Admin · Helpdesk & CRM config

Admin pages that control helpdesk behaviour: SLA policies, support contracts, ticket types, helpdesk rules, saved views, and CRM-side settings like custom fields and import.

Mitch Wigham

Updated 24 June 2026 · 6 views

22 · Admin · Helpdesk & CRM config

Admin pages that control helpdesk behaviour: SLA policies, support contracts, ticket types, helpdesk rules, saved views, and CRM-side settings like custom fields and import.

SLA policies

/admin/helpdesk/sla

There is one SLA policy per priority — LOW, MEDIUM, HIGH, and URGENT each have a single policy for the tenant. A policy defines a response target (hours to first public reply) and a resolution target (hours to close). When a ticket is created, the platform stamps deadlines onto it from the policy matching the ticket's priority.

+-----------------------------------------------+
| SLA policies                                   |
|-----------------------------------------------|
| URGENT   1h respond / 4h resolve     [Edit]   |
| HIGH     4h / 8h                     [Edit]   |
| MEDIUM   8h / 24h                    [Edit]   |
| LOW      48h / 120h                  [Edit]   |
+-----------------------------------------------+

📷 Screenshot placeholder: screenshots/admin-sla.png

Editing a policy

Click Edit on the priority row.
Set a name, a response target (hours), and a resolution target (hours).
Save. This upserts the policy for that priority.

There is no working-hours calendar and no pause/resume — SLA deadlines are fixed absolute timestamps computed at ticket-creation time as created-at + N hours. The response target is met on the first public reply; the resolution target is met when the ticket reaches RESOLVED or CLOSED.

Note: SLA policies are keyed on tenant + priority. They are not selected per support contract — a contract carries no SLA policy reference.

Support contracts

/admin/helpdesk/contracts

A support contract is a billing arrangement. Each contract has:

A name and a type — one of:
- Ad-hoc (ADHOC) — billed per hour
- Hour block (BLOCK) — a pre-paid pool of hours
- Monthly/Annual (CONTRACT) — recurring, with an optional included-hours allowance
A client name and optional client email
An optional hourly rate (£) and hours included
A start date and optional end date
Free-text notes

+-------------------------------------------------------+
| Contracts                                  [+ New]    |
|-------------------------------------------------------|
| Client    Name        Type        Rate  Hours  Active |
| Acme Ltd  Acme Gold   Hour block  £95   12/20  ✓      |
| Beta Co   Beta PAYG   Ad-hoc      £110   —      ✓      |
+-------------------------------------------------------+

📷 Screenshot placeholder: screenshots/admin-contracts.png

Hours allowance & billing

Time entries logged against tickets can be attributed to a contract. The contract list shows hours used against hours included, and the contract detail page has a date-range billing summary: total / billable hours, hours remaining, overage, and amount due. How the amount is computed depends on the contract type — BLOCK and CONTRACT bill overage beyond the included hours, ADHOC bills all billable hours. See Billing.

There is no "Renew" action and no SLA-policy reference on contracts.

Ticket types & statuses

/admin/helpdesk/types

Define your own ticket types and the status options each type can move through. Each tenant has independent types — no global enum to fight.

+--------------------------------------------------------+
| Ticket types                              [+ New type] |
|--------------------------------------------------------|
| 🎫  Incident             • DEFAULT  4 statuses  [Edit] |
|     ├─ Open       (default)                            |
|     ├─ Investigating                                   |
|     ├─ Resolved   (counts as resolved)                 |
|     └─ Closed     (terminal)                           |
|--------------------------------------------------------|
| 🛠  Change request                4 statuses  [Edit]  |
|     ├─ Submitted   (default)                           |
|     ├─ Approved                                        |
|     ├─ Implemented (counts as resolved)                |
|     └─ Closed      (terminal)                          |
+--------------------------------------------------------+

📷 Screenshot placeholder: screenshots/admin-ticket-types.png

Type fields

Name — display label
Slug — URL-safe key auto-derived from the name
Icon + colour — chip rendered on the ticket list
Default — one per tenant; new untyped tickets fall to it
Archived — hides the type from the create-ticket dropdown while preserving historical reporting

Status fields (per type)

Name + slug + colour + sort order
Default (isDefault) — the type's default status. Exactly one per type; ticking a new one clears the previous default.
Counts as resolved (isResolved) — metadata flag marking the status as a resolved-equivalent.
Terminal (isClosed) — metadata flag marking the status as a closed-equivalent.

The isResolved / isClosed flags are descriptive metadata stored on the status. Open/closed queue membership, resolvedAt, and the SLA clock are still driven by the legacy enum status field (OPEN / IN_PROGRESS / RESOLVED / CLOSED), not by the typed status.

How types and the legacy enum interact

The platform shipped originally with a fixed OPEN | IN_PROGRESS | RESOLVED | CLOSED enum on every ticket. That enum is still the authoritative status: SLA computation, the open/closed queues, resolvedAt, and the helpdesk rules engine all read it.

A ticket type and a typed status (statusOption) are an optional extra layer. The ticket list and detail views display the typed status name + colour when one is set, falling back to the enum label otherwise. The two are stored independently — assigning a typed status does not rewrite the enum, and changing the enum does not rewrite the typed status. Keep the enum correct for anything that depends on SLA or queue membership.

Priorities

Priority is a fixed enum (LOW | MEDIUM | HIGH | URGENT) for SLA compatibility — those four values appear everywhere. Per-tenant relabeling is on the roadmap; until then use the labels as-is.

⚠️ Caution. Deleting a type or status removes the link on existing tickets (FK ON DELETE SET NULL). Tickets fall back to the legacy enum status until you reassign them. The platform refuses to delete the last type or a type's default status — archive instead.

Helpdesk rules

/admin/helpdesk/rules

The rules engine automates ticket workflows. Configuration lives on its own page — see Helpdesk rules.

Saved views

/admin/helpdesk/views

Admin-managed shared views that appear in every operator's helpdesk sidebar. Use them to surface curated queues — e.g. "Network outages" (ticket type = Incident), "VIP customers" (a specific customer), "My open work" (base view = Assigned to me).

Each saved view bundles:

Base view — one of the five built-ins (Assigned to me, SLA breached, etc.), or "— none —" for a purely filter-driven view
Status / Priority / Ticket type
Assignee / Customer / Project
Search text (free-text contains)
Sort order — lower numbers appear first in the sidebar
Shared flag — when off, the view is private (don't use this page for that; operators manage personal views from their own Account settings instead)

Slug is auto-generated from the name. The sidebar link is /helpdesk?view=<slug>.

Operators can also manage personal views at /profile/settings/views — those are only visible to the owner.

CRM settings

/admin/crm/settings

Pipeline stages — drag to reorder, edit names. Drives the deal kanban.
Custom fields — typed extra fields on companies and contacts: text, number, date, dropdown.
Default owner — the user that newly-created CRM records belong to if not specified.
Tags — the curated tag list (free-form tags also allowed).

Import contacts

/admin/crm/import

Bulk CSV import. See CRM → Importing contacts.

Permissions

The helpdesk service recognises platform roles only — there is no dedicated helpdesk-admin or billing role. "Admin" below means SUPER_ADMIN or ADMIN.

Action	Role required
View SLA policies / contracts / types / views / rules	any authenticated user
Edit SLA policies	Admin
Create / edit support contracts	Admin
Create / edit / delete ticket types & statuses	Admin
Create / edit / delete helpdesk rules	Admin
Create / edit a shared saved view	Admin
Create / edit your own personal saved view	any authenticated user

Common workflows

Tighten an SLA target

SLA policies → Edit the URGENT (or other priority) row.
Lower the response / resolution hours.
Save. New tickets at that priority pick up the tighter deadlines.

Onboard a many-customer batch

Create their CRM companies via Import.
For each, create a support contract with the right billing type.

Customise a status

Ticket types → open a type → + Add status "Awaiting parts".
Optionally tick Counts as resolved so the ticket maps to the RESOLVED legacy enum and leaves the open queues.