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Silux Connect
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Tickets

Built-in help desk: create, assign, prioritise, comment on, merge and resolve tickets, and start a remote session from one.

Where: /ticketsWho: Workspace owners and admins
On this page

The ticket list

Counters for Open, Overdue, Breaching SLA and Total. Search with Search by subject, ID, requester..., filter by All statuses (Open, Pending, On hold, Resolved, Closed), All priorities (Low, Normal, High, Urgent) and Tag. Columns: Subject, Status, Priority, Assignee, SLA, Updated.

Create a ticket

  1. Press New ticket.
  2. Enter Subject, Description, Priority and optionally Device ID (optional).
  3. Press Create ticket (“Ticket created”).

Working a ticket

Conversation
Write in Write a comment (markdown supported)..., tick Internal note to hide it from the requester, press Post.
Properties
Change Status and Priority; set Assignee (user ID or email).
Start session
Opens a remote session to the ticket’s device.
Resolve / Reopen
Close or reopen the ticket.
Merge
Enter a Target ticket ID and Confirm merge.
Event log
Every change, with who and when.

Related help

Knowledge Base
Write articles, runbooks and FAQs for your team; published articles also help the assistant answer.
Time tracking
Billable hours, timers and per-technician roll-ups across the week, with approval and per-client totals.
Integrations
Connect Slack, Microsoft Teams, Jira, ServiceNow, Freshservice, Zendesk, PagerDuty, Stripe, QuickBooks, Xero, Microsoft 365 and Google Workspace.