VAST HELPDESK — Tickets commands (explained) How requests that need a person are handled. A ticket is opened when the assistant cannot answer, an action fails, the client asks for a person, or a client says it is not solved. LIFE CYCLE: new (nobody has it yet) -> active (assigned, being worked on) -> pending (waiting for the client) or hold (waiting for something else) -> closed. A client who writes again brings a pending ticket back to active. PRIORITY: urgent, high, normal or low, set from the words (smoke, down, cannot log in...) and by the brain, or by staff. Each has a time for the next reply and a time to resolve (Settings -> Tickets); late tickets are reminded to whoever has them, then to the dispatchers, then to the owner. WHO GETS IT: per business (and for IT requests in Settings): automatic = the available person with the least open tickets; alert all = the first to take it owns it; a dispatcher decides. Staff who are away are skipped. A person who sends a ticket back (return) hands it to a dispatcher, who gives it to someone else: it is never reassigned automatically. Staff reply to the help desk with the ticket number; the client is told when it is assigned, put on hold, and closed, and can ask for the status of the ticket at any time. A ticket waiting for the client closes by itself after a few days; a client who writes again within a week of a closed ticket gets a follow-up linked to it, given to the same person. ### Tickets this week Type it like: $ tickets this week What it does: Tickets this week Fill in: - cname (client name) — optional Who: admin, owner. It only reads (safe), and runs without confirmation (it only reads). Other ways to say it: "tickets for Acme". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Reply to a client ticket Type it like: $ reply to A7F3: we fixed it, please try again Form: reply to A7F3: What it does: Your text is relayed to the client by the router as written. The router then stays quiet in that chat for a while (handoff). Fill in: - tid (ticket code) - text (text) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Take a ticket (you will handle it) Type it like: $ take A7F3 Form: take What it does: Take a ticket (you will handle it) Fill in: - tid (ticket code) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "i'll handle A7F3". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Close a ticket (with what you did) Type it like: $ close ticket A7F3 Form: close ticket What it does: Say what you did after a colon: it is saved with the ticket (the client is not shown it unless you choose to send it). The client is told the ticket is closed. Closing a ticket nobody owns takes it. Fill in: - tid (ticket code) - text (text) — optional Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "A7F3 closed: replaced the fuse, client informed", "A7F3 solved". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Put a ticket on hold (waiting for something) Type it like: $ A7F3 on hold: waiting for the spare part Form: on hold: What it does: The clocks stop and the client is told it is on hold. Say for how long (for 2 days, until friday, until 2026-10-05) and you are reminded then; without a date, resume it yourself. Fill in: - tid (ticket code) - until (until (a date or a time)) — optional - text (text) — optional Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "hold A7F3 for 2 days: client is travelling", "hold ticket A7F3 until friday". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Resume a ticket that was on hold Type it like: $ resume A7F3 Form: resume What it does: Resume a ticket that was on hold Fill in: - tid (ticket code) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "A7F3 is back". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Send a ticket back to the admin to give to someone else Type it like: $ return A7F3: this is a billing question Form: return A7F3: What it does: The ticket goes back to the dispatcher (or the owner), with your reason, to be given to another person. It is never reassigned automatically. Fill in: - tid (ticket code) - text (text) — optional Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "A7F3 back to admin: not my area", "A7F3 is not mine". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Assign a ticket to a staff member (dispatchers) Type it like: $ assign A7F3 to Hadi Form: assign to What it does: Only the owner and staff marked as dispatchers. "auto" picks the available person with the least open tickets. The person is told; so is the client, the first time. Fill in: - tid (ticket code) - who (person or people) — optional Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "assign A7F3 auto", "reassign A7F3 to Sara". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Set the priority of a ticket Type it like: $ priority of A7F3 urgent Form: priority of What it does: urgent, high, normal or low. The due times follow the priority (set in Settings → Tickets). Fill in: - tid (ticket code) - prio (priority (urgent, high, normal or low)) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "A7F3 high". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Reopen a closed ticket Type it like: $ reopen A7F3 Form: reopen What it does: Reopen a closed ticket Fill in: - tid (ticket code) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Add an internal note to a ticket Type it like: $ note on A7F3: the client is the CEO Form: note on A7F3: What it does: Internal: the client never sees it. It stays in the history. Fill in: - tid (ticket code) - text (text) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "add a note on ticket A7F3: called twice, no answer". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Show a ticket: the client, the request, the summary and the history Type it like: $ ticket A7F3 Form: ticket What it does: Show a ticket: the client, the request, the summary and the history Fill in: - tid (ticket code) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "show ticket A7F3". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### List tickets (open, new, overdue, on hold, waiting, closed today; of a client, a business or a staff member) Type it like: $ list tickets What it does: Open tickets by default. Narrow it: new, on hold, waiting (for the client), in progress, overdue, urgent/high, closed (today), older than N days; of a client, of business X, or assigned to a staff member. Dispatchers and the owner see all; others their own and their queue's. Fill in: - pre (which ones) — optional - filter (filter) — optional Who: admin, owner. It only reads (safe), and runs without confirmation (it only reads). Other ways to say it: "list tickets of Acme", "overdue tickets". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Find tickets about something Type it like: $ find ticket about printer Form: find ticket about What it does: Searches the subject, summary, the request, the client and who has it, in open and closed tickets. Fill in: - text (text) Who: admin, owner. It only reads (safe), and runs without confirmation (it only reads). Other ways to say it: "search tickets for invoice". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Open a ticket for a client yourself Type it like: $ open a ticket for Acme: the printer on the 2nd floor is broken Form: open a ticket for Acme: What it does: For a request that came by phone or email. The ticket goes to the queue (or the business's staff) like any other; it does not use the client's weekly tickets and the client is not messaged. Fill in: - cname (client name) - text (text) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Change the subject of a ticket Type it like: $ rename ticket A7F3: printer on the 2nd floor Form: rename ticket A7F3: What it does: Change the subject of a ticket Fill in: - tid (ticket code) - text (text) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Close several tickets at once (all, or of a client, on hold, older than N days…) Type it like: $ close all tickets What it does: Owner and dispatchers. You see how many and which, then say yes. The clients are not messaged (so a big clean-up never floods them). Undo within 24 hours: "reopen the tickets I just closed". Fill in: - pre (which ones) — optional - filter (filter) — optional Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "close all tickets of Acme", "close all tickets on hold". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Reopen the tickets I just closed at once Type it like: $ reopen the tickets I just closed What it does: Reopen the tickets I just closed at once Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "undo the bulk close". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### List my open tickets Type it like: $ my tickets What it does: List my open tickets Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### List the tickets waiting to be assigned Type it like: $ ticket queue What it does: List the tickets waiting to be assigned Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "unassigned tickets". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Ask the brain to draft a reply to the client (you confirm before it is sent) Type it like: $ suggest a reply for A7F3 Form: suggest a reply for What it does: The brain writes a draft from the ticket, the conversation and the business docs, and lists nothing it does not know. Nothing is sent until you say yes. Fill in: - tid (ticket code) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "draft reply to A7F3". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Mark myself as away (no automatic tickets) Type it like: $ away What it does: Mark myself as away (no automatic tickets) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "I'm off duty". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Mark myself as available again Type it like: $ I'm back What it does: Mark myself as available again Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "available". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Mark a staff member away (no automatic tickets) Type it like: $ mark Hadi away Form: mark away What it does: For the owner and dispatchers: someone is off and cannot say it themselves. Tickets are then not given to them automatically; their open tickets stay theirs. Fill in: - who (person or people) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "set Sara as away". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Mark a staff member available again Type it like: $ mark Hadi back Form: mark back What it does: Mark a staff member available again Fill in: - who (person or people) Who: admin, owner. It only reads (safe), and shown for a yes before it runs. Other ways to say it: "set Sara as available". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Give a client extra tickets Type it like: $ give Acme 2 more tickets this week Form: give more tickets this week What it does: Sanity limit: a grant above 10 tickets is refused unless you repeat it with "confirm". Fill in: - cname (client name) - num (number) Who: owner. It only reads (safe), and shown for a yes before it runs. Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Make a staff member a dispatcher (or not) Type it like: $ make Hadi a dispatcher Form: make a dispatcher What it does: A dispatcher may assign tickets ("assign A7F3 to Sara") and receives the tickets nobody could take or that a person sent back. The owner always is one. Fill in: - who (person or people) - switch (on or off) — optional Who: owner. It only reads (safe), and shown for a yes before it runs; changes the help desk itself (owner console). Other ways to say it: "dispatcher Hadi off", "Hadi is not a dispatcher". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Show the ticket settings (who gets tickets, due times, auto-close) Type it like: $ ticket settings What it does: Show the ticket settings (who gets tickets, due times, auto-close) Who: owner. It only reads (safe), and runs without confirmation (it only reads); changes the help desk itself (owner console). Other ways to say it: "due times". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Set who gets IT tickets (claim, auto or admin) Type it like: $ set ticket dispatch to auto Form: set ticket dispatch to What it does: claim: every staff member is told and the first to take it owns it. auto: the available person with the least open tickets. admin: a dispatcher assigns it. Each business has its own (set business dispatch of …). Fill in: - mode (mode) Who: owner. It only reads (safe), and shown for a yes before it runs; changes the help desk itself (owner console). Other ways to say it: "set dispatch to claim". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Set a due time for a priority (next reply or resolution) Type it like: $ set urgent reply time to 10 minutes Form: set time to What it does: Minutes unless you say hours or days. Late tickets are reminded to whoever has them, then the dispatchers (twice the time), then the owner (four times). Fill in: - prio (priority (urgent, high, normal or low)) - kind (next reply or resolution) - num (number) - unit (minutes, hours or days) — optional Who: owner. It only reads (safe), and shown for a yes before it runs; changes the help desk itself (owner console). Other ways to say it: "set low resolve time to 3 days". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Close tickets waiting for the client after some days (0 = never) Type it like: $ auto close after 3 days Form: auto close after days What it does: Close tickets waiting for the client after some days (0 = never) Fill in: - num (number) Who: owner. It only reads (safe), and shown for a yes before it runs; changes the help desk itself (owner console). Other ways to say it: "set auto-close to 0 days". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Set the follow-up window (days) Type it like: $ set follow-up window to 10 days Form: set follow-up window to days What it does: A client who writes again within this time after a closed ticket gets a follow-up linked to it, given to the same person. Fill in: - num (number) Who: owner. It only reads (safe), and shown for a yes before it runs; changes the help desk itself (owner console). Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left. ### Turn AI triage of new tickets on or off Type it like: $ turn off ai triage Form: turn ai triage What it does: On: a brain sets the subject, priority, summary and first step of each new ticket. Off: simple rules do it. Fill in: - switch (on or off) Who: owner. It only reads (safe), and shown for a yes before it runs; changes the help desk itself (owner console). Other ways to say it: "ai triage on". Related: $ Hello · $ thanks · $ help · $ how many tickets do I have left.