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InfoEmu Docs

Run a help desk

Your forum includes a help desk: a ticketing system layered on top of the forum, so support requests become tracked tickets with status, priority, assignment, and private internal notes.

How members raise tickets

Section titled “How members raise tickets”

Members open the help desk from the forum, see My tickets, and can create a New ticket or reply to an existing one. Each ticket is a private conversation between the member and your support staff.

Work the queue

Section titled “Work the queue”

Staff with help-desk access get a ticket queue in the management area:

  1. Open Tickets. Filter by status, category, or assigned to me.
  2. Open a ticket to read it and respond. You can post either:
    • a public reply the member sees (and is emailed, if the email channel is on), or
    • an internal note visible only to staff.
  3. Triage the ticket — set its status and priority.
  4. Assign it to yourself (or reassign it) so nothing falls through.

Escalate a forum topic

Section titled “Escalate a forum topic”

A moderator can turn a public forum topic into a ticket with Escalate — useful when a thread becomes a support case that needs tracking and follow-up. Escalation is idempotent, so escalating the same topic twice won’t create duplicates.

Categories, agents, and reports

Section titled “Categories, agents, and reports”

Over the API (and in the management area) you can organise the help desk with categories, manage agents and their assignments and workload, and pull reports — dashboards covering tickets, agents, categories, SLA, and trends. See APIs, tokens & MCP for the help-desk API.

Email intake (shared inbox)

Section titled “Email intake (shared inbox)”

On Business, incoming email to your support address becomes a ticket automatically, and public agent replies are emailed back to the requester — turning the help desk into a shared inbox. Wiring this up (a mail provider such as Mailgun or Postmark, a support address, and an inbound secret) is an operator task: see Connect a support inbox.

AI draft replies

Section titled “AI draft replies”

Also on Business, and off by default, an agent can request an AI-drafted reply to a ticket. It only ever produces a draft for a human to review and send — InfoEmu never sends AI replies automatically. It requires your own Anthropic API key. See Run InfoEmu with AI agents.