Managing Helpdesk Settings

Introduction

Helpdesk settings in Keka help you streamline support by organizing tickets and crafting consistent responses. With clear categories and ready-made messages, issues reach the right people faster—and your admins get insights into recurring problems. This article walks you through setting up categories, canned responses, and closing messages—all in one place.

You should have admin access to the Helpdesk module to follow these steps.

Table of Contents

1. Access Settings
2. Ticket Categories
   

• Creating a New Category
• Managing Existing Categories
• Canned Response
• Closing Responses

Access Settings

1. Go to the Org tab in the left navigation

2. Select Helpdesk

3. Click on Settings

You'll land on the Ticket Categories tab.

Ticket Categories

Creating a New Category

1. In the Ticket Categories section, click Add Category, then choose Create from Scratch.

   
   
   

2. On the Add Category screen, fill these fields:

   • Category Title: Name the category clearly.

   • Category Description: Short overview of its purpose.

   • Category Lead: Assign someone responsible for managing tickets in this category.

   • Subcategories?: Enable to split issues further and assign specific owners.

   • Category Representatives: Choose who resolves tickets here.

   • Priority: Set High, Medium, or Low—and configure response/resolution times.

   • Escalation: Set rules to escalate a ticket if not resolved timely.

   • Allow Reopening: Enable if employees can re‑open resolved tickets.

   • Click Save to create the category.

Managing Existing Categories

In the category list, click the three dots (⁝) next to any category to:

• Edit: Update title, description, assignee, or approval chain.

• Clone: Create a duplicate category with the same settings.

• Disable/Enable: Temporarily hide or reactivate the category.

Canned Responses

Use these to send quick, consistent messages to employees and show you’re on it.

• Add Response: Click to open the dialog, then enter a Title and Message, and click Create.

• Manage responses by using the Actions tab to Edit or Delete any as needed

Closing Responses

Configure end-of-ticket messages to wrap up requests cleanly.

1. Go to the Closing Responses tab.

2. Click Add New, then enter a Title and Message.

3. Click Save to add the closing response.

You can also manage existing entries—Edit or Delete them—via the three‑dot actions next to each response.

You’re all set! With categories, canned responses, and closing messages configured, your Helpdesk becomes more responsive, efficient, and organised.