mobieusKnow mobieusHelp admin guide History #325

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KB drift-audit reconciliation 2026-06-14: corrected to match dev (report deliverables).
# mobieusHelp admin guide
The full reference for `/admin/helpdesk` on your tenant. Every nav section, every surface, and how to use them. Sign in as a tenant administrator and open `/admin/helpdesk` to follow along.
## What this is
mobieusHelp is the help desk built into your Mobieus community. It runs at three URLs on every tenant:
- **`/admin/helpdesk`** — the admin plane covered by this guide.
- **`/help/agent`** — where your agents work tickets (queues, ticket detail, reply composer, internal notes).
- **`/help/portal`** — the public-facing portal customers open to file a ticket.
The admin nav at `/admin/helpdesk` groups every capability under seven headings.
+ ## Routing — queues, topics, tags, canned responses
− ## Routing — queues, topics, tags, canned responses, macros
The Routing group decides where new tickets land and how agents recognise them.
+ **Queues** (`/admin/helpdesk/queues`) — departments with their own SLA, agent roster, and assignment policy. Every tenant ships with at least one queue ("Support"). Create more for billing, legal, abuse, sales — whatever splits the work. Each queue chooses round-robin / least-busy / manual assignment.
− **Queues** (`/admin/helpdesk/queues`) — departments with their own SLA, agent roster, and assignment policy. Every tenant ships with at least one queue ("Support"). Create more for billing, legal, abuse, sales — whatever splits the work. Each queue chooses round-robin, fewest-open, or manual assignment; on round-robin or fewest-open, new tickets distribute to agents automatically instead of waiting to be claimed.
**Help topics** (`/admin/helpdesk/help-topics`) — the picker on the public portal. A topic maps a customer's intent ("billing question") to a queue, a default priority, and optional custom fields (text / number / URL / email / date / select). Custom fields render on the portal form, become required if you mark them so, and show up on the ticket detail page.
**Tags** (`/admin/helpdesk/tags`) — colored labels with no inherent meaning. Agents attach them; the rules engine reads them as conditions; queue listings filter by them. Useful for "vip", "regression", "needs-followup".
**Canned responses** (`/admin/helpdesk/canned-responses`) — agent reply templates with ticket-aware placeholders (`{{requester.first_name}}`, `{{ticket.reference}}`, `{{queue.name}}`). The agent picks one in the reply composer; placeholders substitute at insert time. The use-count column tells you which templates earn their keep.
− **Macros** (`/admin/helpdesk/macros`) — one-click bundles of actions. A macro can post a templated reply (same `{{requester.first_name}}` / `{{ticket.reference}}` placeholders as canned responses), change the status and priority, assign the ticket, and add tags — all at once. Build the routine ones ("Resolve with thanks", "Escalate to billing") and agents apply them from a picker on the ticket page instead of doing four things by hand. The reply posts first and the status change applies last, so a "resolve" macro sends its reply before closing; an invalid status transition is skipped and the rest still apply.
## People — agents, notification defaults, email accounts
**Agents** (`/admin/helpdesk/agents`) — grant helpdesk access to specific tenant users. Three roles per queue: admin (everything), supervisor (close, reopen, move queue), agent (reply, internal note, change status). Tenant-wide grants apply to every queue.
**Notification defaults** (`/admin/helpdesk/notification-prefs`) — per-event email defaults for every agent and requester. Set the floor here (e.g., "agents always get on_create unless they opt out"); individuals override on their own preferences page.
**Email accounts** (`/admin/helpdesk/email-accounts`) — inbound email accounts the helpdesk monitors. Webhook receivers for Postmark, Mailgun, Amazon SES, and a generic JSON format dedup by Message-ID and parse the ticket reference from the subject or `In-Reply-To` headers. A customer replying to a notification email lands back on their ticket within about a minute.
## Automation — SLA, rules engine
**SLA** (`/admin/helpdesk/sla`) — first-response and resolve budgets, scoped to business hours. Set a business-hours profile (timezone + weekly schedule + holidays); attach an SLA plan to a queue; a background worker re-materializes each ticket's SLA state (on-track / warning at 75% consumed / breach past due) and writes an audit row on every transition.
**Rules engine** (`/admin/helpdesk/rules`) — condition + action automation on five triggers (`on_create`, `on_reply`, `on_status`, `on_assign`, `on_tag`). Conditions read ticket / queue / topic / tags / requester data; actions can set priority, attach tags, move queues, reassign, swap SLA plans, change status. Every run logs to the audit log; one bad rule never breaks the trigger.
## AI hooks (mobieusAI)
Eight AI capabilities ship with mobieusHelp. They are powered by the tenant's mobieusAI configuration — the master switch and your Anthropic API key at **`/admin/ai`**. Turn AI off there and the hooks vanish from the agent UI. mobieusHelp does not depend on any other product to use these; they share the same one AI control plane the rest of your community uses.
Unlike most mobieusAI helpers, the help-desk hooks are **on by default** once AI is enabled — switch any of them off individually at `/admin/ai`.
The capabilities:
- **Reply suggestions** — drafts a polite, on-tone reply for the current ticket. Agent edits before sending.
- **Ticket summary** — collapses a long ticket thread into 3-5 bullet points.
- **Sentiment scoring** — flags angry / frustrated / urgent requesters before the SLA does.
- **Auto-categorize** — proposes a help topic + queue when the portal categorization is wrong.
- **Resolution prediction** — estimates how long the ticket will take based on the closest historical matches.
- **Knowledge-base gap detection** — finds portal searches that returned nothing useful, so you know which mobieusKnow articles to write next.
- **Audit Q&A** — natural-language search over the audit log.
- **Canned-response generation** — proposes a new canned response from the last reply you wrote.
There is no separate AI nav surface inside the help desk; the hooks live inline on the agent ticket page and in the canned-responses editor. The master switch, BYOK key, per-feature toggles, and spend caps all live at `/admin/ai`.
−
− ## Reports
−
− **Reports** (`/admin/helpdesk/reports`) — how your support is doing, over the last 7, 30, or 90 days:
−
− - **Volume** — tickets created, resolved, and open right now.
− - **SLA breach rate** — the share of SLA-tracked tickets that breached in the window.
− - **First-response and resolution times** — average, median (p50), and 90th percentile (p90), so a few slow outliers don't hide behind the average.
− - **Satisfaction** — average CSAT and the 1–5 star distribution.
− - **By queue and by agent** — the same numbers broken down, so you can see where the load and the delays sit.
− Switch the window with the buttons at the top, and **Export CSV** to pull any view into a spreadsheet.
## Audit log + Settings
**Audit log** (`/admin/helpdesk/audit`) — every privileged action: queue creates, role grants, status transitions, replies, internal notes, deletes. Filter by event type, paginated 50 per page. Use this when investigating "who changed what when".
**Settings** (`/admin/helpdesk/settings`) — tenant-wide helpdesk config: default queue, default SLA, default notification floor, branding overrides for outbound email.
## Common workflows
**Stand up a new queue for billing**
1. Routing → Queues → New → name "Billing", set the SLA plan and business hours profile.
2. People → Agents → grant a billing-admin role to your bookkeeper.
3. Routing → Help topics → New → "Billing question" → maps to the Billing queue.
4. Routing → Help topics → "Billing question" → Custom fields → add "Invoice number" (text, required).
5. Customer files a billing ticket; portal asks for the invoice number; ticket lands on your bookkeeper.
**Auto-tag VIP tickets**
1. Routing → Tags → New → "vip" with a red color.
2. Automation → Rules engine → New → on_create → if requester.email matches a VIP list → action: attach tag "vip" + set priority "high".
3. Tickets from those email addresses now land tagged and prioritized.
**Catch knowledge-base gaps**
1. Make sure mobieusAI is enabled at `/admin/ai`.
2. The AI knowledge-gaps hook surfaces the top portal searches that returned nothing useful.
3. Write a mobieusKnow article addressing each top gap; the portal deflection rate climbs.
## What's NOT in this guide
- Agent workflow — how to triage, reply, escalate. See the [mobieusHelp Agent Workspace](/know/mobieushelp-agent) guide.
- Public portal experience — the customer-facing flow lives in the [mobieusHelp Customer Portal](/know/mobieushelp-portal) guide.
- API access — see the [mobieusCore API helpdesk reference](/know/api-helpdesk).
## Related articles
- [mobieusHelp: Agent Workspace](/know/mobieushelp-agent)
- [mobieusHelp: Customer Portal](/know/mobieushelp-portal)
- [mobieusCore API — Overview](/know/api-overview)

mobieusHelp admin guide

The full reference for /admin/helpdesk on your tenant. Every nav section, every surface, and how to use them. Sign in as a tenant administrator and open /admin/helpdesk to follow along.

What this is

mobieusHelp is the help desk built into your Mobieus community. It runs at three URLs on every tenant:

  • /admin/helpdesk — the admin plane covered by this guide.
  • /help/agent — where your agents work tickets (queues, ticket detail, reply composer, internal notes).
  • /help/portal — the public-facing portal customers open to file a ticket.

The admin nav at /admin/helpdesk groups every capability under seven headings.

Routing — queues, topics, tags, canned responses

The Routing group decides where new tickets land and how agents recognise them.

Queues (/admin/helpdesk/queues) — departments with their own SLA, agent roster, and assignment policy. Every tenant ships with at least one queue ("Support"). Create more for billing, legal, abuse, sales — whatever splits the work. Each queue chooses round-robin / least-busy / manual assignment.

Help topics (/admin/helpdesk/help-topics) — the picker on the public portal. A topic maps a customer's intent ("billing question") to a queue, a default priority, and optional custom fields (text / number / URL / email / date / select). Custom fields render on the portal form, become required if you mark them so, and show up on the ticket detail page.

Tags (/admin/helpdesk/tags) — colored labels with no inherent meaning. Agents attach them; the rules engine reads them as conditions; queue listings filter by them. Useful for "vip", "regression", "needs-followup".

Canned responses (/admin/helpdesk/canned-responses) — agent reply templates with ticket-aware placeholders ({{requester.first_name}}, {{ticket.reference}}, {{queue.name}}). The agent picks one in the reply composer; placeholders substitute at insert time. The use-count column tells you which templates earn their keep.

People — agents, notification defaults, email accounts

Agents (/admin/helpdesk/agents) — grant helpdesk access to specific tenant users. Three roles per queue: admin (everything), supervisor (close, reopen, move queue), agent (reply, internal note, change status). Tenant-wide grants apply to every queue.

Notification defaults (/admin/helpdesk/notification-prefs) — per-event email defaults for every agent and requester. Set the floor here (e.g., "agents always get on_create unless they opt out"); individuals override on their own preferences page.

Email accounts (/admin/helpdesk/email-accounts) — inbound email accounts the helpdesk monitors. Webhook receivers for Postmark, Mailgun, Amazon SES, and a generic JSON format dedup by Message-ID and parse the ticket reference from the subject or In-Reply-To headers. A customer replying to a notification email lands back on their ticket within about a minute.

Automation — SLA, rules engine

SLA (/admin/helpdesk/sla) — first-response and resolve budgets, scoped to business hours. Set a business-hours profile (timezone + weekly schedule + holidays); attach an SLA plan to a queue; a background worker re-materializes each ticket's SLA state (on-track / warning at 75% consumed / breach past due) and writes an audit row on every transition.

Rules engine (/admin/helpdesk/rules) — condition + action automation on five triggers (on_create, on_reply, on_status, on_assign, on_tag). Conditions read ticket / queue / topic / tags / requester data; actions can set priority, attach tags, move queues, reassign, swap SLA plans, change status. Every run logs to the audit log; one bad rule never breaks the trigger.

AI hooks (mobieusAI)

Eight AI capabilities ship with mobieusHelp. They are powered by the tenant's mobieusAI configuration — the master switch and your Anthropic API key at /admin/ai. Turn AI off there and the hooks vanish from the agent UI. mobieusHelp does not depend on any other product to use these; they share the same one AI control plane the rest of your community uses.

Unlike most mobieusAI helpers, the help-desk hooks are on by default once AI is enabled — switch any of them off individually at /admin/ai.

The capabilities:

  • Reply suggestions — drafts a polite, on-tone reply for the current ticket. Agent edits before sending.
  • Ticket summary — collapses a long ticket thread into 3-5 bullet points.
  • Sentiment scoring — flags angry / frustrated / urgent requesters before the SLA does.
  • Auto-categorize — proposes a help topic + queue when the portal categorization is wrong.
  • Resolution prediction — estimates how long the ticket will take based on the closest historical matches.
  • Knowledge-base gap detection — finds portal searches that returned nothing useful, so you know which mobieusKnow articles to write next.
  • Audit Q&A — natural-language search over the audit log.
  • Canned-response generation — proposes a new canned response from the last reply you wrote.

There is no separate AI nav surface inside the help desk; the hooks live inline on the agent ticket page and in the canned-responses editor. The master switch, BYOK key, per-feature toggles, and spend caps all live at /admin/ai.

Audit log + Settings

Audit log (/admin/helpdesk/audit) — every privileged action: queue creates, role grants, status transitions, replies, internal notes, deletes. Filter by event type, paginated 50 per page. Use this when investigating "who changed what when".

Settings (/admin/helpdesk/settings) — tenant-wide helpdesk config: default queue, default SLA, default notification floor, branding overrides for outbound email.

Common workflows

Stand up a new queue for billing

  1. Routing → Queues → New → name "Billing", set the SLA plan and business hours profile.
  2. People → Agents → grant a billing-admin role to your bookkeeper.
  3. Routing → Help topics → New → "Billing question" → maps to the Billing queue.
  4. Routing → Help topics → "Billing question" → Custom fields → add "Invoice number" (text, required).
  5. Customer files a billing ticket; portal asks for the invoice number; ticket lands on your bookkeeper.

Auto-tag VIP tickets

  1. Routing → Tags → New → "vip" with a red color.
  2. Automation → Rules engine → New → on_create → if requester.email matches a VIP list → action: attach tag "vip" + set priority "high".
  3. Tickets from those email addresses now land tagged and prioritized.

Catch knowledge-base gaps

  1. Make sure mobieusAI is enabled at /admin/ai.
  2. The AI knowledge-gaps hook surfaces the top portal searches that returned nothing useful.
  3. Write a mobieusKnow article addressing each top gap; the portal deflection rate climbs.

What's NOT in this guide

Related articles

# mobieusHelp admin guide

The full reference for `/admin/helpdesk` on your tenant. Every nav section, every surface, and how to use them. Sign in as a tenant administrator and open `/admin/helpdesk` to follow along.

## What this is

mobieusHelp is the help desk built into your Mobieus community. It runs at three URLs on every tenant:

- **`/admin/helpdesk`** — the admin plane covered by this guide.
- **`/help/agent`** — where your agents work tickets (queues, ticket detail, reply composer, internal notes).
- **`/help/portal`** — the public-facing portal customers open to file a ticket.

The admin nav at `/admin/helpdesk` groups every capability under seven headings.

## Routing — queues, topics, tags, canned responses

The Routing group decides where new tickets land and how agents recognise them.

**Queues** (`/admin/helpdesk/queues`) — departments with their own SLA, agent roster, and assignment policy. Every tenant ships with at least one queue ("Support"). Create more for billing, legal, abuse, sales — whatever splits the work. Each queue chooses round-robin / least-busy / manual assignment.

**Help topics** (`/admin/helpdesk/help-topics`) — the picker on the public portal. A topic maps a customer's intent ("billing question") to a queue, a default priority, and optional custom fields (text / number / URL / email / date / select). Custom fields render on the portal form, become required if you mark them so, and show up on the ticket detail page.

**Tags** (`/admin/helpdesk/tags`) — colored labels with no inherent meaning. Agents attach them; the rules engine reads them as conditions; queue listings filter by them. Useful for "vip", "regression", "needs-followup".

**Canned responses** (`/admin/helpdesk/canned-responses`) — agent reply templates with ticket-aware placeholders (`{{requester.first_name}}`, `{{ticket.reference}}`, `{{queue.name}}`). The agent picks one in the reply composer; placeholders substitute at insert time. The use-count column tells you which templates earn their keep.

## People — agents, notification defaults, email accounts

**Agents** (`/admin/helpdesk/agents`) — grant helpdesk access to specific tenant users. Three roles per queue: admin (everything), supervisor (close, reopen, move queue), agent (reply, internal note, change status). Tenant-wide grants apply to every queue.

**Notification defaults** (`/admin/helpdesk/notification-prefs`) — per-event email defaults for every agent and requester. Set the floor here (e.g., "agents always get on_create unless they opt out"); individuals override on their own preferences page.

**Email accounts** (`/admin/helpdesk/email-accounts`) — inbound email accounts the helpdesk monitors. Webhook receivers for Postmark, Mailgun, Amazon SES, and a generic JSON format dedup by Message-ID and parse the ticket reference from the subject or `In-Reply-To` headers. A customer replying to a notification email lands back on their ticket within about a minute.

## Automation — SLA, rules engine

**SLA** (`/admin/helpdesk/sla`) — first-response and resolve budgets, scoped to business hours. Set a business-hours profile (timezone + weekly schedule + holidays); attach an SLA plan to a queue; a background worker re-materializes each ticket's SLA state (on-track / warning at 75% consumed / breach past due) and writes an audit row on every transition.

**Rules engine** (`/admin/helpdesk/rules`) — condition + action automation on five triggers (`on_create`, `on_reply`, `on_status`, `on_assign`, `on_tag`). Conditions read ticket / queue / topic / tags / requester data; actions can set priority, attach tags, move queues, reassign, swap SLA plans, change status. Every run logs to the audit log; one bad rule never breaks the trigger.

## AI hooks (mobieusAI)

Eight AI capabilities ship with mobieusHelp. They are powered by the tenant's mobieusAI configuration — the master switch and your Anthropic API key at **`/admin/ai`**. Turn AI off there and the hooks vanish from the agent UI. mobieusHelp does not depend on any other product to use these; they share the same one AI control plane the rest of your community uses.

Unlike most mobieusAI helpers, the help-desk hooks are **on by default** once AI is enabled — switch any of them off individually at `/admin/ai`.

The capabilities:

- **Reply suggestions** — drafts a polite, on-tone reply for the current ticket. Agent edits before sending.
- **Ticket summary** — collapses a long ticket thread into 3-5 bullet points.
- **Sentiment scoring** — flags angry / frustrated / urgent requesters before the SLA does.
- **Auto-categorize** — proposes a help topic + queue when the portal categorization is wrong.
- **Resolution prediction** — estimates how long the ticket will take based on the closest historical matches.
- **Knowledge-base gap detection** — finds portal searches that returned nothing useful, so you know which mobieusKnow articles to write next.
- **Audit Q&A** — natural-language search over the audit log.
- **Canned-response generation** — proposes a new canned response from the last reply you wrote.

There is no separate AI nav surface inside the help desk; the hooks live inline on the agent ticket page and in the canned-responses editor. The master switch, BYOK key, per-feature toggles, and spend caps all live at `/admin/ai`.

## Audit log + Settings

**Audit log** (`/admin/helpdesk/audit`) — every privileged action: queue creates, role grants, status transitions, replies, internal notes, deletes. Filter by event type, paginated 50 per page. Use this when investigating "who changed what when".

**Settings** (`/admin/helpdesk/settings`) — tenant-wide helpdesk config: default queue, default SLA, default notification floor, branding overrides for outbound email.

## Common workflows

**Stand up a new queue for billing**
1. Routing → Queues → New → name "Billing", set the SLA plan and business hours profile.
2. People → Agents → grant a billing-admin role to your bookkeeper.
3. Routing → Help topics → New → "Billing question" → maps to the Billing queue.
4. Routing → Help topics → "Billing question" → Custom fields → add "Invoice number" (text, required).
5. Customer files a billing ticket; portal asks for the invoice number; ticket lands on your bookkeeper.

**Auto-tag VIP tickets**
1. Routing → Tags → New → "vip" with a red color.
2. Automation → Rules engine → New → on_create → if requester.email matches a VIP list → action: attach tag "vip" + set priority "high".
3. Tickets from those email addresses now land tagged and prioritized.

**Catch knowledge-base gaps**
1. Make sure mobieusAI is enabled at `/admin/ai`.
2. The AI knowledge-gaps hook surfaces the top portal searches that returned nothing useful.
3. Write a mobieusKnow article addressing each top gap; the portal deflection rate climbs.

## What's NOT in this guide

- Agent workflow — how to triage, reply, escalate. See the [mobieusHelp Agent Workspace](/know/mobieushelp-agent) guide.
- Public portal experience — the customer-facing flow lives in the [mobieusHelp Customer Portal](/know/mobieushelp-portal) guide.
- API access — see the [mobieusCore API helpdesk reference](/know/api-helpdesk).

## Related articles

- [mobieusHelp: Agent Workspace](/know/mobieushelp-agent)
- [mobieusHelp: Customer Portal](/know/mobieushelp-portal)
- [mobieusCore API — Overview](/know/api-overview)