> ## Documentation Index
> Fetch the complete documentation index at: https://docs.forge.shieldtp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Helpdesk overview

> Understand the Forge ticket lifecycle from triage through resolution and improvement.

Forge brings triage, ticket context, Action Plans, communication, execution, and review into a shared helpdesk workflow. Teams can begin with recommendations and human execution, then enable background AI Engineer work for procedures they trust.

## The ticket lifecycle

<Steps>
  <Step title="Triage and enrich">
    Forge can classify, prioritize, enrich, resolve account and contact context, improve titles, and filter noise according to your organization's configuration.
  </Step>

  <Step title="Understand the ticket">
    Open the ticket workspace to review the Overview, Activity, Events, Files, and available connected context.
  </Step>

  <Step title="Build an Action Plan">
    Forge organizes the investigation and next steps into a structured plan. Review it before acting.
  </Step>

  <Step title="Work or delegate">
    An engineer can use Chat and the plan, or AI Engineer can claim eligible work and follow the configured runbook and controls.
  </Step>

  <Step title="Communicate and close out">
    Record the result, update the customer, post required notes, and move the source ticket to the correct PSA state.
  </Step>

  <Step title="Improve the system">
    Review run outcomes, Insights, and recurring blockers. Turn repeatable success into better runbooks or skills.
  </Step>
</Steps>

## Main helpdesk surfaces

<CardGroup cols={2}>
  <Card title="My Tickets" icon="inbox" href="/helpdesk/my-tickets">
    Focus on the tickets assigned to you and move through daily work.
  </Card>

  <Card title="Ticket workspace" icon="ticket" href="/helpdesk/ticket-workspace">
    Review the Action Plan, Chat, Activity, Events, Files, and Overview.
  </Card>

  <Card title="Runbooks" icon="book-open" href="/helpdesk/runbooks">
    Encode organization- and account-specific service procedures.
  </Card>

  <Card title="AI Engineer" icon="microchip-ai" href="/helpdesk/ai-engineer">
    Review, approve, monitor, and hand off background ticket work.
  </Card>
</CardGroup>

<Note>
  **Schedule**, **Dispatch**, **Calls**, and some automation paths appear only when enabled for your organization. The PSA remains authoritative for ticket status, queue or board, assignment, time, and billing.
</Note>