TremenDesk News » Features

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.

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.

Getting to Know the Knowledge Base

admin — Mon, 21 Jun 2010 15:55:24 +0000

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 to Setup New Users

admin — Tue, 15 Jun 2010 16:54:00 +0000

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.

This Week’s Upates

admin — Thu, 03 Jun 2010 21:21:01 +0000

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.

Random Posts

Improvements, Requests, Anyone?

admin — Wed, 26 May 2010 20:31:55 +0000

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?

Random Posts

TremenDesk and iPhone!

admin — Thu, 20 May 2010 21:43:29 +0000

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

Random Posts

TremenDesk Updates and Fixes

admin — Tue, 04 May 2010 23:56:21 +0000

This week the following updates and fixes were pushed live:

Quick replies are now under access control
Improvements in theme generation
Knowledge base article improvements / deletion is fixed
Some minor bug fixes

Do you have a feature request or suggestion? Please comment below!

TremenDesk News » Features

Custom Ticket Fields in TremenDesk

Related Help Desk Posts

Advanced Ticket Stats in TremenDesk

Related Help Desk Posts

What are Ticket Excerpts?

Related Help Desk Posts

Hosted Help Desk Ticket Statistics

Related Help Desk Posts

Getting to Know the Knowledge Base

Related Help Desk Posts

How to Setup New Users

Related Help Desk Posts

This Week’s Upates

Random Posts

Improvements, Requests, Anyone?

Random Posts

TremenDesk and iPhone!

Random Posts

TremenDesk Updates and Fixes

Random Posts