GVenta Help Desk documentation
Email-first support ticketing with a client portal, knowledge base, SLAs, and a full REST API.
Documented from GVenta Help Desk version 1.8.55.
How GVenta Help Desk turns mailboxes into tickets, what staff and customers see, how SLAs, branding, notifications and reporting work, and how to drive all of it through the API.
Getting started
Overview
What GVenta Help Desk is, the four ideas behind it, how your instance is provisioned, where staff and customers sign in, and how the workspace is laid out.
Core concepts
The vocabulary of GVenta Help Desk: ticket statuses, priorities, message types, roles, article states, ticket numbering, sources, and the two identity systems.
Roles and access control
Staff roles and their permissions, AI agent accounts, how client identities are isolated per company, and the authentication methods GVenta Help Desk accepts.
Staff portal
Dashboard
How the GVenta Help Desk dashboard summarizes your workload with clickable stats, three live ticket lists, source color bands, and one-click spam handling.
Tickets
Search, filter, triage, bulk-edit and answer tickets in GVenta Help Desk, including the resizable ticket drawer, reply composer, CC handling and attachments.
Knowledge base
Browse, write and organize knowledge base articles in GVenta Help Desk, with categories, visibility levels, a rich text editor, media library and voting.
Reports and analytics
The five report tabs in GVenta Help Desk, date presets, shared filters, SLA compliance panels, response-time buckets, and CSV export that matches the screen.
Customers and contacts
Manage company records and the people at them in GVenta Help Desk, and learn why a customer's Domain field routes inbound email automatically.
Settings and administration
Every GVenta Help Desk settings tab: email integration, users, audit logs, branding, email templates, notifications, SLA targets, plus Profile and Resources.
Client portal
Behind the scenes
The email pipeline
How GVenta Help Desk turns inbound mail into tickets, threads replies, assigns companies, survives outages, keeps replies in-thread and alerts your team.
The SLA engine
How GVenta Help Desk computes first-response and resolution deadlines in business hours, the shipped targets, working-week defaults, holidays and reporting.
Security and storage
The protections GVenta Help Desk applies to every request, how files are stored and served, audit logging, encryption, the OAuth broker and health checks.
Background jobs and workers
The scheduled and long-running jobs behind GVenta Help Desk, the worker status panel, start, stop and restart controls, and how heartbeats reveal stuck workers.
API reference
API getting started
Conventions, authentication schemes, CSRF rules, rate limits and API token creation for the GVenta Help Desk REST API, with the exact headers each scheme uses.
Endpoint reference
Every GVenta Help Desk REST endpoint, grouped by resource, with method, path, authentication and behavior.
API examples
GVenta Help Desk API requests: create tickets from other systems, list unassigned work, reply with attachments, add notes, the client portal and AI agents.