Adding new helpful tutorials or posts to your TremenDesk hosted help desk account, is a really simple thing to do. By following these six steps, you will have your FAQs or guides up in no time at all.
To submit a new knowledge base article:
- Ensure that you are logged in.
- Click Knowledge Base menu in the navigation bar.
- Click Submit.
- Choose the Category to file the article under.
- Enter the article Title and Content.
- Click Submit.
That is it. No magic, no confusion, just straight forward and easy to access controls for your creative content.
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TremenDesk provides several quality assurance features that your average help desk system does not. One of these features is the ability to edit a new TremenDesk help desk article before approving it to be posted. Here is how you can get that done.
To edit a new article before approving it:
- Ensure that you are logged in.
- Go to the Dashboard.
- Click n articles link in the Articles Pending Approval sidebar.
- Select Edit this Article from the dropdown menu next to the article that you would like to edit prior to approving.
- Make the necessary editing.
- Choose Approve from the Status dropdown.
- Click Save to finalize changes and approve the article.
With TremenDesk, you have full control when it comes to publishing articles to the internal Knowledge Base, and doing your own quality control when it comes to seeing that they are top-notch when it comes to providing your customers with the information they need.
TremenDesk is not just the best help desk, it is more than able to help you work through an issues you might have, even if those issues are not done on purpose. Let me explain.
Sometimes, customers incorrectly submit support tickets as knowledge base articles. To convert an article into a ticket and reject the original article:
- Ensure that you are logged in.
- Go to the Dashboard.
- Click n articles link in the Articles Pending Approval sidebar.
- Select Convert to New Ticket from the dropdown menu next to the article that you would like to convert to a ticket.
- Click OK when you are asked whether you would like to proceed converting the article into a ticket.
- Choose Approve from the Status dropdown.
- Click Save to finalize changes and approve the article.
- You will be taken to the ticket creation page, with the User’s Email, Subject, and Message fields pre-populated. At this point, you may make any changes to the ticket.
- Choose a Queue to submit the ticket into.
- Click Create to create the ticket.
You have now successfully turned that help desk knowledge base article into a help desk ticket. TremenDesk is ready, willing and able to help you with your customer services woes. Why not give it a shot today?
Many people ask me, what would you consider to be the most important features (of of the many) that TremenDesk could provide to a business? No matter how big or how small the company, TremenDesk delivers you faster answers, better ways to organize information for clients and more organization of your past and present technical support issues.
Answer Questions Faster
With TremenDesk in hand, you can get your questions answered faster. Small start up business need to answer their support questions as fast as the big corporate giants do. What TremenDesk provides you with is tool you need to even the playing field. You get cooperate level technical support assistance, at a fraction of the cost.
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The TremenDesk help desk dashboard is an easy thing to get customized to best suit your needs. When working with your clients, you always want to make sure you have the best tools handy – and today we will show you how to get that done right.
To customize your dashboard:
- Go to your desk, login, and head over to the dashboard.
- Click Edit Layout.
- The dashboard will change appearance and provide move icons.
- Grab the move icon
and rearrange the blocks to suit your need.
- Click Save.
- The dashboard will once again change appearance. The next time you visit your dashboard, your new layout will be automatically loaded. Newly created blocks, if any, will be automatically placed at the bottom of your dashboard.
There you have it. For more TremenDesk news and tutorials, be sure to check out news.tremendesk.com.
Let me introduce to you what I would consider to be a better help desk dashboard. With TremenDesk we deliver everything you need to have handy, right when you login.
Tour of TremenDesk’s Help Desk Dashboard
This is our example dashboard. The dashboard you see will differ from this example, but the general information should still apply.
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As 2009 comes to an end, I thought now might be the perfect time to look at some of the most popular help desk tutorials we have featured here, to help you get more out of your TremenDesk hosted help desk account. From how to get started, to getting the most out of your account, we have a little ‘bit of something for every help desk sure, big or small.
Most Popular TremenDesk Tutorials of 2009
10. Grab a Free Hosted Help Desk
Lunarpages and TremenDesk have partnered up to provide the Lunarpages Business hosting plan customers with their own free TremenDesk account. So now, for any small or large business – you have the perfect combination of web hosting and help desk automation.
9. FAQ on Help Desk Analytics
In our final look at the statistics and analytics of the TremenDesk help desk solution, we wanted to focus on a few details we might have missed before in previous articles. You can think of this kind of like an FAQ for the statistics in the hosted help desk, TremenDesk.
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The TremenDesk free trial has been made even easier so you can try out the best hosted help desk application out there today, today! All you have to do is click the 30 Day Free Trial button on TremenDesk.com, give a few personal details and you are DONE. No hassles, no credit card information needed, no nothing! Just a simple 30 day trial so you can test out one of the best help desk systems out there today.
Start Your Hassle Free Trial, Right Now!
Want to have all your message have the same signature when messages are sent out from your TremenDesk account?
All outgoing emails originating from your desk can have a global signature, usually your company name and contact number, appended to the bottom. This global signature is different than the per-user signature that is only appended to the bottom of all ticket replies.
To set your site’s global email signature:
- Go to the Admin menu.
- Go to the Site Management menu.
- Scroll down to the Site Settings section of the page, and enter some text in the Email Signature field.
- Click Save to save the changes.
Your changes will be immediately used in new outgoing emails.
TremenDesk is the best help desk package out there today, give it a test drive today with our 30 day free trial (no credit card needed).
A quick reply or canned response will do you no good if you can not find where it is located.
Each TremenDesk has categories that individual quick replies can be assigned to. In turn, this gives you an even quicker way to access to answer you need – so your customers are better served by your timely service and support.
Adding a Quick Reply Category:
To add a new quick reply category:
- Go to the Admin menu.
- Go to the Quick Reply Management menu.
- Click the Add new category link located in Quick Replies section in the sidebar.
- Enter the Category Name.
- Click Add.
Removing a Quick Reply Category:
To remove an existing quick reply category:
- Go to the Admin menu.
- Go to the Quick Reply Management menu.
- Choose the category to delete from the dropdown in the Quick Replies section in the sidebar.
- Click the Delete button at the bottom of the screen.
To learn more about quick replies in TremenDesk, also check out:
TremenDesk is one of the most useful help desks out there today. The quick reply categories just serves as one more reason why it should be your help desk of choice.
