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Overview

The help-desk lets customers ask for help from the Members Portal or app, and lets your team reply from the dashboard. Each request is a conversation: you reply to the customer, or leave internal notes only your team can see. Requests can go to a department, such as Billing or Facilities, so the right people are notified. You can give each request an owner and a priority, and have AI answer common questions using your FAQ articles.

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How to access

  • Requests: select Help-desk in the sidebar, or go to Operations → Front-desk → Help-desk messages. The sidebar shows how many requests are open.
  • Departments: go to Operations → Front-desk → Help-desk messages → Departments.
Help-desk requests The list shows each request’s Subject, Customer, Department and owner, and Last update, with an icon showing whether it’s open or closed, and a badge if AI replied. Use the views to see Open, Critical or Closed requests.

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Let customers ask for help

Customers ask for help from the help-desk section of the Members Portal. To turn it on:
  1. Go to Settings → Features → Website → Features and turn on Enable the help-desk section.
  2. Go to Settings → Features → Modules → Account and turn on Users can request help using the help-desk module.
Customers choose a department, write a subject and message, and can attach an image. They’re notified when you reply, and can reply back from the portal.

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Reply to a request

Replying to a help-desk request
  1. Open the request. The conversation shows the customer’s message and every reply since.
  2. Write your reply. You can format it with Markdown and Attach image.
  3. To leave a note only your team can see, tick This is an internal reply.
  4. Select Reply to customer, or Reply internally for a note. You can also press Ctrl+Enter.
The customer is emailed and sent an app notification about each reply, but not about internal replies. If the request has no owner yet, the first person to reply to the customer becomes its owner.
You can only reply if your admin user is linked to a customer record, which is shown as the author of your replies. Otherwise you see You cannot reply to this message.

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Manage a request

Use the panel next to the conversation: Any new reply, from the customer or from your team, reopens a closed request. To log a request for a customer, for example one they made by phone, select Add help-desk message, choose the Customer, and enter the Subject and Message.

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Departments

Departments sort requests by topic and decide who’s notified about them. Each location has its own departments. Help-desk departments

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Who is notified

To receive notifications for requests without a department, open your user under Settings → Users, go to Notifications and, under Admin notifications, turn on Help-desk messages. Owners are also emailed every Monday at 8:00 am, location time, if they have open requests.

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Answer requests with AI

Nexudus can answer new requests, and customers’ replies, automatically using your FAQ articles.
  1. Go to Settings → Integrations → OpenAI (beta) and turn on Enable OpenAI integration., then enter your API Key.
  2. Turn on Respond to help-desk messages using OpenAI conversational models based on your FAQ articles.
When a request arrives, Nexudus looks for an FAQ article that answers it:
  • If it finds one, it replies to the customer straight away, with a link to the article. The request shows AI responded.
  • If it doesn’t, it leaves the request for your team. The request shows AI missed.
The request stays open either way, so you can follow up. Filter the list by A.I. model result to see the requests AI answered or missed. Requests can also come from the AI assistant, when it hands a conversation over to your team. These show an AI Conversation link to the full chat. See AI conversations.

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Webhooks

Use webhooks to send help-desk activity to other systems: Help-desk Message CREATED when a request is created or changed, and Help-desk Reply CREATED when someone replies.