The purpose of this guide is to build a helpdesk service with multi-team configuration, utilizing important features. Each section walks you through a topic and how to set up specific functions. After completing the below steps, you will have a fully functioning customer helpdesk.

After you sign up for your helpdesk portal account, you can access the setup wizard via the link sent to your email. After your first time login to raiseaticket, a guided wizard will assist you.

  1. Get Started: Signing into your Admin Console

    After you have completed the signup process, follow the below instructions to set up the email and web ticketing system of the helpdesk portal.

    All the below items are available in raiseaticket's settings.

    1. Operating Hours

      By default, operating hours are set to eight hours, five days a week in the time zone specified in your organisation's profile. Add the hours when your agent or group is ready to support customers.

      free helpdesk business hours
      1. Holidays

        Add Holidays to specify the dates and times when your team is unavailable.

      free helpdesk business hours holiday
    2. SLA

      Add Service Level Agreements to define goals for your agent's performance and link to agent/group work schedules, operating hours, client agreements. Multiple SLAs can be set up based on the email id or domain following unique business hours. SLAs are used to ensure that the support team completes the ticket in a defined amount of time. You can define the pause condition of the SLA such as timer pause conditions as when you want any details from end users you can make the pause condition when the state is awaiting user reply.

    3. Ticket Priorities

      When creating a new SLA, there are four priorities: Low, Medium, High and Urgent. The priorities require first response time and resolution time to ensure optimized support for the tickets. The tickets are organized and prioritized based on business factors. The optimal prioritization method is different for each company and depends on several factors. Your organization may choose to stick to one SLA or multiple SLA, or to change models when necessary based on business requirements. The focus of ticket prioritization should be to provide the most effective customer support for end users.

      By default, we have added the below default SLA. Timings can be amended accordingly.

      Add Ticket Priority
      Priority Response Time Resolution Time
      Low 4 hours 1 day
      Medium 4 hours 8 hours
      High 2 hours 4 hours
      Urgent 1 hour 3 hours
    4. Add your Agents

      Add your primary support person(s) or employee(s) who will respond to clients on a full-time or part-time basis. The agents would be invited to activate their account via email.

    5. Add Teams

      Add teams as groups to help your organisation classify the agents in the support system based on skills, expertise, clients, domain, SLA, operating hours and departments (like Sales, Billing, HR). An optional service email ID can be created and mapped for every group.

    6. Add Custom Ticket Status

      The default ticket status values available in raiseaticket are:

        Open – A ticket that has been opened by an agent or client. The first response time is calculated from the timestamp the ticket is created.

        Closed – A ticket that is closed and on which no work is being done and acknowledged by the client for closure. The resolution time is calculated from the timestamp the ticket is created until the timestamp the ticket is closed.

        Pending – The ticket is awaiting a response from another vendor, admin or developer, not the client or agent. The on-hold time is added to the client’s wait time and not agent’s wait time. Pending is set where there is no predictable estimated time for a reply.

        In Progress – A ticket on which work is currently being done.

        Resolved – A ticket on which work has been finalised and assumed as solved by the agent.

        Re-opened – A ticket which has been re-opened.

      Add Ticket Status

      The above standard ticket statuses cannot be edited; however, you may wish to add further statuses to fit your requirements.

        Awaiting Customer Response – A ticket is waiting for a reply or action from the client.

        Awaiting 3rd Party Response – A ticket is waiting for a reply from a vendor, developer or service provider for an approval. The agent contacts the 3rd party and gets the approval for the client’s request and updates the ticket.

      The above two statuses are editable and could be enabled/disabled based on your requirements.

  2. Communication is the key to your business success. Set up the popular channels for your customers to reach you such as web, email, etc.

    1. Web Ticketing

      Collect support requests directly on the web portal. This helps your organisation improve productivity by responding to customers faster. You could redirect your support link ( and refer your customers to use the self-service portal for service requests.

    2. Email Ticketing

      After you have completed the signup process, you will be assigned with an email address like Your customers could directly open support requests by emailing You can add additional or alternative email addresses for submitting tickets under Settings/Groups.

      In order to receive support requests to your existing email address or to an external email address, you need to forward the emails received to the support email address of your Raiseaticket portal.

      Email forwarding process differs from provider to provider. Please follow the below instructions:

      Gmail Yahoo Office 365 Exchange

    3. Ticket Flow

      By default, the ticket is manually assigned to the agent(s) in the default group. You could set automatic routing of tickets once the agents log in to the agent portal. Additionally, you could add multiple email addresses based on the business functions and set the routing based on the business function to the respective groups. Please update the ticket flow details for creating a new workflow and automating the ticket assignments in SLA policies or web and email channels under Settings.

  3. Add your primary support person(s) or employee(s) who will respond to clients on a full-time or part-time basis. The agents would be invited to activate their account via email.

  4. Create articles to build a knowledge base repository for how-to, troubleshooting and procedural information with the knowledge base feature. Keep the content searchable, organized, and relevant, this helps clients to easily find the information they require. Publish the FAQ for your clients on your raiseaticket helpdesk portal.

    1. Email Notifications

      Notifications make agents, clients and admins aware of the responses and tickets. has enabled notifications for all rules. You may wish to disable notifications for certain rules to fit your requirements.

      Email Notifications
    2. Notifications Integration

      Integrate real time notification by messaging the support team in Microsoft Teams and Slack.

      free helpdesk Teams and slact Notifications Integration

After you finish the basic setup of agents, groups, SLA, and operating hours, it's time to start offering optimised support.

As a next step, check out the FAQs on how to deploy the helpdesk.

As a next step, check out the FAQs on how to deploy the helpdesk.