Help and user guide

How it works

Work in FlowDesk is organised in spaces, one per team or activity (for example IT Helpdesk or Website). Each request or task is a ticket with a number made of the space key and a counter, such as IT-12.

Every ticket travels along the same line of stations:

1. To doregistered, waiting to be picked up
2. In progresssomeone is working on it
3. In reviewdone, being checked
4. Doneresolved

There are three kinds of people:

• Requesters – anyone in the organisation. They send requests through a form, without an account.
• Members (for example IT officers) – they log in, pick up tickets, reply to requesters and resolve them.
• Administrators – they manage users, spaces and settings, and see everything.

For requesters: send and follow a request

Send a request

1. Open the request form. You find it on the login page under Submit a request, or through a link your team shared.
2. Enter your name and email address, so the team can reply to you.
3. Choose I need something or Something is broken, give a short title and describe the problem: what happened, where, since when, and what you already tried.
4. If useful, attach up to 3 files of 10 MB each: screenshots, photos, PDF, Word, Excel, PowerPoint or text files.
5. Click Send request. You receive an email with your request number and a private link.

Follow your request and reply

The private link in your email opens a page showing where your request stands on the line of stations, who is handling it, and every reply from the team. You can answer and add files from the same page. Keep the email: anyone with the link can read the request, so do not forward it.

When your request is resolved

You receive an email when the team marks the request as done. If the problem is still there, reply from your private link: the request reopens automatically.

Questions and problems

I did not receive an email

Check your spam folder first. Administrators can open Settings → Recent emails: a red line explains why a message failed. On a demonstration copy, no emails are sent to requesters.

I forgot my password

Ask an administrator to reset it in Users. You will choose a new one at your next login.

I cannot find a ticket

If your organisation limits what members see, tickets assigned to someone else are hidden from you. Ask an administrator or the person handling it.

The request form does not appear

An administrator has to open at least one space to requests (space Settings tab).