Helpdesk

Service desk and customer portal

53 articles in 5 sectionsStart reading

Getting started

What Helpdesk is, the roles on a desk, how to read these articles, and what changed in this release.

• Welcome to HelpdeskWhat Juvaro Helpdesk does, and which articles to read for your job.
• Roles and designationsThe three Helpdesk roles, the two designations on top of them, and how customers sign in.
• How to read these articlesThe labels, menu paths and markers used throughout the Helpdesk articles.
• What changed in the October 2026 releaseNewEverything new for Helpdesk users in the October 2026 release, with links to the details.

Administrators

For Application Administrators and Tenant Admins: access, mail, flows, SLA, automation, the portal and every setting.

• Access and rolesUpdatedGrant Helpdesk roles, see who is on the desk, and give the Manager and Billing designations.
• Where the settings areApplication Management's four groups and the sub-tabs inside each.
• Service desk modeUpdatedChoose between Service provider and Internal service desk, and decide what happens to mail from unknown senders.
• Customers, contacts and domainsUpdatedSet up customer companies, their contacts and email domains, account roles and lifecycle checklists.
• Mail through the Integration HubUpdatedConnect shared mailboxes, see how incoming mail becomes tickets, and set up the ticket received mail.
• Ticket types, flows and statusesUpdatedBuild the workflow a ticket follows: statuses, flows, entry points and who approves a move.
• Categories, priorities, tags and queuesThe lists that sort tickets, plus sub-ticket templates and deleted tickets.
• SLA targetsUpdatedCreate business-hours calendars and SLA policies, and set the order in which policies match.
• Automation rulesUpdatedRules that act on a ticket when something happens or a timer runs out, including copying people on the ticket (CC).
• NotificationsUpdatedWhere in-app and email notifications come from, and the personal preferences behind them.
• Request formsUpdatedPublish ticket types on the portal and design the questions customers answer, including conditional ones.
• Knowledge audiencesDecide who can read each knowledge article: staff, signed-in customers or anyone.
• Recurring plans and the PlannerUpdatedPlans that raise their own tickets on a schedule, and the settings the Planner works from.
• Time settingsUpdatedWhere time registration, rates, locking and time approvals are set, and the rules that hold on every desk.
• ReportsWhat administrators can do in the report Builder, including delivery by email.
• Customer portal setupUpdatedSet up the self-service portal and ticket links, and check everything before customers arrive.
• Defaults at a glanceUpdatedWhat a new desk starts with, and who changes each setting.
• Features Juvaro switches onUpdatedFeatures Juvaro switches on for your workspace, and what you notice if one is not switched on.

Agents

For technicians: the ticket list, replies, CC, notes, approvals, timers, Unmatched email and the Planner.

• Find your way aroundUpdatedSign in, learn the side menu and top bar, search from any page and set up your Dashboard.
• Use the ticket listUpdatedRead, sort, filter and page through tickets, and use the team's queues.
• Create a ticketUpdatedRaise a ticket on a customer's behalf from the New support ticket form.
• Work a ticketUpdatedRename a ticket, change its details, move it through the flow, and link or cancel it.
• Reply or write an internal noteUpdatedAnswer the customer, comment, write and edit internal notes, and read the conversation.
• Copy people on a ticket (CC)NewKeep the requester's colleagues in the loop with a CC list, and know what they receive.
• What your customer sees in a replyNewThe sign-off, the quoted earlier message and the link Helpdesk adds to every reply mail.
• Tables in the editorNewInsert and shape tables in any desk editor, and see how they look in mail and the portal.
• Approve a ticket or a moveUpdatedSign off a ticket, decide approval requests, and see how approvers are notified and reminded.
• Register timeUpdatedRegister time on a ticket, also at 0:00 invoiced, run and pause timers, and handle confirmations and approvals.
• Handle Unmatched emailUpdatedTurn mail from unknown senders into tickets, with or without adding a contact.
• Use the PlannerSee and plan work per day, week or month, in a table or on a timeline.
• Use the knowledge baseUpdatedFind articles on a ticket, search the knowledge base and write new articles.
• Run reports and read BillingThe reports, Billing figures and customer pages every agent can read.
• Follow notificationsUpdatedWhat the bell tells you about, and how to clear it.
• Profile and languageUpdatedYour profile menu, your language, and keyboard shortcuts that save time.

Billing

For billing staff: from registered time to invoice, with rates, approvals, prepaid hours and the monthly routine.

• Billing conceptsUpdatedTime entries and their states, rates and currencies, and prepaid hours in one place.
• Who may do whatUpdatedWhich roles and designations can read, lock, bill and manage customer money.
• Setting up billingSwitch time and cost on, build the rate catalogue, and set up each customer.
• The life of a time entryUpdatedFrom registration through confirmation and approval to locked and billed.
• Time approvalsUpdatedRules that make time entries need a confirmation or an approval, and how to edit them.
• Prepaid hoursUpdatedGrant, read, void and adjust credit blocks, and how expiry and write-off work.
• The Billing pageUpdatedRead registered time by customer or technician, then lock, bill, unlock and export.
• The monthly routineA step-by-step checklist for closing a month of time.

Customers

For the people your desk supports: signing in with a code, raising requests, replying and reading guides.

• Ways to reach your support teamUpdatedThe portal, a ticket link in an email, or a plain email: three ways to get help.
• Signing in with a codeSign in to the support portal with a one-time code, and see what the home page shows.
• Raising a requestUpdatedSend a request from the portal, with or without signing in, and what you get back.
• Following and replyingUpdatedFollow your requests, including ones you are copied on, and reply from the portal.
• Emails and the ticket link pageUpdatedThe emails your support team sends, how to answer them, and the page a ticket link opens.
• Reading guidesFind and read the guides your support team has written for you.
• LanguagesUpdatedWhich languages the portal, the emails and the reply sign-off use.