue types

Create categories that make sense for your organization:
TypeRoute toExample questions
General InquirySupport coordinator”How do I update my profile?”
Technical IssueIT team member”I can’t log in”
MembershipHR team member”I want to change my Local Center”
BillingFinance team member”I was charged twice”
FeedbackAdmin”Suggestion for improvement”
Auto-assignment routes tickets by type — technical issues go straight to IT, billing to finance.

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Ticket statuses

StatusMeaning
NewJust submitted, nobody’s looked at it
In ProgressSupport team is working on it
WaitingWaiting for the member to respond
ResolvedIssue fixed, awaiting confirmation
ClosedDone — no further action needed
Customize statuses in Settings → Support → Issue Statuses.

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How members submit tickets

Members go to Help Desk in the sidebar:
  1. Click Submit Ticket
  2. Select the issue type
  3. Enter a subject and description
  4. Attach files if relevant (screenshots, documents)
  5. Submit
They receive a confirmation and can track their ticket’s status.

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Handling tickets

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Ticket actions

ActionWhat it does
AssignRoute to a specific team member
ReplySend a response visible to the member
Add NoteInternal note — only the support team sees it
Update StatusMove through the workflow (New → In Progress → Resolved)
CloseMark as complete

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Working a ticket

  1. Open the ticket from the dashboard
  2. Read the member’s description and any attachments
  3. Add an internal note if you need to discuss with the team
  4. Reply to the member with your response
  5. Update the status as you go
  6. Close when resolved

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Filtering

Filter the ticket dashboard by status, type, assignee, member, or date range to focus on what needs attention.

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Notifications

EventWho gets notified
New ticketAssigned team member (or all team if unassigned)
Ticket assigned to youThe assigned team member
Member repliedThe assigned team member
Support team repliedThe member who submitted
Status changedThe member
Ticket resolvedThe member

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Common scenarios

Check that notifications are working. Assign default team members per issue type so tickets don’t sit unassigned. Set an SLA expectation (e.g., first response within 24 hours) and review open tickets regularly.
Promote the Help Desk in your welcome message and onboarding. When you receive email requests, create tickets on their behalf (admins can do this) and reply pointing them to the Help Desk for next time.
The Help Desk tracks metrics: tickets by status, average resolution time, tickets by type, and team member workload. Use these to identify bottlenecks and balance the load.
Not built-in, but keep a shared document with common responses your team can copy-paste. This speeds up replies and ensures consistency.
Help Desk is for member-to-admin support (questions, problems, requests). Issues is for team-to-team project management (tasks, action items, bugs). Different workflows, different audiences.
  • Issues — Internal task management within groups
  • Notifications — Configure alert preferences
  • Members — Member information for ticket context