TremenDesk News » customize

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.

Using Images in TremenDesk Themes

admin — Tue, 13 Apr 2010 18:34:28 +0000

TremenDesk allows you to easily upload your own custom images to help you customize your hosted help desk to suit your needs. Today I am going to cover the basics of how to upload an image to use on your help desk theme and how to use that file that you add to the TremenDesk system.

To upload an image for use in themes:

Create a new theme, or edit an existing theme if you are not creating or editing one already.
Click on the change or upload link located next to any image field on the page.
A new window will open. The new window contains two sections:
- Upload New Image allows you to upload a new image into your resource repository. To upload a new image, select the image from your computer and click Upload. If the upload succeeds, the page will refresh and the file will be selected at the bottom of the screen. To use it, click Use This File. You can upload more images as well.
- Select Existing File allows you to select an image you have already uploaded and use it for the image field in the theme editing page. To choose a specific image, click on the radio box next to the file name, and click Use This File.
Once you click Use This File in the file selection window, that window will close and you will be returned to the theme editing page where you can continue with editing the theme.

Note: All images you upload will be available for use in any of your themes. This means that if you already have logo.png and uploaded another logo.png file, your original logo.png will be overwritten, even if you uploaded them from different themes. Also, images you upload will be counted towards your file storage quota.

I hope that helps out, and if you have any questions about TremenDesk be sure to visit TremenDesk.com for the answers.

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.

How to Customize the Help Desk Dashboard

admin — Mon, 11 Jan 2010 18:15:17 +0000

The TremenDesk help desk dashboard is an easy thing to get customized to best suit your needs. When working with your clients, you always want to make sure you have the best tools handy – and today we will show you how to get that done right.

To customize your dashboard:

Go to your desk, login, and head over to the dashboard.
Click Edit Layout.
The dashboard will change appearance and provide move icons.
Grab the move icon and rearrange the blocks to suit your need.
Click Save.
The dashboard will once again change appearance. The next time you visit your dashboard, your new layout will be automatically loaded. Newly created blocks, if any, will be automatically placed at the bottom of your dashboard.

There you have it. For more TremenDesk news and tutorials, be sure to check out news.tremendesk.com.

How to Brand Your Help Desk

admin — Thu, 25 Jun 2009 18:24:00 +0000

Are you looking for a way to put your own brand on the TremenDesk account you just purchase or might be considering purchasing? Adding a logo to the top of your help desk gives you a professional look and feel that your clients and customers will appreciate.

Add Your Own Logo or Graphic to TremenDesk’s Header Section

You can add a logo to your hosted help desk by creating a new theme and uploading a logo image for that theme. It is really easy to do, and I will show you how in just a few simple steps.

To upload an image for use in themes:

Create a new theme, or edit an existing theme if you are not creating or editing one already.
Click on the change or upload link located next to any image field on the page.
A new window will open. The new window contains two sections:
- Upload New Image allows you to upload a new image into your resource repository. To upload a new image, select the image from your computer and click Upload. If the upload succeeds, the page will refresh and the file will be selected at the bottom of the screen. To use it, click Use This File. You can upload more images as well.
- Select Existing File allows you to select an image you have already uploaded and use it for the image field in the theme editing page. To choose a specific image, click on the radio box next to the file name, and click Use This File.
Once you click Use This File in the file selection window, that window will close and you will be returned to the theme editing page where you can continue with editing the theme.

Please be aware that all images you upload will be available for use in any of your themes. This means that if you already have logo.png and uploaded another logo.png file, your original logo.png will be overwritten, even if you uploaded them from different themes. Also, images you upload will be counted towards your file storage quota.

The Best Hosted Help Desk… Ever?

admin — Tue, 09 Jun 2009 20:00:11 +0000

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.

TremenDesk News » customize

Custom Ticket Fields in TremenDesk

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Using Images in TremenDesk Themes

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Custom Navigation Links on Your Help Desk

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How to Customize the Help Desk Dashboard

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How to Brand Your Help Desk

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The Best Hosted Help Desk… Ever?

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