VAST HELPDESK — Tickets commands 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. How to run: one terminal line per command, starting with "$ ". Replace example values with real ones. Common tasks: - A ticket arrives: the person who has it gets the client, the request, the brain's summary and what to do first. Take it if nobody has it: take A7F3 - Answer the client (they receive it in their chat; the help desk stays quiet there, and whatever the client writes back is shown to you): reply to A7F3: Can you send a photo of the display? - Finished: say what you did. The client is told it is closed, and is offered your note if they have heard nothing else: A7F3 closed: replaced the fuse, tested for an hour - Waiting for something (a part, a supplier): put it on hold, optionally with a date to be reminded. The client is told: A7F3 on hold for 2 days: waiting for the spare part resume A7F3 - Not yours: send it back. It goes to a dispatcher with your reason, who assigns it to someone else: return A7F3: this is a billing question - Dispatcher: give a ticket to a person, or to whoever has the least open tickets: assign A7F3 to Hadi assign A7F3 auto ticket queue - Change how urgent it is, leave a note for colleagues (the client never sees it), look at a ticket, or reopen a closed one: priority of A7F3 urgent note on A7F3: the client is a repeat customer ticket A7F3 reopen A7F3 - Let the brain draft the answer from the ticket and the business documents. Nothing is sent until you say yes: suggest a reply for A7F3 - See your own tickets, and tell the help desk when you are not available (tickets are then not given to you automatically): my tickets I'm away I'm back All commands: $ tickets this week Tickets this week. Reads only. Details: client name (optional). Also: "tickets for Acme". $ reply to A7F3: we fixed it, please try again Reply to a client ticket. Changes something. Form: reply to A7F3: Details: ticket code, text. $ take A7F3 Take a ticket (you will handle it). Changes something. Form: take Details: ticket code. Also: "i'll handle A7F3". $ close ticket A7F3 Close a ticket (with what you did). Changes something. Form: close ticket Details: ticket code, text (optional). Also: "A7F3 closed: replaced the fuse, client informed", "A7F3 solved". $ A7F3 on hold: waiting for the spare part Put a ticket on hold (waiting for something). Changes something. Form: on hold: Details: ticket code, until (a date or a time) (optional), text (optional). Also: "hold A7F3 for 2 days: client is travelling", "hold ticket A7F3 until friday". $ resume A7F3 Resume a ticket that was on hold. Changes something. Form: resume Details: ticket code. Also: "A7F3 is back". $ return A7F3: this is a billing question Send a ticket back to the admin to give to someone else. Changes something. Form: return A7F3: Details: ticket code, text (optional). Also: "A7F3 back to admin: not my area", "A7F3 is not mine". $ assign A7F3 to Hadi Assign a ticket to a staff member (dispatchers). Changes something. Form: assign to Details: ticket code, person or people (optional). Also: "assign A7F3 auto", "reassign A7F3 to Sara". $ priority of A7F3 urgent Set the priority of a ticket. Changes something. Form: priority of Details: ticket code, priority (urgent, high, normal or low). Also: "A7F3 high". $ reopen A7F3 Reopen a closed ticket. Changes something. Form: reopen Details: ticket code. $ note on A7F3: the client is the CEO Add an internal note to a ticket. Changes something. Form: note on A7F3: Details: ticket code, text. Also: "add a note on ticket A7F3: called twice, no answer". $ ticket A7F3 Show a ticket: the client, the request, the summary and the history. Changes something. Form: ticket Details: ticket code. Also: "show ticket A7F3". $ list tickets List tickets (open, new, overdue, on hold, waiting, closed today; of a client, a business or a staff member). Reads only. Details: which ones (optional), filter (optional). Also: "list tickets of Acme", "overdue tickets". $ find ticket about printer Find tickets about something. Reads only. Form: find ticket about Details: text. Also: "search tickets for invoice". $ open a ticket for Acme: the printer on the 2nd floor is broken Open a ticket for a client yourself. Changes something. Form: open a ticket for Acme: Details: client name, text. $ rename ticket A7F3: printer on the 2nd floor Change the subject of a ticket. Changes something. Form: rename ticket A7F3: Details: ticket code, text. $ close all tickets Close several tickets at once (all, or of a client, on hold, older than N days…). Changes something. Details: which ones (optional), filter (optional). Also: "close all tickets of Acme", "close all tickets on hold". $ reopen the tickets I just closed Reopen the tickets I just closed at once. Changes something. Also: "undo the bulk close". $ my tickets List my open tickets. Changes something. $ ticket queue List the tickets waiting to be assigned. Changes something. Also: "unassigned tickets". $ suggest a reply for A7F3 Ask the brain to draft a reply to the client (you confirm before it is sent). Changes something. Form: suggest a reply for Details: ticket code. Also: "draft reply to A7F3". $ away Mark myself as away (no automatic tickets). Changes something. Also: "I'm off duty". $ I'm back Mark myself as available again. Changes something. Also: "available". $ mark Hadi away Mark a staff member away (no automatic tickets). Changes something. Form: mark away Details: person or people. Also: "set Sara as away". $ mark Hadi back Mark a staff member available again. Changes something. Form: mark back Details: person or people. Also: "set Sara as available". $ give Acme 2 more tickets this week Give a client extra tickets. Changes something. Form: give more tickets this week Details: client name, number. $ make Hadi a dispatcher Make a staff member a dispatcher (or not). Changes something. Form: make a dispatcher Details: person or people, on or off (optional). Also: "dispatcher Hadi off", "Hadi is not a dispatcher". $ ticket settings Show the ticket settings (who gets tickets, due times, auto-close). Reads only. Also: "due times". $ set ticket dispatch to auto Set who gets IT tickets (claim, auto or admin). Changes something. Form: set ticket dispatch to Details: mode. Also: "set dispatch to claim". $ set urgent reply time to 10 minutes Set a due time for a priority (next reply or resolution). Changes something. Form: set time to Details: priority (urgent, high, normal or low), next reply or resolution, number, minutes, hours or days (optional). Also: "set low resolve time to 3 days". $ auto close after 3 days Close tickets waiting for the client after some days (0 = never). Changes something. Form: auto close after days Details: number. Also: "set auto-close to 0 days". $ set follow-up window to 10 days Set the follow-up window (days). Changes something. Form: set follow-up window to days Details: number. $ turn off ai triage Turn AI triage of new tickets on or off. Changes something. Form: turn ai triage Details: on or off. Also: "ai triage on".