TremenDesk News » Tutorials

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.

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.

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.

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.

Rejecting New Knowledge Base Articles

admin — Thu, 13 May 2010 16:40:50 +0000

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.

To reject new articles:

Ensure that you are logged in.
Go to the Dashboard.
Click n articles link in the Articles Pending Approval sidebar.
Select Reject this Article from the dropdown menu next to the article that you would like to reject.
Click OK when you are asked whether you would like to proceed.

Sometimes not all articles are great, so some might need to be cut to keep up your quality control. TremenDesk is here to give you better tools to manage your hosted help desk solution. Get your customers the help they deserve and try out TremenDesk today.

How to Add a Signature to TremenDesk

admin — Mon, 10 May 2010 14:49:31 +0000

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.

Custom Navigation Links on Your Help Desk

admin — Wed, 07 Apr 2010 15:21:53 +0000

Another way that TremenDesk allows you to customize the way it is used is by allowing you to change and edit the navigational links you see across the top of every help desk. This can help when it comes to mixing the navigation of your own web site elements with the TremenDesk help desk experience. Today, I will share with you how you can add your own links to TremenDesk.

To add custom navigation links to the page header:

Go to the Admin menu.
Go to the Site Management menu.
Scroll down to the Site Settings section of the page, and enter the text and link for the navigation menu link.
Click Save to save the changes.
The new navigation menu link should be visible immediately.

That is it. TremenDesk is the only help desk solution that makes this level of customization this easy. Try customizing your own navigational links to see how easy it is.

TremenDesk News » Tutorials

Custom Ticket Fields in TremenDesk

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Adding Notes to TremenDesk Tickets

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Setting up Administrative Levels in TremenDesk

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How to Login to TremenDesk?

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Hosted Help Desk Ticket Statistics

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Managing TremenDesk Quotas

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How to Setup New Users

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Rejecting New Knowledge Base Articles

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How to Add a Signature to TremenDesk

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Custom Navigation Links on Your Help Desk

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