How to manage customer support requests using the built-in help desk in Nexudus — including departments, priorities, internal notes, and AI auto-replies.
The Help desk lets your customers submit support requests directly from their members portal, and lets your team manage, assign, and resolve those requests from the dashboard. Each request becomes a threaded conversation where staff can reply publicly or leave internal notes.Help desk messages can be routed to departments, assigned to specific owners (staff members), prioritised, and optionally answered automatically by AI using your FAQ articles.
Check the “This help request is resolved” checkbox in the sidebar to close the request. The closure time is recorded automatically.If a customer replies to a closed request, it is automatically re-opened.
The department name shown to customers when they submit a request (unique per location)
Description
Explains what type of requests should be sent here (shown to customers)
Active
Whether this department appears as an option for new requests
Department managers
Staff members who receive notifications for requests in this department
Start task list
An optional task list that is automatically assigned to the customer when a request is created in this department
Use the “Start task list” feature to create onboarding checklists or standard procedures that run automatically when a customer submits a specific type of request — for example, a “New member setup” task list triggered by the “Onboarding” department.
The AI found a relevant FAQ and posted an automatic reply
Not responded
The AI was unable to find a relevant answer — requires staff attention
AI replies are posted as public comments visible to the customer. They appear in the conversation thread with a reference to the FAQ article used. Staff can follow up with additional details if needed.
Staff members who own open help desk requests receive a weekly reminder email about their unresolved requests every Monday at 8:00 AM (in the location’s local time).
Create departments that match your team structure (e.g., “Billing”, “Facilities”, “IT Support”) so requests reach the right people immediately.
Assign owners as soon as possible to ensure accountability and prevent requests from being missed.
Use internal replies to discuss sensitive matters with your team before responding to the customer.
Set up FAQ articles comprehensively — when AI auto-reply is enabled, well-written FAQs can resolve common questions automatically, reducing staff workload.
Monitor the “Critical” segment daily to ensure urgent requests get immediate attention.
Use the task list automation on departments to trigger standard procedures (e.g., “WiFi issue” department triggers a troubleshooting checklist).
Review first response time regularly to ensure your team is meeting customer expectations.
