# Helpdesk

Source: https://codebyliam.com/helpdesk/
Last updated: 2026-10-20

Support workspace for customers and staff

# Keep every support conversation *in context.*

Bring requests, customer replies, and private staff notes together, so your team can see the next step.

[Open app ↗](https://helpdesk.codebyliam.com/) [See how it works ↓](https://codebyliam.com/helpdesk/#flow)

Tickets / **HD-1042** Search tickets

## Can't export my invoice

 Example ticket · web form · tag: billing

Priority **High**

Request

The export button does nothing when I click it. I need the PDF before Friday.

 Attachment: export-error.png billing

Status history

Created · Open

Moved to In progress

Marked Done

Conversation

Private note · staff only Reproduced in Safari. Same cause as HD-1019.

Reply · visible to customer Fixed. Please refresh and try the export again.

Waiting for first response.

All examples on this page are illustrative, not live customer data. Status changes here reveal sample notes and replies; nothing is saved or sent.

Web tickets Private notes Status and priority Knowledge and search

## One request, *followed all the way to done.*

The same ticket, from first message to a resolution the next person can learn from.

### Request

A customer submits a ticket with a description, attachments, and tags.

Title Can't export my invoice

Attachment export-error.png

### Triage

Staff set status and priority so the queue shows what comes first.

Status Open → In progress

Priority Low · Medium · **High**

### Conversation

Replies go to the customer. Private notes stay with the team, clearly labelled.

Reply Visible to customer

Private note Staff only

### Resolution

Mark the request done. Its status history and related-ticket links remain available for the next similar request.

Status Done

Related HD-1019

## Say it to the customer. *Think out loud with the team.*

Customer comments and private staff notes belong to the ticket. Clear labels distinguish the public conversation from internal context.

### What the customer sees

Dana The export button does nothing.

Reply · visible to customer Fixed. Please refresh and try again.

### What your team sees

Dana The export button does nothing.

Private note · staff only Reproduced in Safari. Same cause as HD-1019.

Reply · visible to customer Fixed. Please refresh and try again.

## Answers that *outlive the ticket.*

Write knowledge articles, sort them into categories, and search them when the next request looks familiar.

Search example: invoice export

Exporting an invoice as PDF Category: Billing

Why an export button can fail in Safari Category: Troubleshooting

Invoice statuses explained Category: Billing

## Web tickets by default. *Email when you connect it.*

**Web form**

Customers submit and follow requests in the app.

**Gmail**

Connect and authorize an account to create tickets and send replies by email.

**Outlook**

Connect and authorize an account to create tickets and send replies by email.

Email channels require setup and authorization. Delivery depends on your mail account and its configuration.

## Short answers.

Who is Helpdesk for?

Customers who submit and follow requests, and staff who triage, reply, and keep internal context.

Can customers see private notes?

No. Private notes are labelled and meant for staff only.

What else is included?

Notifications, dashboards, and staff chat support the ticket workflow.

Is the ticket above live?

No. It is a designed illustration and nothing is saved or sent.

## Give the next conversation a clearer home.

 [Open app ↗](https://helpdesk.codebyliam.com/)