TremenDesk News » help desk software http://news.tremendesk.com Tutorials, tips, how-tos and news on and about the TremenDesk help desk service. Thu, 02 Sep 2010 20:41:52 +0000 en hourly 1 http://wordpress.org/?v=3.0.1 Custom Ticket Fields in TremenDesk http://news.tremendesk.com/2010/08/custom-ticket-fields-in-tremendesk/ http://news.tremendesk.com/2010/08/custom-ticket-fields-in-tremendesk/#comments Mon, 30 Aug 2010 12:16:44 +0000 admin http://news.tremendesk.com/2009/08/custom-ticket-fields-in-tremendesk/ 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 Field Managment in TremenDesk

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:

  1. Go to the Admin menu.
  2. Go to the Ticket Fields Management menu.
  3. 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:

  1. Go to the Admin menu.
  2. Go to the Ticket Fields Management menu.
  3. Click the Delete icon next to the ticket field you would like to permanently remove.
  4. 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.

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]]> http://news.tremendesk.com/2010/08/custom-ticket-fields-in-tremendesk/feed/ 0 10 Most Popular Help Desk Tutorials http://news.tremendesk.com/2009/12/10-most-popular-help-desk-tutorials/ http://news.tremendesk.com/2009/12/10-most-popular-help-desk-tutorials/#comments Mon, 28 Dec 2009 15:27:43 +0000 admin http://news.tremendesk.com/2009/12/10-most-popular-help-desk-tutorials/ As 2009 comes to an end, I thought now might be the perfect time to look at some of the most popular help desk tutorials we have featured here, to help you get more out of your TremenDesk hosted help desk account.  From how to get started, to getting the most out of your account, we have a little ‘bit of something for every help desk sure, big or small.

Most Popular TremenDesk Tutorials of 2009 

10.  Grab a Free Hosted Help Desk

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. 

9. FAQ on Help Desk Analytics

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.

8. How to Create a Quick Response

A quick reply is a term used in help desk software to describe a pre-defined answer to a question that you have decided to save for later.  For example, if you get a lot of questions about where you are located you might create a quick response giving your postal address. 

7. How to Brand Your Help Desk

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.

6. Setting up Administrative Levels in TremenDesk

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.

5. Custom Ticket Fields in TremenDesk

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.

4. More on the Help Desk 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.

3. Best Help Desk Solution

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. 

2. Hosted Help Desk Sidebar Tutorial – Part 2

Welcome back to our guide through the TremenDesk hosted help desk sidebar.  When we last left you, we went over the top of the sidebar, and this time around we are going to look at the meat and potatoes that really make it fantastic. 

1. Getting to Know the Knowledge Base

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.

We hope you enjoyed these, and stay tuned in 2010 – because I am sure we will have even more great TremenDesk tutorials for you to learn from.  If your looking for a hosted help desk application, none are better than TremenDesk.

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]]> http://news.tremendesk.com/2009/12/10-most-popular-help-desk-tutorials/feed/ 0 Setup a New Announcement in TremenDesk http://news.tremendesk.com/2009/10/setup-a-new-announcement-in-tremendesk/ http://news.tremendesk.com/2009/10/setup-a-new-announcement-in-tremendesk/#comments Mon, 26 Oct 2009 11:07:18 +0000 admin http://news.tremendesk.com/2009/10/setup-a-new-announcement-in-tremendesk/ You may or may not have noticed that there is an announcement feature in TremenDesk.  This lets you ad the help desk owner create a message which will be the first thing a user sees when they visit your site.  It could come in handy for giving general information, telling them how to use the desk, or anything else.  Here is how you get your first announcement set up.

Step One

Once logged into your own TremenDesk account, click on the Admin link in the top of the TremenDesk interface. 

Admin link in TremenDesk

Step Two

Next, click the link that reads, “Announcements Management”.  This is the page you will need to help you add, edit or remove announcements from the desk’s front page.

Setup an Announcement in TremenDesk

Step Three

Now, all you have to do is click the “Add New” link to add a new announcement to the front page of your TremenDesk account. You will need to give your announcement these things:

  • Title
  • Subtitle
  • Content

After you have done so, you can select to show or hide the announcement by checking or un-checking the checkmark box next to “Is visible?”.   Once you are done, hit the button labeled, “Create”.

You are done!  Now your TremenDesk account’s front page is a little more decorated and you have a way to edit that message a user sees when he or she first comes upon using your hosted help desk application

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]]> http://news.tremendesk.com/2009/10/setup-a-new-announcement-in-tremendesk/feed/ 0 Submitting Knowledge Base Articles Help http://news.tremendesk.com/2009/09/submitting-knowledge-base-articles-help/ http://news.tremendesk.com/2009/09/submitting-knowledge-base-articles-help/#comments Mon, 14 Sep 2009 11:40:29 +0000 admin http://news.tremendesk.com/2009/09/submitting-knowledge-base-articles-help/ Every TremenDesk hosted help desk application comes with a knowledge base, where you can store tutorials, information, tips, FAQs and more about the services you are providing.  Of course, that is only useful if you know how to submit new articles to that knowledge base. 

To submit a new knowledge base article:

  1. Ensure that you are logged in.
  2. Click Knowledge Base menu in the navigation bar.
  3. Click on the Knowledge Base category you want to submit the article under.
  4. Click the Submit new article link
  5. Choose the Category to file the article under.
  6. Enter the article Title and Content.
  7. Click Submit.

Submit a Help Desk Article to the Knowledge Base

Once you have done that, your new article will have been submitted to the knowledge base so it can help both your staff and your clients get the answers they are looking for.

That is just one more reason why TremenDesk is the best hosted help desk out there today.

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