Helpdesk

Customer problems and requests as numbered tickets, each with someone in charge, deadlines to answer and to solve, replies by email and internal notes.

Getting started

Helpdesk is an add-on module. Your account owner adds it from Settings, then Modules.

1. Open Helpdesk, then Helpdesk settings. Check the Ticket prefix, your Categories and the Deadlines for each priority. Only an admin sees this page.
2. Press New ticket whenever a customer calls, emails, sends a WhatsApp or walks in.
3. Open the ticket, reply to the customer, and set it to Solved when the problem is fixed.

To open and answer tickets, your role needs to be able to enter documents. Everyone who can see the Helpdesk can read tickets.

How to

Open a ticket

1. Open Helpdesk and press New ticket.
2. Choose the Customer, or leave it on Not a saved customer and type the Person asking.
3. Check the Email and Phone. Replies are emailed to this address. Choosing a customer fills them in for you.
4. Type the Subject and, in What they said, the problem in their words.
5. Choose the Priority, the Category, how it Came in by and who is In charge.
6. Press Open ticket. It gets the next number, such as HD-0042.

The deadlines to answer and to solve are set from the priority. If you give the ticket to someone else, they are told in their notifications.

Reply to the customer

1. Open the ticket.
2. Type your reply under Reply to the customer.
3. Leave Email it to the customer ticked to send it by email. The email comes from your company name, with the ticket number in the subject.
4. Under Then, choose Waiting on customer, Keep open or Solved.
5. Press Send reply.

The first reply counts as the answer for the deadline. A ticket with nobody in charge is given to the person who replies.

Add a note or what the customer said

1. Open the ticket and go to Add a note.
2. Choose Internal note for something only your team should see, or Customer said for what they told you on the phone, on WhatsApp or in person.
3. Press Add.

A Customer said note on a ticket that is waiting on the customer, or solved, opens it again.

Change the priority or who is in charge

1. Open the ticket.
2. In the Ticket box, change the Status, Priority, Category or In charge.
3. Press Save.

Changing the priority sets new deadlines, counted from when the ticket was opened.

Find late tickets

1. Open Helpdesk. The Dashboard lists late tickets and those due in the next 8 hours.
2. Press Late, Nobody in charge or Open tickets to see the full list.
3. On Tickets, use Show, Priority, Category and Search to narrow the list.

Settings

• Ticket prefix: the letters in front of each ticket number, such as HD.
• Categories: one per line. You choose one on each ticket and can filter and count by them.
• Deadlines: for each priority, the hours to answer and the hours to solve. Leave a box empty for no deadline. Hours run around the clock, including nights and weekends.

Questions

Is a ticket late while we wait for the customer?

No. A ticket on Waiting on customer is not shown as late. The deadline itself does not move, so when the customer answers and the ticket opens again, it counts again.

Do customers get an email when I open a ticket?

No. Only replies you send with Email it to the customer ticked are emailed.

Help guides

• Getting started: Sign up, set up your company with its TIN and VRN, choose your modules, invite your team and get Mifumo on your phone.
• Team, roles and permissions: Add users, give each one a role per company, build your own roles with the permission grid, work together with mentions, and import or export spreadsheets.
• Approvals: Maker-checker on the documents you choose. People who can't approve submit, an approver posts or sends back with a reason, and nothing reaches the books before approval.
• Sign-in and security: Passwords, passkeys, two-step sign-in with an authenticator app, a text message or email, recovery codes, requiring two-step sign-in for everyone, and staying signed in.
• Group of companies: Run several companies under one login, give people a group role in every company, record intercompany entries once, and read consolidated reports with intercompany balances taken out.
• Accounting: Your books in one place. Invoices, receipts, bills, expenses, banking, journals, VAT returns and financial statements, all posting to one double-entry ledger in TSh.
• Inventory: Stock products, warehouses, adjustments, transfers and stock counts with a barcode scanner, landed cost on imports, purchase and sales orders, the point of sale till, and stock reports.
• HR and payroll: Employees, monthly payroll with PAYE, NSSF, SDL, WCF and HESLB worked out for you, payslips, salary advances, per diem, leave, staff attendance by phone with GPS or QR, a shift roster, and final dues for leavers.
• CRM: Leads, a drag-and-drop pipeline of deals, follow-ups, quotes from deals, a full customer timeline, SMS and email campaigns, and your own mailbox synced in.
• Asset management: Keep a fixed asset register, charge depreciation, track who has each asset, and record disposals with the right journal entries.
• Project management: Projects with their team, tasks, board and timeline, time logged on timesheets, milestone and time invoices, and the margin of every project.
• FTTx projects: Track fibre roll-out purchase orders from your clients, the work you pass to subcontractors, and the money in and out on each PO.
• Transport jobs: Record each cargo trip with its trucks, drivers and deliveries, attach the proof of delivery, see the margin on every delivery, and turn the job into an invoice.
• Construction: Run each building contract with its bill of quantities, interim payment certificates, advances, retention, completion certificates and site costs.
• Manufacturing: Write recipes for what you make, plan production runs, issue materials from stock and put finished goods into stock at what they really cost.
• Pharmacy: Counter dispensing with patient and prescription details, medicines with TMDA numbers, first-expiry-first-out batches, expiry write-offs and the prescription register.
• Motor vehicles: Sell imported vehicles from proforma to invoice, complete and approve the internal Sale Sheet, take instalment payments, and pay sales commissions.
• Property management: Properties and units, tenants, leases and rent billed as invoices, arrears, repairs and statements for owners you manage for.
• Law firm: Matters and case management (stages, parties, tasks, documents), time and costs, billing a matter in one step, the client (trust) account kept matter by matter, a court diary with reminders, the conflict check log and the advocate compliance register.
• Livestock: A register of every animal or batch of birds, with health records, withdrawal periods, breeding and births, milk and eggs, and sales invoiced to the buyer.
• Helpdesk: Customer problems and requests as numbered tickets, each with someone in charge, deadlines to answer and to solve, replies by email and internal notes.
• Mining: Run each mine as a project, record the money it receives, see spending against those funds, and get a profit and loss for every mine and for the company.
• Field Service: Jobs your technicians do at the customer's site, each with a time slot, a checklist, the parts used from stock, the hours worked, the customer's signature on the phone, and an invoice from the job.
• Hospital: Patients, appointments and the queue from triage to the doctor, the lab, the pharmacy and the cashier. Wards with admissions, bed days and deposits, the theatre list and imaging. Bills split between the patient and their insurer, with claims and reports. The Pharmacy module is included.
• Sign: Send a contract, lease or offer letter to be signed by link, on a phone or computer, and keep the signed copy with a record of who signed, when and from where.
• Event ticketing: Set up an event with its ticket types, publish it after paying a one-off fee, and sell tickets from your own sale page. Buyers pay you by Lipa Namba or online, and get QR tickets by SMS and email. Ticket money goes straight to you, never to Mifumo.