TremenDesk News » application

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.

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.

Better Help Desk Dashboard

admin — Mon, 04 Jan 2010 15:28:39 +0000

Let me introduce to you what I would consider to be a better help desk dashboard. With TremenDesk we deliver everything you need to have handy, right when you login.

Tour of TremenDesk’s Help Desk Dashboard

This is our example dashboard. The dashboard you see will differ from this example, but the general information should still apply.

From the example dashboard, there are several important areas to pay attention to:

The page offers a way to customize the layout of your dashboard (1).
The dashboard has one or more blocks that can be rearranged (2, 3 and 4).
The account status area, showing the current user you are logged on as and useful links (5).
The search bar from which you can perform searches (6).
The pending articles area, showing you any knowledge base articles that are still pending your approval (7).

As you can see we do more than deliver you the basics. With the TremenDesk help desk application, you get everything a support tech would need to handle any ticket thrown his or her way.

Best Help Desk Solution

admin — Fri, 18 Sep 2009 16:03:43 +0000

What makes TremenDesk the best hosted help desk package for your company? Here are the top 10 reasons why TremenDesk is the best of the best.

It is all online, so no extra software to download or manage
Being powered by Lunarpages, you know the hosting end is in good hands
The AJAX-based interface offers an extendable and useful interface, in comparison with the competitors out there
You can create multiple queues to manage multiple types of user requests and questions
Merge together duplicate tickets, to save you response time
Easily assign or un-assign tickets to specific support team members
Monitor ticket response times to make sure oldest tickets are being handled first
Check out data on each technician so you can ensure quality control
Store private notes in tickets, to help with team troubleshooting of a problem or issue that might arise
Enable e-mail handling so that any e-mails sent to you automatically have tickets created for them

The solutions don’t stop there though. I would encourage you to check out the TremenDesk features, and even more informative section of the TremenDesk site to find out more about this quality service. If you are looking for a solid help desk solution, TremenDesk is the perfect application to fit your needs.

More on the Help Desk Statistics

admin — Mon, 24 Aug 2009 19:35:48 +0000

Due to popular demand of our look into the advanced ticket stats in the TremenDesk, we had a number of people wanting to know more about how TremenDesk handles statistics.

To drill-down into the statistics, choose a relatively short term to graph. To see to-the-minute detail, you can graph the past hour. To see hourly detail, you can graph the past day. A good place to start is 2 days, which would give enough detail without being too overwhelming.

Take the following statistics graphs as one example, which were produced by showing entries from 2 days ago until now:

Just by viewing the graphs, we can see that the ticket loads in a 48-hour window is not the same. We clearly had more tickets 2 days ago than yesterday, because the peaks in the graph are higher in the left than in the right.

By rolling over the graph, we can see the exact numbers. The first image shows an average queue load of 86 at midnight on June 30th, while the second image shows an average queue load of 69 at midnight on July 1st.

Grab a Free Hosted Help Desk

admin — Wed, 08 Jul 2009 14:18:13 +0000

Lunarpages and TremenDesk have partnered up to provide the Lunarpages Business hosting plan customers with their own free TremenDesk account. So now, for any small or large business – you have the perfect combination of web hosting and help desk automation.

The Lunarpages Business hosting plan is the perfect hosting spot for any e-commerce business. Not only does it provide you with TremenDesk, but it also gives a free dedicated IP and free dedicated SSL certificate. For any store-front, that is money saved that can go back into the development of your business.

This special service is added upon request, so if you are a Business hosting plan customer of Lunarpages, be sure to contact them to let them know you want to use the best hosted help desk out there today, TremenDesk.

Scheduled Help Desk Updates and News

admin — Mon, 29 Jun 2009 17:59:03 +0000

The TremenDesk development team have a slew of new and exciting fixes and updates coming to you this Thursday, July 2nd. The best hosted help desk solution other there today will get even better as these newest updates get rolled into production. So that we can provide you with all the information you might need about your TremenDesk help desk application, here is a full list of updates that are on the way.

Here are a list of updates lined up for this week:

Retag fixes to in the changelogs
Add :prefix option to subject constructor
Fix two instances where the subject did not take into account
whether site_title actually exists or not [r5514 type:amend]
Show real email minimum length in insufficient_content emails
Scope new user autocreation into the currently-active master [#974 state:fixed]
add quota bar

Escape user display in ticket history page [#978 state:fixed]
Add note that the user can activate the theme later
Prepend to site titles in all layout options, not just the standard layout [r5493 type:amend] [#982 state:fixed]
nbsp to force content so tds render correctly [#971 state:fixed]
Instructions to set desk site title
Print progress of indexing
Instructions to set global email signature
Simplify signup action
Prevent logged-in users from signing up again, and messing the current session info
Fix linkback after (de)activating a user
Change default hardcoded email signature setting
Fix theme-creation for superusers
Apply header text color in the event that no logo was specified [#987 state:fixed]
assignment bug fix. [#975 state:fixed] [#976 state:fixed]
assignment bug fix. [#976 state:fixed]
Clarify that a list of open assignments is on the dashboard [#983 state:fixed]
Show “enter a search term” in the search box
Add generator warning to help index
Include helpers required to process helper body
User is no longer logged in automatically after signup if email address confirmation is required [#954 state:fixed]
Throw user back to login page if no confirmation is required
Remove old redirector service
Remove test error action method
Keep a section map list when processing a subchapter
Implement the dynamic notification background worker [#957]
Add monitor matching
Reserve the username “tdadmin”
Upgrade backgroundrb from github.com
Fix the backgroundrb configuration location
Fix status registration
BDRb test helper
BackgroundRb persistence queue database table
Fix background job display
Show exceptions during solr processing
Keep track of exceptions raised by dynamic notifications
Disable persistence by default, and increase delay from 5s to 1m on all environments
Add :active named scope to dynamic notifications Keep current page on user activation / deactivation
dont add *.clients.tremendesk.com domains to postfix
customer name scope
Add :developers named scope for user model
Add “add new user” link
Create new user from admin mgmt page [#981]
Bulk user creation as an admin [#981 state:fixed]
Add note that adding an image logo will automatically hide the site title from the upper-left corner of every page [#991 state:not-a-bug]
Treat empty images set as if no image is actually set
If theme image size is 0, then the browser probably does not support the operation [#988]
Show image in MSIE so that the script can extract the image size [#988 state:fixed]
Check to make sure the form can be observed (MSIE fix)
Fix form section IDs
Manually create the table row on the “create ticket for someone else” section of the new ticket page to force the 2nd cell to 100% so that it does not shrink in MSIE <=7 [#970
state:fixed]
Lower threshold for transform block quotes processing from 15kB to 7.5kB [e3001] [e2997] [e2994] [e2992] [e2986] [e2985] [e2983] [e2982] [#992 state:fixed]
Remove multi-newlines before processing blockquotes
Add ability to override existing theme by setting a session flag
Implement theme previewing and exit-previewing
Fix email signature display in all HTML-formatted outgoing emails
Show 20 bans per page
Add DeskQueue#to_plain_option
Add code to actually send the notification of dynamic notification matches
Show 20 users per page
Protect against invalid YAML files
Fix colspan in IP ban list
Migration 041 to widen the IP fields in IP bans to accommodate IP addresses above 127.255.255.255
Upgrade schema to version 41
Active theme is tracked per-master, not per-theme, so there is no need to explicitly deactivate every theme in the current master
Add primary domain support column
Add primary domain to the model, with fallback to the first domain in the list
Account for primary domain even in the “master” master account
Use the primary domain when constructing the system URL
Opt for if-else rather than a begin-rescue block when constructing the system URL
Remove domain form from master creation
Remove manual href construction in notifier views and replace them with link_to calls which are now safe to do
Add real new-assignment notification email templates
Send out notification when ticket is assigned
Perpetual license
Slimmer spinner
Add an OK color span
Add skinny spinner display with custom ID
Check whether domain is the current primary
Re implement master site domain editing to a cleaner workflow that matches email mapping; includes primary domain implementation
Remove old javascript-based domain form editing that is now replaced with a sleeker ajax-based domain form
Protect user from removing the current domain and the current primary domain
Destroy admin controls upon user level change instead of simply sweeping the calculated cache
Reindent quota controller
Clean up quota display and controller
Remove old “common options” duplicated in script options now
Remove display “X of Y” if no quota is set
Implement new-style script outputting
Add predetermined word to messages randomly
Fix overlapping populator switches
Option of number of paragraphs
Randomize IP address
Add update solr option
Add –force flag
Add patch to prevent emails from being transferred
Do not send populate emails by default
Add default solr option to populate script

As you can see, even though TremenDesk is a rolled out service – which is ready for anybody to use, and is helping many business manage their own support request, the TremenDesk development team is continuously updating to make TremenDesk an even better hosted help desk solution.

Easy to Use Help Desk

admin — Fri, 12 Jun 2009 19:07:02 +0000

The TremenDesk is one of the easiest to use help desk choices out there. Taking the software as a service model and making it work for the customers and clients, instead of against them, we can provide a model that is both low on maintenance and easy to use.

No Work Needed!

One of the major advantages of a hosted application like TremenDesk is the very low maintenance needed. In today’s tough economic times, it is nice to know you can cut down on time it takes to secure the script, update it, and keep it running. You let us worry about these things. All you need to worry about is keeping your own customers and clients happy!

Also, TremenDesk is there for any employee or staff member to use. No matter if they are in the office with you, or living across the country. You both have the quick and easy access to the queues at any given time.

Anybody Can Use It!

Another benefit of TremenDesk over some of the competitors out there is all you need is an active Internet connection and web browser to use it. If you are familiar enough with posting to a blog or using message boards, the simplified controls of the TremenDesk will seem like second nature to you.

No More Complicated Licenses

We aren’t here to give you complicated licenses that only a select few know how to read, and a lawyer loves. As I explained before, the TremenDesk is setup to work to your advantage. What this means, is that you can say goodbye to the oddball license issues you have with other help desk services.

Looking at another help desk out there, I have seen them gouge you for money on every turn. All that we ask for is a ridiculously low subscription. What do you get out of the deal? You get more than your fair share of services, support and time back in your life – because the above mentioned benefits are saving you both time and money.

Getting Familiar with the Active Ticket List

admin — Fri, 12 Jun 2009 18:25:21 +0000

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.

TremenDesk News » application

What are Ticket Excerpts?

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Getting to Know the Knowledge Base

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How to Setup New Users

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Better Help Desk Dashboard

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Best Help Desk Solution

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More on the Help Desk Statistics

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Grab a Free Hosted Help Desk

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Scheduled Help Desk Updates and News

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Easy to Use Help Desk

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Getting Familiar with the Active Ticket List

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