The Help Desk page provides a built-in support ticket system so members can request assistance and track the progress of their enquiries.
What members see
Quick actions
| Button | Description |
|---|
| Help Me Find | Opens an AI chat assistant for self-service answers (if enabled) |
| Request Help | Opens a form to submit a new support ticket |
Ticket list
A table of submitted tickets with the following columns:
| Column | Description |
|---|
| Subject | Ticket subject line (truncated) |
| Opened | Date and time the ticket was created |
| Status | Red badge = Open, Green badge = Closed |
Ticket detail
Clicking Manage on a ticket opens a detail modal where members can:
- View the full conversation history
- Read staff responses
- Add comments and replies
- Close or reopen the ticket
Creating a ticket
The “Request Help” button opens a modal form. Support for deep linking is built in — append ?action=create&subject=X&message=Y to the URL to pre-populate the form (useful for contextual help links).
Key features
- AI-powered self-service — the “Help Me Find” button uses AI to answer common questions before creating a ticket.
- Threaded conversations — staff and members can exchange messages within each ticket.
- Deep-link support — pre-fill ticket subject and message from URL parameters.
- Analytics — AI chat usage is tracked for reporting.
Module requirements
| Requirement | Effect |
|---|
| Help desk enabled | The entire page is gated by the help desk module being active |
| New messages enabled | Controls whether members can create new tickets |
Configurable sections
| Setting | Default | Effect |
|---|
| Show title | On | Display the section heading |
| Show filter bar | On | Show the status filter |
| Show Help Me Find button | On | Display the AI assistant button (also requires feature flag) |
| Show Request Help button | On | Display the new ticket button (also requires help desk module settings) |
Combine the Help Desk with the FAQ page to deflect common questions — members can search the FAQ before submitting a ticket.
