> For the complete documentation index, see [llms.txt](https://alhena.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://alhena.gitbook.io/docs/dashboard/conversations/alhena-helpdesk.md).

# Alhena Helpdesk

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](/docs/integrations/helpdesk.md) 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.

{% hint style="info" %}
Only one helpdesk can be enabled at a time. Enabling Alhena Helpdesk will disable any other active helpdesk.
{% endhint %}

## 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**](/docs/features/chat-widget.md) - Conversations from your chat widget
* [**Email**](/docs/integrations/communication/integrating-alhena-ai-with-email.md) - Incoming email support requests

### Human Transfer Hours

Alhena Helpdesk respects your configured [human transfer hours](/docs/features/chat-widget/human-handoff.md). 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.