Helpdesk
The Helpdesk is a support ticket system that connects operators and their clients. Clients can open tickets from the portal to ask questions, report issues, or request changes. Operators can open tickets on behalf of a client when needed. Each ticket contains a conversation thread where both sides can reply, keeping all communication in one place.
Ticket Statuses#
| Name | Type | Required | Description |
|---|---|---|---|
open | status | No | The ticket has been created and is waiting for an operator to respond. New tickets always start in this state. |
in_progress | status | No | An operator has acknowledged the ticket and is actively working on a resolution. The client can continue to reply at any time. |
resolved | status | No | The operator has marked the ticket as resolved. The client can reopen it by replying. If the client does not respond, the ticket will auto-close after 7 days. |
closed | status | No | The ticket is permanently closed. No further replies are accepted. Closed tickets are retained for reference in the ticket history. |
Ticket Creation#
Clients open tickets directly from the client portal by navigating to the Support section and clicking New Ticket. Operators can also open a ticket on behalf of a client from the Helpdesk dashboard — useful when a client reports an issue through another channel. Once a ticket is created, both the client and the assigned operator can reply within the conversation thread.
Slack Integration Setup#
Connect your Slack workspace
Go to Settings > Integrations > Slack and click Connect. You will be redirected to Slack to authorize Strata. After approving, you are returned to the integrations page with your workspace linked.
Choose a notification channel
Select the Slack channel where helpdesk notifications should be posted. You can choose any public channel or a private channel that the Strata app has been invited to.
Toggle notification events
Enable or disable individual notification events: new ticket opened, reply received, and ticket resolved. Turn on only the events your team needs to avoid channel noise.
Save your settings
Click Save. Strata will immediately begin posting notifications for the selected events to your chosen Slack channel. You can update the channel or event toggles at any time.
Assigning Tickets#
Tickets can be assigned to a specific team member from the ticket detail view. Open the ticket and use the Assignee dropdown to select a team member. The assigned person receives a notification and the ticket appears in their personal queue, making it easy to distribute support workload across your team.