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Help Desk

The Help Desk is an internal support ticketing system for your practice. Staff can create tickets to track and resolve client issues, escalate problems, and maintain a record of all support interactions.

Feature Availability

The Help Desk is available on Team tier and above. :::

Overview​

The Help Desk provides a centralised view of all support tickets across your practice. It is designed for internal staff use -- practitioners, managers, and supervisors create and manage tickets on behalf of clients.

Creating a Ticket​

  1. Navigate to Practice > Help Desk in the sidebar
  2. Click New Ticket
  3. Fill in the ticket details:
    • Client -- select the client this ticket relates to
    • Subject -- brief summary of the issue
    • Description -- detailed description of the problem
    • Category -- General, Appointments, Billing, Technical, Documents, Telehealth, or Privacy
    • Priority -- Low, Medium, High, or Urgent
  4. Click Create Ticket

Managing Tickets​

Status Workflow​

StatusMeaning
OpenNew ticket, awaiting assignment
In ProgressBeing actively worked on
WaitingAwaiting client response or information
ResolvedIssue has been resolved
ClosedTicket finalised and archived

Filtering​

Use the filter tabs to view tickets by status:

  • All -- every ticket
  • Open -- new and unassigned
  • In Progress -- currently being handled
  • Waiting -- awaiting client response
  • Resolved -- completed tickets

Assignment​

  • My Tickets -- filter to show only tickets assigned to you
  • Unassigned -- filter to show tickets that need an owner

Escalation​

Tickets can be escalated to the Praxi ops team if they require platform-level support. Escalated tickets display an "Escalated" badge and are linked to the ops portal for tracking.

Ticket Stats​

The Help Desk dashboard shows quick stats at the top of the page:

  • Open -- total open tickets
  • Mine -- tickets assigned to you
  • Unassigned -- tickets that need an owner
  • Urgent -- high-priority tickets requiring attention

Comments​

Each ticket has a conversation thread where staff can add:

  • Public replies -- visible to anyone viewing the ticket
  • Internal notes -- visible only to staff (not shown to clients)

Adding a Comment​

  1. Open the ticket
  2. Type your message in the comment box
  3. Choose Public Reply or Internal Note
  4. Click Send

Resolving Tickets​

  1. Open the ticket
  2. Click Resolve
  3. Enter a resolution summary describing how the issue was addressed
  4. The ticket status changes to Resolved

Ticket Details​

Click any ticket to view its full details, including:

  • Complete conversation history
  • Status changes and timestamps
  • Assignment history
  • Linked ops ticket (if escalated)

Use the search bar to find tickets by subject, client name, or ticket number.

Who can use the Help Desk​

All staff members — including practitioners, receptionists, and interns — can create and update tickets for their own clients and view those tickets. Practice owners and practice managers can assign tickets to other staff members, triage the full ticket queue, and escalate tickets to the Praxi ops team when platform-level support is needed.

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