---
title: 'Helpdesk'
description: 'Controls how support emails are converted into tickets for each organization and handled with automatic replies.'
search:
  tags: ['organizations', 'organisation-helpdesk']
---
In the **Settings → Helpdesk Settings** area within an organization, you can define how incoming support emails for this organization are handled. The settings allow**individual control of ticket behavior, independent from the workspace’s global helpdesk defaults**.

For the global helpdesk defaults of the workspace: [Helpdesk](/administration/workspace-settings/helpdesk)

![Leadtime interface](/images/help-center/organizations/organisation-helpdesk-01.png)

The helpdesk settings define how emails from customers are automatically turned into tickets, which fields are pre-filled and if automatic replies should be sent.

### Use Case

Organization-specific helpdesk rules make sense if you want to provide a customer with a **dedicated helpdesk mailbox** or **define your own contacts or processes for certain customers**.

---

## General Fields

![Leadtime interface](/images/help-center/organizations/organisation-helpdesk-02.png)

### When to apply

![Leadtime interface](/images/help-center/organizations/organisation-helpdesk-03.png)

With this setting, you decide **when** the defined helpdesk rules of an organization should be applied. There are two options you can choose from:

- **When received from org members or contain string**
  The rule is only applied if the incoming email is from an **organization member** or if the **specified domain** (e.g. _[horizonworks.de](http://horizonworks.de)_) is included in the sender address.
  → Perfect if you want to automatically assign emails from certain customers to their own project or ticket workflow.
- **For all emails**
  The rule applies to **all incoming emails**, no matter who sent them.
  → This option is handy if the organization uses a dedicated support address (e.g. _[support@kunde.de](mailto:support@kunde.de)_) and wants all emails to be automatically assigned to this customer.

### Automatic Ticket Settings

- **Project**
  Choose which project the new tickets should automatically be assigned to. By default, the workspace settings are used.
- **Task status**
  Decides which status new tickets are created with, e.g. _New_ or _In progress_.
- **Task type**
  Classifies incoming requests by type, e.g. _Feature Request_, _Bug_ or _Support request_.
- **Priority**
  Defines the default priority for new tickets (for example _Normal_, _High_, _Critical_).
- **Assigned user**
  The default agent who will automatically be set for new incoming tickets for this organization.
- **Accountable**
  Sets who is ultimately responsible for managing and following up the tickets.
- **Tags**
  Optional tags that are automatically added to group or filter tickets by topic.

---

## Automatic reply settings

In the section **Automatic reply settings** you can set whether your customers get a confirmation message and customize the text, as soon as their first email comes in.

![Leadtime interface](/images/help-center/organizations/organisation-helpdesk-04.png)

- **Enable automatic reply**
  Turns the automatic confirmation email on or off.
  Options: _Use workspace default_, _Yes_, _No_
- **Automatic reply message**
  Defines the content of the automatic email sent to the sender once a ticket has been created. You can personalize this message (for example, with placeholders for the customer name or ticket number).

For the global workspace helpdesk settings: [Helpdesk](/administration/workspace-settings/helpdesk)