Helium is our special Issuebear juice that you can use to help a ticket "rise" further up the helpdesk queue. This then highlights the ticket or tickets to your Agents working on your helpdesk helping expedite them. Do you have a high value Client at a critical point in a project that needs a little bit of extra love, then this is the way to ensure they feel looked after. Tickets with extra Helium values or Client with extra Helium will rise past all other priority tickets as at the end of the day we understand that sometimes Clients need a little extra support.
Ticket Helium can be added in a variety of ways. Firstly you can add Helium to a client under Client information within Clients section of your settings. This will automatically add weight to any tickets created by any user from this Client. Client Helium can be added when you set up a new client on your system or you can add it at a later date as your business priorities change or perhaps a client has recently engaged in a new service level agreement and you want to expedite all of their tickets this is a great way to help maintain an SLA. You can score Helium from 0-100 and each new client will default to having 0 Helium.
Ticket Helium can also be added by an Agent using the Ticket Sidebar. This can be done on an ad hoc basis to help prioritise a ticket at any given time. You'll see on the Ticket Sidebar you have a Total Helium value which is a combination of Client Helium, Ticket Helium and also the Impact x Urgency plus any replies on the ticket.