The Helpdesk — and why it’s a different queue from Service Management
Customer Success runs its own Tier-1 support queue, the Helpdesk, at Customer Success → Helpdesk. This is deliberately a separate system from Service Management’s ticket queue — they’re two different tables behind the scenes, they’re reached from two different apps, and they’re used for two different kinds of work.
| CS Helpdesk | Service Management tickets | |
|---|---|---|
| Where | Customer Success → Helpdesk | Service Management → Tickets |
| Typical use | General customer support requests — questions, issues, “how do I…” | Formal service engagements that need contracts, billable time, or SLA-backed delivery |
| Billing | Not billed directly | Can roll into Service Management’s billing (timesheets → invoice) |
| Moves to the other queue via | — | A Helpdesk ticket can be promoted to Service Management when it needs to become a formal, billable engagement |
Because they’re separate queues, resolving one doesn’t touch the other, and a report built for one won’t show the other’s volume. If a Helpdesk conversation turns out to need a service contract, billable time, or a formal SLA-backed engagement, promote it — that creates the linked Service Management ticket and keeps a trail back to where it started.
Create or receive a ticket
Go to Customer Success → Helpdesk and open a ticket, or let one arrive from a connected email channel.
Resolve a helpdesk ticket
Assign yourself (or an agent), respond, and progress the ticket’s status. If it’s a straightforward support request, work it to resolution here — there’s no need to involve Service Management.
Promote when it becomes formal work
If the request needs a contract, billable hours, or SLA-backed delivery, promote the ticket. This creates the corresponding record in Service Management and links back to the original Helpdesk ticket, so nothing about the original conversation is lost.