Administrator Guide - SH All-In-One Helpdesk

Management and administration guide for team leaders and managers.

Team Management
User Management
SLA Management
Workflow Management
Reporting
Bulk Operations
Maintenance Tasks
Security Considerations

Team Management

Creating Teams

Location: Helpdesk → Configuration → Teams

Click Create
Configure team:

Field	Description	Notes
Name	Team identifier	e.g., "Tier 1 Support"
Team Head	Leader user	Has leader permissions
Members	Team users	Can be assigned tickets
Working Hours	Calendar	Used for SLA calculations

Save

Managing Team Structure

Recommended Structure:

support_organization:
  tier_1:
    name: "Front Line Support"
    purpose: "First response, basic issues"
    skills: "General support, triage"

  tier_2:
    name: "Technical Support"
    purpose: "Complex technical issues"
    skills: "Technical expertise"

  tier_3:
    name: "Engineering"
    purpose: "Bugs, development issues"
    skills: "Development, debugging"

  specialized:
    billing:
      name: "Billing Support"
      purpose: "Payment, invoice issues"

    sales:
      name: "Sales Support"
      purpose: "Pre-sales, quotes"

Team Head Responsibilities

Team heads can:
- View all tickets for their team
- Reassign tickets within team
- Monitor team SLA compliance
- Access team reports

Transferring Tickets Between Teams

Open ticket
Change Team field
Optionally assign to specific user
Save
New team is notified

User Management

Adding Support Users

Navigate to: Settings → Users
Create or edit user
Under "Helpdesk" section:
Select Support User, Team Leader, or Support Manager
Save
Add user to appropriate team(s)

Role Comparison

Capability	User	Leader	Manager
Create tickets	✓	✓	✓
View own tickets	✓	✓	✓
View team tickets	✗	✓	✓
View all tickets	✗	✗	✓
Edit team tickets	✗	✓	✓
Delete tickets	✗	✗	✓
Configure system	✗	✗	✓
View all reports	✗	Team	All

Portal User Setup

For customer self-service:

Go to contact record
Action → Grant Portal Access
Configure portal access level:
User: Own tickets only
Leader: Team tickets
Manager: All tickets

User Signature Setup

For email replies:

Edit user profile
Go to "Preferences" tab
Set "Signature" field
HTML supported

SLA Management

Designing SLA Policies

Step 1: Define Service Levels

service_levels:
  platinum:
    first_response: "1 hour"
    resolution: "4 hours"
    applies_to: "Enterprise customers"

  gold:
    first_response: "4 hours"
    resolution: "24 hours"
    applies_to: "Business customers"

  standard:
    first_response: "8 hours"
    resolution: "48 hours"
    applies_to: "All customers"

Step 2: Create Policies

Location: Helpdesk → Configuration → SLA Policies

For each service level, create policies:

Example: Platinum First Response

policy:
  name: "Platinum - First Response"
  team: "Tier 1 Support"
  ticket_type: "Platinum Support"  # Optional
  target: "reaching_stage"
  target_stage: "In Progress"
  time:
    days: 0
    hours: 1
    minutes: 0

Step 3: Link to Teams

Policies are linked to teams. When a ticket is created:
1. System checks ticket's team
2. Finds applicable SLA policies
3. Calculates deadlines using team's working calendar
4. Creates SLA status records

Monitoring SLA Compliance

Dashboard View

Dashboard shows SLA status overview
Filter by team, user, period

Ticket View

Each ticket shows SLA status
Color coding: Green (on track), Red (failed), Orange (at risk)

Reports

Filter tickets by SLA status
Export for analysis

SLA Escalation

When SLA is at risk:

Alarms: Set up reminder alarms
Email: Auto-notify team head
Popup: Show notification to assigned user
Reassign: Consider escalating to senior agent

SLA Best Practices

sla_best_practices:
  design:
    - "Define realistic targets based on team capacity"
    - "Consider working hours in calculations"
    - "Create separate policies for priority levels"
    - "Document SLA definitions for team"

  monitoring:
    - "Review SLA reports weekly"
    - "Identify patterns in failures"
    - "Adjust policies based on data"
    - "Celebrate SLA successes"

  improvement:
    - "Analyze failed tickets for root cause"
    - "Provide training where needed"
    - "Consider resource allocation"
    - "Update knowledge base"

Workflow Management

Stage Configuration

Location: Helpdesk → Configuration → Stages

Stage Properties

Property	Purpose
Sequence	Order in workflow
Email Templates	Auto-send on entry
Next Stage	Auto-advance option
Group Access	Restrict who can use
Cancel Button	Show cancel action
Done Button	Show resolve action

Workflow Design

recommended_workflow:
  stages:
    - name: "New"
      sequence: 1
      purpose: "Incoming tickets"
      auto_email: true

    - name: "Triaged"
      sequence: 2
      purpose: "Reviewed, priority set"
      auto_email: false

    - name: "In Progress"
      sequence: 3
      purpose: "Work started"
      show_done_button: true

    - name: "Pending Customer"
      sequence: 4
      purpose: "Awaiting response"
      auto_email: true

    - name: "Pending Internal"
      sequence: 5
      purpose: "Awaiting colleague/vendor"
      auto_email: false

    - name: "Resolved"
      sequence: 6
      purpose: "Solution provided"
      auto_email: true

    - name: "Closed"
      sequence: 7
      purpose: "Confirmed resolved"
      auto_email: true

Email Template Configuration

Navigate to: Settings → Technical → Email Templates
Find or create helpdesk template
Configure:
Subject line
Body (HTML with variables)
Recipients
Attachments

Available Variables:

${object.name}              # Ticket number
${object.partner_id.name}   # Customer name
${object.user_id.name}      # Assigned agent
${object.stage_id.name}     # Current stage
${object.description}       # Description
${object.ticket_subject}    # Subject line
${object.team_id.name}      # Team name
${object.priority.name}     # Priority

Reporting

Built-in Reports

Ticket Analysis

Tickets by stage
Tickets by team
Tickets by user
Tickets by period

SLA Reports

SLA compliance rate
Failed SLAs by team
Average resolution time

Creating Custom Reports

Navigate to: Helpdesk → Tickets
Apply filters as needed
Group by relevant field
Click Favorites → Save current search
Check "Share with all users" for team access

Exporting Data

Apply filters/grouping
Switch to List view
Select all records (checkbox header)
Action → Export
Choose format (CSV/Excel)
Select fields
Export

Key Metrics to Track

helpdesk_kpis:
  volume:
    - "Tickets created per day/week/month"
    - "Tickets by category"
    - "Tickets by source"

  performance:
    - "Average first response time"
    - "Average resolution time"
    - "SLA compliance rate"
    - "Tickets resolved per agent"

  quality:
    - "Customer satisfaction rating"
    - "Reopened ticket rate"
    - "Escalation rate"

  efficiency:
    - "Time spent per ticket"
    - "Backlog size"
    - "Agent utilization"

Bulk Operations

Mass Update Wizard

For updating multiple tickets at once:

Select tickets in list view (checkboxes)
Action → Mass Update
Configure changes:
Stage
Assigned User
Priority
Team
Apply

Mass Follower Update

Select tickets
Action → Mass Update Followers
Add or remove followers
Apply

Bulk Assignment

By Filter:
1. Filter tickets (e.g., unassigned)
2. Select all
3. Mass update assigned user

By Round Robin:
- Not built-in, but can be automated

Maintenance Tasks

Daily Tasks

daily_admin_tasks:
  - id: DAILY-001
    task: "Review unassigned tickets"
    action: "Assign to appropriate team/agent"
    status: pending

  - id: DAILY-002
    task: "Check SLA alerts"
    action: "Escalate at-risk tickets"
    status: pending

  - id: DAILY-003
    task: "Monitor ticket queue sizes"
    action: "Balance workload if needed"
    status: pending

Weekly Tasks

weekly_admin_tasks:
  - id: WEEKLY-001
    task: "Review SLA compliance report"
    action: "Identify patterns, take corrective action"
    status: pending

  - id: WEEKLY-002
    task: "Review customer feedback"
    action: "Address concerns, recognize successes"
    status: pending

  - id: WEEKLY-003
    task: "Check for stale tickets"
    action: "Follow up or close"
    status: pending

  - id: WEEKLY-004
    task: "Team meeting"
    action: "Discuss issues, share knowledge"
    status: pending

Monthly Tasks

monthly_admin_tasks:
  - id: MONTHLY-001
    task: "Analyze ticket trends"
    action: "Identify common issues for knowledge base"
    status: pending

  - id: MONTHLY-002
    task: "Review team performance"
    action: "Provide feedback, training"
    status: pending

  - id: MONTHLY-003
    task: "Update quick reply templates"
    action: "Add common responses"
    status: pending

  - id: MONTHLY-004
    task: "Review and update categories"
    action: "Add/remove as needed"
    status: pending

System Maintenance

Auto-Close Configuration

Enable auto-close for inactive tickets:

Helpdesk → Configuration → Settings
Enable "Auto-Close Tickets"
Set days of inactivity
Tickets will be closed by cron job

Cron Jobs

The module includes these scheduled actions:

Job	Frequency	Purpose
Auto-Close Tickets	Daily	Close inactive tickets
Ticket Reminders	Configurable	Send reminder notifications

Database Cleanup

Periodically archive old tickets:
- Export closed tickets older than X months
- Consider database archiving strategies

Security Considerations

Access Control

access_control_checklist:
  users:
    - "[ ] All agents assigned appropriate role"
    - "[ ] No over-privileged users"
    - "[ ] Managers are limited in number"

  data:
    - "[ ] Sensitive tickets use appropriate category"
    - "[ ] Internal notes not exposed to customers"
    - "[ ] Attachments scanned for malware"

  portal:
    - "[ ] Portal users can only see own tickets"
    - "[ ] Portal file upload size limited"
    - "[ ] Portal access regularly reviewed"

Audit Trail

All ticket actions are logged:
- Message history in chatter
- Stage change tracking
- Assignment changes
- System notifications

Data Privacy

Customer data is company-filtered
Multi-company installations isolate data
Portal access respects user permissions

Backup Recommendations

backup_strategy:
  database:
    frequency: "Daily"
    retention: "30 days"

  attachments:
    frequency: "Daily"
    retention: "90 days"

  configuration:
    frequency: "Weekly"
    retention: "12 weeks"

Troubleshooting Admin Issues

Common Issues

Tickets Not Auto-Assigning

Check company default team/user settings
Verify user permissions
Check team membership

SLA Not Calculating

Verify SLA policy exists for team
Check team has working hours calendar
Confirm ticket has correct team/type

Email Not Sending

Check outgoing mail server configuration
Verify email templates are linked to stages
Check user email addresses

Dashboard Not Showing Data

Verify dashboard stage configuration
Check user permissions
Confirm tickets exist in date range

Quick Reference

Configuration Locations

Setting	Path
General Settings	Helpdesk → Configuration → Settings
Teams	Helpdesk → Configuration → Teams
Stages	Helpdesk → Configuration → Stages
Categories	Helpdesk → Configuration → Categories
SLA Policies	Helpdesk → Configuration → SLA Policies
Alarms	Helpdesk → Configuration → Ticket Alarms
Email Templates	Settings → Technical → Email Templates
Users	Settings → Users

Emergency Actions

Situation	Action
All tickets assigned to wrong user	Mass update to correct user
SLA deadlines wrong	Check/fix working hours calendar
Customer getting internal notes	Check message type, fix template
Agent can't see tickets	Verify team membership and role

Next: Technical Reference