Helpdesk
Resolve customer tickets with SLAs, queues, routing, and self-service — linked to the customer record.
Updated May 18, 2026
Helpdesk turns customer issues into tracked tickets with SLAs and clear ownership, tied to the same customer record as sales and orders.
Set up
- Go to XO Operations → Helpdesk → Settings.
- Create queues (e.g. billing, technical) and routing rules.
- Define SLAs (first response, resolution) and escalation.
- Build canned responses for common questions.
Handle tickets
- Tickets arrive from email, portal, or are created manually.
- XO routes them to the right queue/owner and starts the SLA clock.
- Agents reply, set status, and resolve; escalation triggers if SLAs slip.
- Send a satisfaction survey on close.
📷 Screenshot: a ticket with SLA timer, customer history, and canned-response picker.
Self-service
Publish a knowledge base and let customers raise/track tickets from the Customer Portal.
Best practices
- Keep SLAs realistic and review breach reports monthly.
- Maintain canned responses to speed first replies.
- Link tickets to the customer so agents see full context.
Troubleshooting
- SLA not triggering. Check business hours and the SLA policy on the queue.
- Tickets unassigned. Review routing rules and queue ownership.