#Teams
A team owns a queue of tickets. Helpdesk → Teams → New team: Name *, Description, Email alias (the address shown to customers), Default assignee, Default SLA policy, Active and Members. A default stage pipeline — New → In Progress → Waiting on Customer → Solved — is created with the team; open the team to rename, add or reorder stages. A team cannot be deleted while tickets still reference it.
#Request types
Helpdesk → Request Types — what kinds of request the desk accepts, how they are numbered, and who picks them up. Each type has a Title, a Reference prefix (tickets of this type are numbered IT-0001, BILL-0001…), Raised by (Staff, Customers or Either), Handled by (a team pre-selected when the type is chosen — the person raising the ticket can still pick another) and Active.
#SLA policies
An SLA policy sets the deadlines a ticket is measured against. Helpdesk → SLA Policies → New policy: Name *, Team (optional), Priority (optional) (Low, Normal, High, Urgent), First response (minutes), Resolution (minutes) and Active.
Policies match by specificity: team + priority beats team only, which beats priority only, which beats an organisation-wide policy. A ticket snapshots its policy when created, so editing a policy later does not change existing deadlines.
#Answers (knowledge base)
Helpdesk → Answers is a searchable Frequently asked questions library grouped into categories. New category (Title, Description) and New answer (Category *, Question, Answer, Tags). Agents search it while working tickets to answer faster and consistently.