So, once you get your TremenDesk up and running, how can you and others log into it? This is a very simple task to achieve from almost any page from within the TremenDesk hosted help desk application.
- Open http://domain.com in your browser, where domain.com is the domain name you signed up with.
- Head over to the login box on the right-hand side of the screen.
- Enter your administration username (usually admin) and password (provided to you in your welcome email) into the Username and Password boxes, respectively.
- Click Login to continue. If you provided the correct username and password combination, you should be taken to your dashboard.
To log out from your account, click the Logout link located in the sidebar on your desk, just above the search field.
There you have it! You are logged in, and ready to use the TremenDesk account as any type of user (administrator all the way down to registered clients). It couldn’t get much easier than that to give you clients easy access to post their questions, suggestions, feedback and more in our wonderful hosted help desk solution.
Within TremenDesk, the best hosted help desk application out there today, you can easily control everything there is to know about tickets. These ticket statistics will tell you how many tickets have been answered by a person, what queue the tickets were in, and much more.
Who can view ticket statistics? Depending on your user level, you may only be able to see certain statistics:
- Technicians can only access their own ticket statistics.
- Supervisors can only view ticket statistics of Technicians in their own department.
- Managers can only view ticket statistics of any user in their own department.
- Admins can view anyone user’s statistic as long as they belong to the same domain.
To view your own ticket statistics, simple click on the Tech Statistics menu in the navigation bar. You will then just need to wait for your own daily ticket statistics to load. If no tickets have been replied to recently by you, then the ticket statistics page will be empty.
With the hosted help desk TremenDesk at your side, you are given many options when it comes to managing your quotas. Now depending on the quota type, how you relate to it may change.
So to simplify things for you – let us first go over what type of quotas there are:
Disk Quota governs the space used by your attachments and database items (including any resource files used by your desk themes). After you go over this quota, you will not be able to upload new attachments, and any incoming attachments via email will be automatically dropped, until you delete existing attachments to free up space, or purchase more space.
Queue Quota governs the number of queues you may have at one time. After you exceed this quota, you will no longer be able to add more queues until you delete an existing queue, or increase this quota by purchasing add-ons.
Technician Quota governs the number of technicians you may have active at one time. After you exceed this quota, you will no longer be able to promote users to technicians (or any user level higher) until you demote any existing technicians, or increase this quota by purchasing add-ons.
Ticket Quota governs the number of tickets you may have in total. After you exceed this quota, your users will not be able to submit more tickets to you, and your technicians will no longer be able to open new tickets on behalf of your customers, until increase this quota by purchasing add-ons.
How can quotas be managed? All you need to do is go to your Admin menu, and then navigate yourself to the Quota Management menu. To increase quotas, go to your account manager and purchase add-ons as necessary. Quota increases will be processed once an hour, so it may take up to one hour for your new quota to be picked up.
With each TremenDesk account, you also get access to the TremenDesk Knowledge Base. From this section of your online help desk application you can quickly create, edit or delete new articles to help you clients and customers use your services.
To access your Knowledge Base, click on the Knowledge Base link in the top of your TremenDesk account. From there you will see all the various categories, if any have been created. If you click the “View” link, next to the category name, you can see all the categories created under that account.
Once you are inside of a category inside of your TremenDesk, you can easily create a new article for that category by clicking on the “Submit new article” link at the top of the page.
In the future, we will be covering all of the Knowledge Base features from within the TremenDesk self-hosted help desk. So stay tuned for even more Knowledge Base knowledge.
How do you add new users to your hosted help desk solution, TremenDesk? It is easier than you might think! Anybody can register to use your help desk once it is up and running at this URL:
http://yourdomain.com/account/signup
or by clicking on the Sign up link, on your TremenDesk’s right-hand menu:
You can also use these same links to sign up users yourself, such as your support crew or staff, so you can also give them different moderating privileges. Here is what the sign up form looks like:
Fill out all the requested information, and then – after signing up the details should be e-mailed to the e-mail address you give when signing up. This is how you can have others sign up to use your help desk, or how you can register users to use your help desk. As with most of the awesome features from within TremenDesk, you have complete control with this flexible hosted help desk platform.
We get asked about this quite often, and changing or adding a signature to your TremenDesk replies is simple. After you login to your TremenDesk, click on My Profile and Preferences. From here, scroll down to the User Profile section, where you should see a big empty text box just waiting for your signature.
Inside the text box, you will type out your own signature. HTML or any other special code is not allowed, however you can insert text and web page URLs. When you write you an address (for an example, like http://www.tremendesk.com) it will automatically be turned into a clickable link when somebody sees it in the ticket. Also page breaks are also recognized, so you can have multiple lines, such as:
HelpDesk Guy
TremenDesk Support
http://www.tremendesk.com
When you insert an e-mail address, it too will be clickable when when shown in a ticket too. Once you have completed your signature or signature edits, click on the “Save” button on the bottom of the Edit Profile web page.
Now, with each ticket you reply to, you will see your signature has been automatically added to the message before you even start typing. This is just one more feature that makes the TremenDesk help desk one of the best hosted help desk solution.
We are running a new contest and the prizes include web hosting and an iPad.
Details can be viewed here
Only one new feature added this week to TremenDesk – When submitting a ticket the first message is included in the email to the customer. Previously it would just send the link. This is far more cohesive and makes the communication experience more fluid.
We have a large number of TremenDesk clients now using the free version that comes with Lunarpages Business Hosting and also the free 30 day trial we offer so you can check out our robust online help desk solution.
We try to add updates and bug fixes as often as possible, especially when you request them.
Tell us..
What is your favorite feature of TremenDesk?
What new features would you like to see?
Previously TremenDesk was not viewable via your iPhones and we have fixed that bug this week!
Now you can access your help desk tickets and view them just like any browser!
Please be sure to let us know any other features you would like to see 
Not all articles submitted to your help desk knowledge base are great. To help you cut out the clutter, so you can focus on the real quality content – TremenDesk is here with another helpful feature. From within TremenDesk you can easily reject new knowledge base articles that people have submitted.
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