Submitting a New Help Desk Article

admin — Mon, 08 Feb 2010 12:36:59 +0000

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.

When adding new articles, I would often recommend you have some sort of basic outline in mind, when it comes to organization. You might plan ahead and get all your knowledge base categories planned out for your help desk before you start filling it up. This way your users should have an easier time going through your content and finding what they need to know.

TremenDesk is one of the best (if not the best) hosted help desk application out there today. Now knowing how to add new articles to the TremenDesk hosted help desk interface, you are ready to support your customers and answer their questions, even before they ask them.

What are Queues?

admin — Mon, 08 Jun 2009 19:38:40 +0000

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.

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