TremenDesk News » Features

Advanced Ticket Stats in TremenDesk

admin — Wed, 25 Aug 2010 10:41:35 +0000

Want a few more statistics and analytics than your current hosted help desk is giving to you? TremenDesk provides all sorts of analytic data on and about the usage of your help desk.

To see a bigger picture view of the statistics, choose a relatively long term to graph. A good place to start is 1 month, which would allow you to see any weekly trends.

Continuing from our preview example graphs, take the following graph that was produced by showing entries from 14 days ago until now:

We can see that queue loads jump on Tuesdays (June 23 and June 30, 2009) and not Mondays.

Hope the helps to give you a preview of what the advanced ticket statistics mean. Remember, to lean more about how great the TremenDesk hosted help desk is, be sure to check it out at TremenDesk.com.

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.

Free Trial Help Desk – Now Even Easier!

admin — Mon, 14 Dec 2009 16:16:19 +0000

The TremenDesk free trial has been made even easier so you can try out the best hosted help desk application out there today, today! All you have to do is click the 30 Day Free Trial button on TremenDesk.com, give a few personal details and you are DONE. No hassles, no credit card information needed, no nothing! Just a simple 30 day trial so you can test out one of the best help desk systems out there today.

Start Your Hassle Free Trial, Right Now!

Replace Your E-mail Mess with TremenDesk

admin — Fri, 04 Sep 2009 15:51:40 +0000

Many people just look at TremenDesk as one of the best stand-alone and fully-featured help desk solutions out there. Don’t get me wrong, it does that job extremely well, but some of our users have been thinking outside the box and using it in unique and interesting ways. Need an example? What about people who use TremenDesk to replace their e-mail system?

Thanks to the easy way that TremenDesk allows you to assign an e-mail address to each ticket queue, you can now filter your small business’s e-mails in a more effective way. Instead of using yourself as the main “go to” guy or gal, you can create a number of different e-mail addresses based around your business such as:

ads@yourowndomainname.com for advertising request
contact@yourowndomainname.com for contact requests
support@yourowndomainname.com for support requests
feedback@yourowndomainname.com for customer feedback

The possibilities with this type of e-mail based filtering goes on and on. Now you have specific types of requests being filtered to different parts of your own TremenDesk help desk. You can then manage each in a much more organized way or assign the duty of replying to them to others in your business with out giving them access to the full e-mail account.

TremenDesk isn’t just a great hosted help desk solution, it makes for a unique way to get your incoming e-mails taken care of too.

Better Manage User Help Desk Permissions

admin — Wed, 02 Sep 2009 15:17:17 +0000

The TremenDesk hosted help desk application allows you to better control your user’s help desk permissions.

Queue permissions are actually nested under the Tickets Management administrative permission. To grant a user access to all queues, check the Tickets Management checkbox:

To grant the user access only to certain queues, leave the Ticket Management checkbox unchecked. You will then be able to assign per-queue permissions:

Assign
When checked, the user will be able to assign tickets located in that queue to other users.

Close
When checked, the user will be able to close tickets located in that queue.

List

When checked, the user will be able to list all tickets located in that queue. This option is recommended when also checking other permissions for a queue, but is not required.

Move
When checked, the user will be able to move any ticket located in the corresponding queue into any other queue.

Note
When checked, the user will be able to add a note to any ticket located in the corresponding queue. To be able to add a note to a ticket, the user must be able to Read the ticket as well.

Prioritize
When checked, the user will be able to reprioritize any ticket located in the corresponding queue.

Read
When checked, the user will be able to read any ticket located in the corresponding queue. This option is recommended when the user can also List tickets.

Reply
When checked, the user will be able to reply to any ticket located in the corresponding queue. To be able to reply to a ticket, the user must be able to Read the ticket as well.

Users that have the Ticket Management administrative permission will essentially have all of the above permissions for all existing queues and automatically have access to newly created queues. Users without the administrative permission will have to be granted access to newly created queues before they can access them.

FAQ on Help Desk Analytics

admin — Wed, 26 Aug 2009 14:27:49 +0000

In our final look at the statistics and analytics of the TremenDesk help desk solution, we wanted to focus on a few details we might have missed before in previous articles. You can think of this kind of like an FAQ for the statistics in the hosted help desk, TremenDesk.

Ticket queue statistics is a feature that allows you to compare the number of tickets in different queues, or compare the number of tickets in a queue at different times in the past. The feature is divided into two parts:

the overall queue loads
the average queue loads

Overall queue loads show how many tickets have been active in a specific time period. For example, if you’re viewing the ticket queue statistics for the last 48 hours, you may see the following message:

There are 1318 tickets between 2 days ago and now in all queues.

This statistic simply tallies the total number of tickets in the period you chose. The graphs (like those we showed you the past few days) convey the ticket numbers in queues at one time, and do not reflect the total number of tickets.

Some things to note about ticket queue statistics graph:

Statistics are updated in 15-minute intervals, which means that the graph will only take into account tickets that are active for at least 15 minutes.
It may take several hours to populate statistics for new queues. The busier your queues are, the more statistics the system can gather.
It may take several days of operation until the graphs can be useful, especially if you’re interested in trends.
Statistics are only kept for 60 days.

TremenDesk is by far the best hosted help desk application out there today. Want to give it a shot? You can sign up and test it for free on TremenDesk.com.

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.

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 » Features

Advanced Ticket Stats in TremenDesk

Related Help Desk Posts

Getting to Know the Knowledge Base

Related Help Desk Posts

Free Trial Help Desk – Now Even Easier!

Related Help Desk Posts

Replace Your E-mail Mess with TremenDesk

Related Help Desk Posts

Better Manage User Help Desk Permissions

Related Help Desk Posts

FAQ on Help Desk Analytics

Related Help Desk Posts

Scheduled Help Desk Updates and News

Related Help Desk Posts

The Best Hosted Help Desk… Ever?

Related Help Desk Posts