eBrigade Help desk module
Handle internal requests and your FAQ without lost emails or verbal reminders
The Help desk module brings together internal ticketing and an FAQ. Members send their requests to the administration, track their status and look up answers to recurring questions on a self-service basis, while the admin team handles tickets from a centralised queue with a dashboard by status.
These buttons are about the full eBrigade subscription: this module is included at no extra cost in every plan.
Internal ticketing and FAQ: your members submit requests to the administration, follow their status (open / closed) and receive the answers in eBrigade, with an FAQ base for recurring questions.
What is the eBrigade Help desk module?
Internal ticketing and FAQ: your members submit requests to the administration, track their status (open / closed) and receive replies in eBrigade, with an FAQ base for recurring questions. It is included at no extra cost in every eBrigade plan.
Why internal ticketing in eBrigade changes everything
Requests to the administration — leave to approve, an IT problem, an equipment need, an HR question, a document request — currently travel by email, WhatsApp or word of mouth. No record, no follow-up, no priority. The person in charge replies when they see it, often twice to the same question, and nobody knows whether the problem has been dealt with. New recruits do not know who to ask or through which channel. The result: urgent requests get lost in the background noise.
What the Help desk module (ticketing + FAQ) changes in eBrigade
Each member opens a ticket from their eBrigade area: title, message, request type. The ticket gets a status (Open or Closed) and can be viewed at any time; a closed ticket can be reopened if needed. The administration replies in a time-stamped discussion thread showing each contributor’s photo and name; the member sees an unread-reply badge until they view it. Ticket types are fully configurable and each has a label colour. Alongside this, an internal FAQ (entries created, reordered and hideable) is shown as an accordion to answer recurring questions before a ticket is even opened. The admin view brings together all the organisation’s tickets with counters by status, filterable by status and by section / organisation, while each member sees only their own requests.
What you can do with Help desk
Each member opens a ticket from their area, specifying the request type and their message. They see only their own tickets and their status.
On the admin side, all tickets come into a single queue topped by All / Open / Closed counters, filterable by status and by section or organisation according to permissions.
Create your ticket types (equipment, HR, IT, admin…) with a label colour for each type; the text contrast adjusts automatically to stay readable.
Exchanges are shown as a conversation thread, with the author’s photo, name and date for each message. The history remains viewable, including after closure.
A ticket is Open or Closed. The administration closes it once dealt with and can reopen it if the request comes up again, without creating a new ticket.
Manage an FAQ base (create, edit, delete, reorder, hide) that is shown to members as an accordion so recurring questions can be handled on a self-service basis. Badges also flag unread replies on each ticket.
Step by step
Set up the available ticket types, each with a label colour, and write the entries for your internal FAQ. You order the questions and hide any that should not be visible.
Each member first checks the accordion FAQ, then opens a ticket from their area if needed, specifying the type and message. They see only their own requests and their status.
The admin view brings together all tickets with counters by status (All / Open / Closed) and filters by status and by section. Replies are written in a time-stamped thread showing the author of each message.
The administration closes a ticket once dealt with, and can reopen it later. A badge flags unread replies to each party until they are viewed.
Where this module really pays off
Associations & HR teams: an internal help desk where members submit their requests (HR, equipment, admin) and track their status from their eBrigade area.
Fire and rescue services (SDIS) & emergency organisations: centralised ticketing for field requests to the administration — no more requests lost in emails or WhatsApp messages.
Training centres & multi-site organisations: structured tracking of requests between local managers and central administration, with filtering by section and a viewable history.
Any organisation with recurring questions: a self-service internal FAQ (equipment, HR procedures, access) that cuts down repetitive requests before a ticket is opened.
Frequently asked questions
How do members submit a request?
From their eBrigade area, they create a ticket with a title, a message and a (configurable) request type. The ticket appears in their dashboard, where they see only their own requests. The administration handles it from the admin view and replies in the ticket thread.
Does the module also handle an FAQ?
Yes, it is the other half of the module. You create, edit, reorder and hide questions and answers from the settings; the FAQ is then shown to members as an accordion, where they find answers to recurring questions before even opening a ticket.
What statuses can a ticket have?
A ticket is Open or Closed. The administration closes it once the request has been dealt with and can reopen it later if necessary. An unread badge flags to each party the replies they have not yet viewed.
Can tickets be categorised and filtered?
Yes. Each ticket has a configurable request type with its own label colour. On the admin side, the queue shows counters by status and can be filtered by status and by section or organisation, according to the permissions granted.
Do all members see all tickets?
No. Permissions separate the admin view — which brings together all the organisation’s tickets, with reading, replying, closing and deleting according to the level granted — from the member view, limited to their own requests.
What is the difference between the Help desk module and eBrigade messaging?
Messaging is an open communication channel. The Help desk module is structured ticketing: each request has a type, a status (Open / Closed), a time-stamped reply thread and a viewable history — complemented by a self-service FAQ, without exchanges getting lost in a message thread.