Alhena Helpdesk

Use Alhena's built-in helpdesk for ticket management without requiring any external integrations.

Alhena Helpdesk is a native ticketing system built directly into Alhena. It provides essential helpdesk functionality without requiring you to set up or pay for a third-party helpdesk platform.

When to Use Alhena Helpdesk

Alhena Helpdesk is ideal if you:

• Don't currently use an external helpdesk platform

• Want a simple, quick setup with no API keys or OAuth configuration

• Need basic ticket management for human handoffs

• Want AI-assisted responses for your support agents

If you already use a helpdesk platform like Zendesk, Freshdesk, or Gorgias, consider integrating with that platform instead to keep all your tickets in one place.

Setup

Enable Alhena Helpdesk

1. In Alhena, go to Settings > Integrations

2. Find Alhena Helpdesk under the Helpdesk section

3. Toggle it On

That's it - no API keys, credentials, or external configuration required.

Only one helpdesk can be enabled at a time. Enabling Alhena Helpdesk will disable any other active helpdesk.

Features

Ticket Management

When a conversation triggers a human handoff, Alhena Helpdesk automatically creates a ticket. You can:

• View all tickets in the Alhena dashboard

• Assign tickets to team members

• Track ticket status (open, pending, resolved)

• Close tickets when issues are resolved

AI Assist

AI Assist helps your agents respond faster by generating suggested responses based on the conversation context and your knowledge base. Agents can:

• View AI-generated response suggestions

• Edit suggestions before sending

• Use suggestions as a starting point for their reply

Supported Channels

Alhena Helpdesk works with tickets from:

• Website - Conversations from your chat widget

• Email - Incoming email support requests

Human Transfer Hours

Alhena Helpdesk respects your configured human transfer hours. When agents are unavailable, customers are informed and tickets are queued for when your team is back online.

Managing Tickets

Viewing Tickets

Access your tickets from the Alhena dashboard. Tickets show:

• Customer information

• Full conversation history

• Current status and assignee

• AI Assist suggestions (when available)

Assigning Tickets

Assign tickets to specific team members based on expertise or workload. Team members receive notifications when tickets are assigned to them.

Closing Tickets

Mark tickets as resolved when the customer's issue is addressed. Closed tickets remain accessible in your ticket history for reference.