# Helpdesk

<p class="lead">Open tickets with platform support, follow the replies, and understand when to use the Helpdesk or Support Ticket.</p>

The **Helpdesk** is a standalone item in the side menu (route */helpdesk-tickets*). Your company uses it to open tickets with the team that runs the ERP Instfy platform, for example to report an error, ask a usage question, or get help with your account. It is different from the **Support Ticket** module, which is your help center for your own customers.

[[roles: Company]]

!image[Helpdesk ticket list with title, category, status and priority](/assets/img/erp/helpdesk.webp)

## Support Ticket or Helpdesk?

| | Support Ticket | Helpdesk |
|---|---|---|
| Who opens the ticket | Your customers, or your team on their behalf | Your company |
| Who replies | Your support team | Platform support |
| What it is for | Serving your company's customers | Getting help using ERP Instfy |
| Where it is in the menu | *Support Ticket > Tickets* | *Helpdesk* |
| Knowledge base and FAQ | Yes, your own | Not applicable |

If the issue is about serving one of your customers, use [Support Ticket](#/support-ticket). If the issue is about the system itself, use the Helpdesk.

## Before you start

- First check [Troubleshooting](#/troubleshooting) and the [Frequently asked questions](#/erp-faq). Many questions already have an answer.
- Have ready what happened, on which screen, what you expected, and, if possible, a screenshot.
- Never send passwords in a ticket.

## Open a Helpdesk ticket

A well-described ticket gets resolved faster, because the team does not need to come back with questions.

**Menu path:** *Helpdesk*

<ol class="steps">
<li>Open <strong>Helpdesk</strong> in the side menu.</li>
<li>Click the <strong>+</strong> button (Create).</li>
<li>Choose the category and priority, if those options exist, and write a clear subject.</li>
<li>Describe the problem: what you did, what happened, what you expected, and on which screen. Attach screenshots if it helps.</li>
<li>Click <strong>Save</strong>. The ticket appears in the list with an initial status.</li>
</ol>

:::tip
A subject like "Error saving sales invoice" helps much more than "System problem".
:::

## Follow and reply to a ticket

Support replies inside the ticket itself. Follow it there and add information when asked.

**Menu path:** *Helpdesk*

<ol class="steps">
<li>Open <strong>Helpdesk</strong> and find the ticket in the list.</li>
<li>Click the ticket to see the message history and current status.</li>
<li>Write your reply or send the information the team asked for.</li>
<li>Send the message and wait for a response. When the problem is resolved, the ticket is closed.</li>
</ol>

:::note
Keep one issue per ticket. If a different problem comes up, open a new ticket so each one has its own history.
:::

## Complete flow

1. Check whether the question is already answered in the documentation.
2. Open the ticket in *Helpdesk* with a clear subject and a complete description.
3. Follow the replies in the ticket itself.
4. Add information when asked.
5. Confirm the solution and leave the ticket closed.

## Frequently asked questions

### Can my customers open tickets in the Helpdesk?
That is not its purpose. The Helpdesk is your company's channel to platform support. To serve your customers, use the [Support Ticket](#/support-ticket) module.

### Where do I see the support team's reply?
Inside the ticket itself, in the *Helpdesk* menu. Open the ticket to see the full message history.

### Can I send screenshots and files?
Yes, when the ticket offers attachments. Screenshots showing the error help a lot with diagnosis. Before sending, hide any sensitive customer data and never include passwords.

### Are there other ways to contact Instfy?
Yes. See all the official channels in [Support and contact](#/contact-support).

## Next steps

Before opening a ticket, it is worth checking the ready-made answers.

:::related
troubleshooting, erp-faq, contact-support
:::