Loopline Guide
Everything Loopline does, and how to use it — from your first ticket to SLAs, the customer portal, changes, assets, reports and administration.
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Getting started
- WelcomeWhat the service desk is for, the handful of ideas everything else builds on, and a map of where to go next.
- Create a workspaceSign up, verify your email, pick an industry, create your first project and invite your team.
- Finding your way aroundThe sidebar, search and the command palette, keyboard shortcuts, dark mode, and opening tickets beside the list or full page.
- ProjectsGroup tickets by team or service: create a project, choose who is on it, keep it private, set its defaults and archive it.
- Members and seatsInvite agents, give them a role, deactivate or remove them, and hand over ownership of the workspace.
- NotificationsYour Inbox, what you are told about, how often it emails you, and quiet hours.
- Your accountYour profile, password, two-factor authentication, signed-in devices, and deleting your account.
Tickets
- Tickets at a glanceWhat a ticket is: its type, its key, the fields it carries, and the two ways to look at a queue.
- Raising a ticketThe three fields a ticket needs, and what every other field on the form does.
- MacrosReusable replies agents insert into a ticket comment.
- RequestersEveryone who raises tickets — by email, chat, the widget, the portal or through your team.
- The ticket pageReplies and internal notes, mentions, attachments, watchers, the SLA panel, links and history — everything on one ticket.
- Working a ticketMoving a ticket through its statuses, what counts as the first response, resolving, reopening and merging duplicates.
- Finding ticketsViews, search, filter chips, the filters drawer, saved filters, grouping, sorting and CSV export on the Tickets list.
- Changing many tickets at onceSelect tickets on the list and change their status, assignee or labels, release SLA holds, or delete them together.
- Ticket templatesPre-filled starting points for the New ticket form, with rules that hide fields or make them required.
- The service catalogRequest types people choose from when they raise a service request, each with its own questions and optional approval.
- Recurring ticketsRaise a ticket from a template on a schedule — every day, week, month, quarter or year.
- Importing ticketsBring tickets in from another tool's CSV or Excel export: match columns, review what is created, import, and undo if needed.
SLAs and routing
- SLA policiesResponse and resolution targets per priority — with ticket-type, requester and VIP overrides — applied to every new ticket.
- Escalation rulesNotify people — and optionally reassign or raise priority — as a ticket approaches or breaches its SLA.
- Assigning tickets automaticallyShare new tickets out across a pool of agents when nobody was assigned.
- On-call rosterWho is on call, and when — for the On-call assignment strategy.
- Auto-closing ticketsMove a ticket out of a waiting status after a set number of quiet days.
- Business hours and calendarsMake SLA due dates count only working time, give teams their own calendars and holidays, and hold the clock on a ticket.
- ApprovalsGet requests signed off by a person, a role or the requester's manager by email, and work through your approval queue.
Customers and channels
- Customer portalLet requesters follow their tickets, reply and raise new requests from a private link, without an account.
- Incident reporting formA public form anyone can use to report a problem, with a tracking page and live chat for the reporter.
- Satisfaction surveysEmail requesters a one-to-five rating when their ticket is resolved, and see the results in Insights.
- Customer groupingsDepartments, sites, units and companies for your requesters, company email domains, and VIPs.
- Status pageA public page showing your major incidents and updates, with email subscriptions.
- Tickets by emailTurn inbound support email into tickets, and replies into comments.
- Tickets from Slack and TeamsTurn Slack and Teams requests into tickets, followed in the same thread.
- Chat widget for your websiteA chat button for your site; each conversation becomes a ticket and carries on live.
- Help CenterA public, searchable list of published articles people can browse before raising a ticket, in the languages you offer.
Changes and problems
- Change requestsRaise a change, schedule it, get it approved by the CAB, and close it — and what stops a change from closing.
- ProblemsFind the root cause behind recurring incidents, record the fix, and turn what you learned into a known error.
- Major incidentsDeclare an incident a major incident, keep a war-room and stakeholder log, and write the post-incident review.
- CAB approval chainsWho approves a change, in what order, per change type.
- The CAB agendaEvery change waiting on a decision, grouped by planned start, for the meeting itself.
- The change calendarThe forward schedule of planned changes, by month, week or list.
- Change freeze windowsPeriods when changes are not meant to ship, flagged when someone plans one.
- Change risk scoringA 0–100 risk score for every change, from your own CI/CD history.
- Known errorsSymptom, root cause, workaround and fix status for problems already worked out once.
Assets
- Configuration items (CMDB)The register of servers, apps, services and devices, and how they depend on each other.
- Asset discoveryLet machines report themselves; each asset waits in a review queue.
- Devices and who has themRecord which requester has which laptop or phone, hand devices over from a ticket, and get them back when someone leaves.
Insights and reports
- Reports, dashboards and HomeThe numbers on Home, the Reports page and your own dashboards: SLA compliance, breaches, volumes and satisfaction.
- The report builderBuild a report by dragging fields: what to group by, measure and filter.
- Report schedulesEmail a report as a CSV attachment every week or every month.
- Exporting dataEvery place you can download data as a file: the ticket list, reports, form responses and a requester's personal data.
Collaboration
- DocsWrite internal pages, share them with chosen people or by public link, take them through review, and list them in your Help Center.
- FilesUpload files to one shared library, organise them in folders, star them, and point teammates at them.
- AI assistThe AI features agents and requesters see — reply drafts, summaries, translation, triage suggestions, duplicate and known-error matching, and the help-center assistant — and what each one sends to the model.
Administration
- Workspace settingsYour workspace's identity and branding, and the business hours SLA clocks run in.
- WorkflowsThe statuses a ticket moves through, and which moves are allowed.
- StatusesThe workspace's shared pool of statuses that workflows are built from.
- Trackers and prioritiesThe kinds of ticket people can raise, and the priorities they can carry.
- Impact × UrgencyHow impact and urgency combine into a ticket's priority.
- CategoriesCategory → Sub-category → Item: how tickets are classified.
- Custom fieldsExtra fields on tickets, and which trackers, projects and roles see them.
- Roles and permissionsWhat each role is allowed to see and do across the workspace.
- File storageChoose where uploaded files go — built-in storage or your own cloud bucket.
- Data retentionArchive or delete closed tickets automatically after a set number of days.
- Ticket automationsWhen a ticket is created, updated or commented on and matches your conditions, set its priority or status, assign it, label it, leave a note or notify someone.
- Audit logA record of sign-ins, invitations, role, security and configuration changes in your workspace, filterable by action and resource.
Integrations
- GitHub, GitLab and BitbucketLink pull requests to tickets, and close tickets when the fix merges.
- Escalating to engineeringTurn a ticket that needs a code fix into a Forgeboard issue, and hear back when it ships.
- Automation rulesTurn a webhook from any outside system — monitoring, alerting — into a new ticket, or change an existing one's priority.
- Notification channelsWhere notifications are delivered: an email provider, Slack and Teams.
- Sending email through your own SMTPHave the workspace's email sent from your own mail server.
- Outbound webhooksNotify your own endpoint when a ticket or comment changes.
- The REST APIRead, create and update tickets from another system with an API token.
- AI providersConnect your own AI provider key or use the built-in one, then choose which model powers each AI feature.