The active ticket list in any queue is an important part of the TremenDesk help desk service. From here, you can easily see the tickets you have yet to answer – and gain control of these tickets in a great number of ways.
By clicking on one of the ticket titles, you will be taken to that specific ticket. If you click anywhere on that line where the ticket is, you can highlight it to. (see the example picture above) By doing this multiple times, you can select multiple tickets a time to modify.
The mass actions you have at your disposal to modify these tickets include:
- Assign to Myself
- Close
- Lock
- Mark as Spam
- Move to Different Queue
For example, let us say you had two spam-like tickets at the end of your queue. All you would need to do is click on the empty space beside the title ticket on both tickets to highlight them both. Next, select from the “Select a Mass Action” drop down list to “Mark as Spam”. Those two tickets are now out of your queue and will be automatically deleted after 30 days.
looking a little closer, here is what one ticket in the active queue might look like:
The place where it says, “TremenDesk” would be the title of the ticket. You would click this to see the ticket in question. “Opened – Awaiting Tech” would be the status of the ticket. The words “In Support Queue” tell you which queue this ticket is in. Finally, “Replied 9 Days Ago” tells you the last time the ticket was replied to.
I hope this helps you become a little more familiar with how a ticket queue works from within the TremenDesk help desk online application.
A nightmare of an event for any user is when he or she loses a password. Thankfully though, for users of the TremenDesk help desk, is is something you need not worry about. Sure, you could lose your password. Everybody does that from time to time. However, with the TremenDesk, recovering your password is an easy thing to do.
If you forgot your password and need to reset it:
- Go to your desk, and click the reset your password link in the sidebar, or the login page.
- Enter your username or email address with which you signed up on the desk in the Username or email field.
- Click Reset Password to continue.
- Check your email, and locate the 6-character long security code.
- Enter the security code in the Confirmation code field, and click Confirm.
- You will be automatically logged into the desk after successfully entering and confirming your security code. Your new random password will also be sent to your email address. We strongly recommend changing your password once you receive it.
So now, if you ever find yourself without your TremenDesk password, you are set on how to get it recovered and reset. You might also keep this post handy to share with your own TremenDesk clients so that they can reset their own lost passwords too.
TremenDesk is one of the best (if not the best) self-hosted help desk. Now, you might say that is a big title to give to such a new product, however I can let you know why the TremenDesk is so grand with three simple examples.
Hosting and Script – All in One!
The fact that is a self-hosted help desk application means you do not have to worry about installing or updating scripts any longer. You can let our expert team of TremenDesk administrators worry about that for you.
Easy to Use!
TremenDesk is one of the easiest help desks to use as an admin, support crew member or even as a user. No matter what privileges you may have as a user, you are bound to find the interface self-explanatory. I challenge anybody to use the hosted help desk, and tell me they had a trouble with it after 24 hours of using it. You bet you can’t.
Customizing it is a Breeze!
The third reason why TremenDesk is the number one help desk application out there is that you can customize it to fit your needs. You can put in your own background image, your own header image, change the colors to fit your needs and watch as your users compliment you on a well designed and useable help desk solution.
Now I could honestly go on all day about the excellent features of the TremenDesk self-hosted help desk solution. What are your own favorite features? Be sure to write in and let us know.
How would you like to automatically have tickets filed into your help desk from customers or clients e-mailing a certain address. This gives your users one more gateway to get into your queues so that you can help them with what they might need. TremenDesk comes with this ability built in, for any queue you may create.
Here are the basics on how to map an e-mail address to a queues:
- Go to the Admin menu.
- Go to the Ticket Queue Management menu.
- Choose an existing queue from the list.
- Go to the E-Mail Addresses section on the page.
- Enter the email address you would like to map to the desk in the text field, and click the Add this E-Mail button.
This is the usefulness of the TremenDesk help desk in action. Now you can easily map an e-mail address to a queue, with absolutely no fuss at all. It is something that takes five seconds to do, and adds so much functionality to an already superb help desk product.
Reminder: If your domain is hosted or registered with another company, you will need to make sure it is pointed at ns1.tremendesk.com and ns2.tremendesk.com. Once you have done so, you can handle things like e-mail creation correctly, through the TremenDesk interface.
Once you get to using the TremenDesk, one question you might have is, “What are Queues?”. Simply put, these are going to be the kind of categories that your tickets will be organized into. For an example, you might have a queue name Support to organize all of your support related tickets into. You might have another one named Feedback to categorize your feedback tickets into. They are sort of your drawers in your own virtual filing cabinet.
For each department of your business, you could create a different queue. Then you can give the people who need to answer one type of ticket access to one queue and another team of individuals access to another queue for another type of ticket.
How do you add a new Queue?
Adding a Queue to the TremenDesk is a simple thing to do.
- Go to the Admin menu.
- Go to the Ticket Queue Management menu.
- Click the Add New link.
- Add a Name to your queue. This name must be unique in your desk. That is, you cannot have two or more queues with the same name.
- If you would like your users to be able to submit tickets to the queue directly from the Submit New Ticket page, check the Is submitable checkbox. To allow your users to submit tickets directly to the queue via email, see the section about Managing Email Address Maps below.
- Click Save and your new queue will be available immediately.
There you have it. Now you can easily divide your TremenDesk up into different queues for different types of tickets you might receive.
A quick reply is a term used in help desk software to describe a pre-defined answer to a question that you have decided to save for later. For example, if you get a lot of questions about where you are located you might create a quick response giving your postal address.
Creating a new quick response using the TremenDesk is a very easy task to accomplish. You will want to click the link labeled “Admin” at the top of your TremenDesk account, and then select “Quick Reply Management”.
Once you are inside of the Quick Reply Management page, you can easily add, edit remove quick replies and categories through the web page’s interface.
First, select a quick reply category. If you do not have one, or you wish to add your quick reply under new category be sure to click the “Add new category” link. You will then be taken to that category’s page. From there, look at the right-hand menu and locate “Add entry in ‘category’” (with ‘category’ being the category you picked in the previous step.)
You are now given a page that asks for a title, where you would place the title of your quick reply, content, where you would place the text of your quick reply, and category, where you can change the category (if you wish) or see the current category it is listed for.
Once you are done editing or creating your quick reply, click the “Add” button. If you have changed your mind, and you no longer wish to add a new quick reply, click the link that says ”cancel”.
I hope that assists you with the creation of your quick reply, and gives you a better understanding of what all you can do within the Quick Reply Management page. Having a quick reply handy means that you will be able to save both time and money when it comes to dealing with your own tickets and responses.
