TremenDesk News » admin

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.

Removing Domain Name Aliases from TremenDesk

admin — Wed, 04 Nov 2009 16:11:33 +0000

Domain name management from within TremenDesk could not be any easier. We have already shared with you how to add a domain name alias to the hosted help desk system. Here is how you would remove a domain name alias from the help desk.

To remove an existing domain alias:

Go to the Admin menu.
Go to the Site Management menu.
Go to the Domain Aliases section of the page.
Click the icon next to the domain alias entry you would like to remove.
Click the Save button.

Note: It may take up to ten minutes for our systems to process your domain name entry.

There you have it, now you know how to both add and remove domain name aliases from the hosted help desk, TremenDesk. TremenDesk is by far one of the world’s best help desk applications. Let us prove it to you today – sign up for free at TremenDesk.com.

User Levels in TremenDesk

admin — Thu, 10 Sep 2009 17:23:03 +0000

I recently got an e-mail from TremenDesk user who wanted to know more about how the user levels are the same, and different – and what is the use for each.

To help you understand the various user types in TremenDesk, check out this list, from the most common, to the most unique:

Customer
Customers can view and reply to any ticket opened by or opened for themselves, and is subject to smart throttling to prevent them from spamming the desk.

Whitelisted Customer
Whitelisted customers can view and reply to any ticket opened by or for them, but isn’t subject to any throttling or limitations imposed to regular customers.

Tech
Techs can perform various actions (view, reply, search, add note) on tickets that are in a queue that the user has permission over.

Supervisor
Mostly similar to techs, but supervisors can also view ticket statistics of techs located in the same department.

Manager
Managers have various administrator permissions, except access to site settings and ticket fields.

Admin
Admins have all administrative permissions by default. If you own a single-account license, or own multiple single-account licenses, your default account is automatically an admin. Multisite desks can also have admin access to assign a user control over an entire desk, but not an entire cluster of desks controlled by that license.

Hope that helps to explain how the different rolls for users in the TremenDesk application differ from one another. Remember, if you ever have any other TremenDesk questions – feel free to leave them in the comments.

Navigation Tips for TremenDesk

admin — Thu, 16 Jul 2009 14:35:03 +0000

At the top of each TremenDesk account, you should see the following navigation options. Depending on your access level to the desk, you might (or might not) see the admin section. Also, if your not logged in – then all you see is “Submit New Ticket” and “Knowledge Base”.

Here are each of the menu options, and where they go:

Dashboard – By default, all users will see a dashboard generated just for them when they log in. It provides information about the tickets and queues you are currently interacting with.
Submit New Ticket – This is where the magic happens. By clicking this link, you can submit a new ticket to be answered. Clients can use this link to submit questions, concerns and feedback. Your own help desk staff can submit ticket too, for internal use or to fill it out for one of your clients to move the issue to the help desk interface, rather than something like e-mail.
Knowledge Base – The Knowledge Base is your own publicly accessible database of tips, tutorials, FAQs and more. From here your customers can find the help they need before they have to put in a ticket for it.
Tech Statistics – From here, you can access your own ticket statistics (seeing how many tickets you have answered and in what queues. If you are an admin, you can also see these statistics for other members of your own staff.
Help – The Help link leads you to a user guide for the TremenDesk written by the developers to help you learn more about how best to use your hosted help desk application.
Admin – This is the area that gives you access to all the administration tools to your TremenDesk account. From here you can manage all aspects of the help desk, from uses, themes and more.

This top navigation on your TremenDesk account is the key to your proverbial kingdom when it comes to mastering your own help desk needs. From here you can visit each section of the help desk as needed. As you see, with TremenDesk – we keep it nice and easy, because we think it is important to provide a help desk application everybody can use.

TremenDesk News » admin

Setting up Administrative Levels in TremenDesk

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Removing Domain Name Aliases from TremenDesk

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User Levels in TremenDesk

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Navigation Tips for TremenDesk

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