Overview
Root Cause Analysis (RCA) in the helpdesk premium version records the underlying reason a ticket
occurred - the “why” behind each issue. Support staff capture a Root Cause when a
ticket is resolved or closed. Captured consistently, this turns everyday support activity into data you
can report and trend on, so you can see which problems happen most, spot issues that are increasing, and
decide where to focus prevention.
This guide explains the logic of RCA: what it is, when you are prompted, who can use it, how it behaves
across the ticket lifecycle, and how it appears in reports and exports. It is written for support staff
and admins.
The Basics - What RCA Is and Why
What is a Root Cause?
A Root Cause is a short, predefined label that captures why a ticket happened. It is selected by support
staff at the point a ticket is resolved or closed, and it stays attached to that ticket for reporting.
Why do we capture Root Causes?
Recording a reason on every closed ticket answers questions such as: Which problems happen most often?
Are certain issues increasing? Where should we focus prevention? Root Cause feeds the reporting and
trend analysis used to make those decisions.
Where do the Root Cause options come from?
Root Causes are chosen from a predefined list maintained by adminis under
Settings → Root Cause. Typical entries include Password Reset, Hardware Failure,
Software Bug, Network Issue, User Error, Configuration Change, Access Request and Other. Admins
can add, edit, enable or disable entries so the list stays relevant.
When You Are Asked for a Root Cause
When am I prompted to select a Root Cause?
You are prompted at the moment a ticket reaches a closure status. There are three main paths:
- Reply and resolve / close - from the Reply tab, choosing “Submit and
set as Resolved” or “Submit and set as Closed” lets you pick the Root Cause in the
same step, without leaving the reply screen.
- Create a ticket as Closed - raising a new ticket and using “Submit as
closed” prompts you to select a Root Cause before the ticket is created.
- Change status from the ticket list or ticket details - moving a ticket to
Resolved or Closed prompts for a Root Cause.
Is selecting a Root Cause mandatory?
Yes - a Root Cause is required the first time a ticket is resolved or closed by support staff, so
every closed ticket has a recorded reason. Automated paths (system, bulk, email or mobile actions) may
leave it empty; those are treated as “Unspecified” in reports.
Will I be asked more than once on the same ticket?
No. If a ticket already has a Root Cause - for example, one chosen when it was Resolved - you
will not be asked again when it is later Closed. The original Root Cause is automatically retained, so
there are no repeated prompts.
What happens to the Root Cause if a ticket is reopened?
If a ticket moves out of a closure status (it is reopened, or a new reply auto-reopens it), the stored
Root Cause is cleared. When the ticket is resolved or closed again, staff are prompted for a Root Cause
that reflects the latest resolution.
Who Can See and Use It
Who can select a Root Cause?
Root Cause selection is available only to support staff: Super Admins, Admins and Agents.
Customers and end users never see the Root Cause option - not in the ticket list filter, ticket
details, or reply screens. This keeps the experience simple for customers and the data accurate for your
team.
| User type |
Root Cause selection |
| Super Admin |
Available |
| Admin |
Available |
| Agent |
Available |
| Customer / End User |
Not shown |
Do customers or end users need to do anything?
No. The changes are automatic and the Root Cause option is hidden from customers entirely. No action is
needed from end users.
Exporting and Sharing the Root Cause of Tickets
Because Root Cause is staff-only, it appears solely in exports and printouts that support staff
generate. Customers cannot run these exports and never see the Root Cause through the portal.
Important: exporting moves data outside
the portal’s role controls. Once a file is downloaded, emailed, or uploaded, anyone who
receives it can read whatever it contains - so treat every export as staff-internal.
Ticket list export (spreadsheet)
From the ticket list, staff can export the filtered tickets to an Excel or CSV spreadsheet, with one
row per ticket. Root Cause behaves as follows:
- Root Cause is a dedicated column. Whenever you include the Status column in an
export, Root Cause is automatically added right next to it - you never
have to remember to select it separately.
- Columns available: Ticket ID, Subject, Description, Status, Root Cause, Priority, Group,
Category, Agent, First Response Time, Resolved / Closed On, Requester, and Raised On.
- Tickets with no recorded reason show a blank Root Cause cell (and appear as
“Unspecified” in the Root Cause report).
- You can filter the list by Root Cause first and then export, to share a focused set - for
example, every ticket whose Root Cause is “Network Issue”.
- Large exports (more than 1,000 tickets) are prepared in the background and emailed to you when
ready. That email is one of the main ways an RCA export is shared - send it only to
authorised staff.
Single-ticket export and printout (PDF / spreadsheet)
An individual ticket can be downloaded to print, archive, or share:
- Spreadsheet (Excel / CSV): the per-ticket export offers the same selectable
fields as the list export, including Root Cause placed next to Status.
- PDF / printout: reproduces the ticket header (ID, created by, created on),
subject, description, the field block (Status, Type, Priority, Group, Assigned to), and the full
conversation thread. Note: the PDF currently lists those ticket fields and the conversation but
does not print a separate Root Cause line - use the spreadsheet export when you need the
Root Cause value in a shareable file.
Threads, notes and comments - what is included, and how RCA relates
- Conversation thread (Replies): the public back-and-forth between staff and the
requester. These replies are included in the ticket export / printout and are visible to the
requester. Root Cause is recorded once, at ticket level, when the ticket is resolved or closed
- it is not stored against each individual reply, so it appears as a single ticket field
rather than per message.
- Internal notes / private comments: notes staff add for internal context are a
separate, staff-only stream (a note can be marked private). They are never shown to customers.
Any export that includes internal notes should be treated as confidential.
- Activity log / audit trail: adding or updating a ticket’s Root Cause, and
enabling or disabling Root Cause options in Settings, are written to the activity log - so
there is a record of who set or changed the reason.
Who can export and share the Root Cause?
- Only Super Admins, Admins and Agents can run list exports and download ticket PDFs /
spreadsheets - and therefore only staff can see or share the Root Cause.
- Customers / end users have no access to these exports and never see the Root Cause column or
field.
Share responsibly: a PDF you email
or upload will reveal the Root Cause (and the conversation, and any included internal notes) to
whoever receives it, regardless of their role in the portal. Share exports only with people
authorised to see this information.
Need Help
For any questions about Root Cause Analysis or this update, please contact your support team.
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Root Cause Analysis (RCA)
