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Custom Ticket Fields in TremenDesk

admin — Mon, 30 Aug 2010 12:16:44 +0000

One of the major complaints about help desks these days is the fact that they are not customizable enough to meet people’s needs. We have worked hard on TremenDesk though, to make it as customizable as possible, right down to the ticket fields.

Ticket fields allow technicians to collect more information regarding a customer, and attach that information to a ticket. For instance, if you need your user’s telephone number readily available on a ticket, you can add a ticket field called Daytime Phone Number and set it to appear on the ticket creation page.

How do you add a new ticket field inside the hosted help desk application, TremenDesk?

To add a new ticket field:

Go to the Admin menu.
Go to the Ticket Fields Management menu.
There are a few options when creating a custom ticket field:

Name – The name of the custom field as displayed on the interface. We strongly recommend a short, but clear name, such as Phone Number or Homepage.
Suggested – Suggested fields will be presented to your customers on the ticket submission page. Any technician—and higher—will still be able to add fields when viewing the ticket.
Case-sensitivity – Fields that are not case-sensitive will be treated as all-lowercase characters. If you are storing URLs, email addresses or phone numbers, you can leave this field unchecked. If you are storing physical addresses or person names, check this field.
Viewable – Viewable fields will be viewable by customers when they go to view their ticket. Technicians—and higher—will be able to view any field as long as they are able to read the ticket.
Modifiable – Modifiable fields will be modifiable by customers when they go to view their ticket. Technicians—and higher—will be able to modify any field as long as they are able to reply to the ticket. This setting implies Viewable even if you did not select it.

Removing ticket fields can be done too, however be careful, because if you remove a ticket field, that field will be removed from all existing tickets. The tickets themselves will remain unchanged.

To remove a ticket field:

Go to the Admin menu.
Go to the Ticket Fields Management menu.
Click the icon next to the ticket field you would like to permanently remove.
Click OK to confirm the deletion.

I hope this helps you realize how customizable we have made TremenDesk to suit your hosted help desk application needs. We want this to be the help desk that is suited to your needs, and not the other way around.

Advanced Ticket Stats in TremenDesk

admin — Wed, 25 Aug 2010 10:41:35 +0000

Want a few more statistics and analytics than your current hosted help desk is giving to you? TremenDesk provides all sorts of analytic data on and about the usage of your help desk.

To see a bigger picture view of the statistics, choose a relatively long term to graph. A good place to start is 1 month, which would allow you to see any weekly trends.

Continuing from our preview example graphs, take the following graph that was produced by showing entries from 14 days ago until now:

We can see that queue loads jump on Tuesdays (June 23 and June 30, 2009) and not Mondays.

Hope the helps to give you a preview of what the advanced ticket statistics mean. Remember, to lean more about how great the TremenDesk hosted help desk is, be sure to check it out at TremenDesk.com.

What are Ticket Excerpts?

admin — Tue, 17 Aug 2010 20:29:34 +0000

What if you could preview help desk tickets before you clicked on them? The tremendous TremenDesk has this as a built in feature.

One handy feature of the TremenDesk hosted help desk solution is the benefit of using ticket excerpts to check out a ticket, before you open it. To see it in action, all you have to do is hover your mouse over any ticket link in a ticket queue.

You can kind of thing of it as a preview, before you navigate into the ticket in question, so you know what type of question you are going to answer before the question comes up.

Adding Notes to TremenDesk Tickets

admin — Tue, 10 Aug 2010 15:48:00 +0000

Adding notes to the tickets you are answering in the queues can help in a number of ways in TremenDesk. It can tell other workers details about the customer that you only want your crew to know. It can also be a way to summarize what is needed, to help the next person who sees the ticket answer it just that much faster. Here is how you add notes to a ticket using the help desk application, TremenDesk.

To add a note to a ticket:

Go to the ticket view page.
Scroll down to the Add New Reply section.
Enter your note in the large text box.
Check the Add as note checkbox.
Click Add Note.

Here is what it should look like:

Here is what the note will look like in the ticket responses:

Remember, notes are similar to replies, except that your customers cannot view or add notes. Any technician or higher, can view notes. So this is how you get the most out of this awesome feature on your own hosted help desk.

Setting up Administrative Levels in TremenDesk

admin — Wed, 04 Aug 2010 15:34:19 +0000

After yesterday’s post about setting up new users, I thought it might be a good idea to cover how to set their administrative levels too, if administrative levels are needed.

Here are the instructions to add new users and set their administrative levels:

Click on the Admin tab.
Click on the User Management option. User Management allows you to search and modify users. From here, you can also promote users to technicians, supervisors, managers, administrators, or developers.
Click on the option to “view a list” of your users. This will show you all existing users that have signed up for your TremenDesk account.
Once you find the user you wish to edit, you can click on their Username in the list to set their levels (choosing from Customer, Whitelisted Customer, Tech, Supervisor, Manager, or Admin).

Now, you should be able to add and edit your own user permissions and groups from within your TremenDesk hosted help desk solution. This way you can make sure your own support staff is able to manage their own work load, without having to ask you where to go next or what they should do.

I Love Lunarpages Contest – Results Week 1

admin — Thu, 29 Jul 2010 20:01:37 +0000

Last week we launched our I Love Lunarpages Testimonial Contest and we received so many innovative, creative and hilarious entries. One of our staff members submitted a poem just for laughs (of course our staff cannot win any prizes).

“I love Lunarpages” by Brian Furphy

When my website was ready to go online,
I called up Lunarpages, just in time.
They listened very carefully to all my needs.
The best technical support with no extra fees.
I needed email and I didn’t want SPAM,
SEO for my site and a database plan,
a new domain and a dedicated IP,
Lunarpages made this all easy for me.
I love Lunarpages more and more every day,
I love them very much, but, in a platonic way.

It was our task to try and pick our top 3 favorites, which was extremely hard by the way and the results are in.

The first week’s winners of 12 months of Basic Web Hosting are:

David Miles
Kalamazoo, MI
www.davidmiles.us
Hosted with Lunarpages for 9 years

I started hosting with Lunarpages probably 9 years ago when I first decided to set up my own website. In that time my website needs may have changed but Lunarpages hasn’t! They have always been reliable, quick to address my issues, easy to use, affordable, expandable, … it should suffice to say that no matter what my web needs I feel confident that Lunarpages will be able to meet them now and in the future. I hope to be hosting with Lunarpages for years to come! Thanks! LP crew!

Michael Hernandez
Loma Linda, ca
www.foto-genic.com
Hosted with Lunarpages for almost 1 year

Easy signup and an incredibly easy to use control panel as well as hosting and domain name registration all in one. Lunarpages Rocks!!!!

Ian Flynn
UK
www.flynnstudio.com
Hosted with Lunarpages for 3 years

I love Lunarpages, my Lambretta loves Lunarpages…so much we rode all the way to the moon to take this photo. Just to show our love.

How do you enter?

Grab your camera, put on a happy face, and send us your best photo that creatively displays not only you, but a sign that says “I Love Lunarpages!” And, back it up with a glowing testimonial!

Hint: Lunarpages is one word and the p is lower case

Just because your testimonial was not selected this week does not mean you are still not in the running for the grand prize of an iPad or the weekly web hosting prizes, so keep ‘em coming!

A reminder of the prizes:

Grand prize – one (1) Apple 16GB Wi-Fi iPad (a USD$499.00 value) plus12 months of Free Web Hosting on the Lunarpages Basic Plan
Weekly prizes – for six (6) weeks we will choose 3 weekly winners to receive 12 months of Free Web Hosting on the Lunarpages Basic Plan

Everyone has a chance to win (providing you are a lunarpages customer and meet the terms and conditions), and the more unique images and testimonials you enter, the more chances you have!

Enter Now!

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Lunarpages Contest – Win an iPad

admin — Thu, 22 Jul 2010 19:49:25 +0000

We are running a new contest and the prizes include web hosting and an iPad.

Details can be viewed here

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How to Login to TremenDesk?

admin — Tue, 13 Jul 2010 19:48:16 +0000

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.

Hosted Help Desk Ticket Statistics

admin — Tue, 06 Jul 2010 12:53:35 +0000

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.

Managing TremenDesk Quotas

admin — Mon, 28 Jun 2010 17:17:54 +0000

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.

TremenDesk News » admin

Custom Ticket Fields in TremenDesk

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Advanced Ticket Stats in TremenDesk

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What are Ticket Excerpts?

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Adding Notes to TremenDesk Tickets

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Setting up Administrative Levels in TremenDesk

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I Love Lunarpages Contest – Results Week 1

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How to Login to TremenDesk?

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Hosted Help Desk Ticket Statistics

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