TremenDesk News » help

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.

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.

Managing TremenDesk Quotas

admin — Mon, 28 Jun 2010 17:17:54 +0000

With the hosted help desk TremenDesk at your side, you are given many options when it comes to managing your quotas. Now depending on the quota type, how you relate to it may change.

So to simplify things for you – let us first go over what type of quotas there are:

Disk Quota governs the space used by your attachments and database items (including any resource files used by your desk themes). After you go over this quota, you will not be able to upload new attachments, and any incoming attachments via email will be automatically dropped, until you delete existing attachments to free up space, or purchase more space.

Queue Quota governs the number of queues you may have at one time. After you exceed this quota, you will no longer be able to add more queues until you delete an existing queue, or increase this quota by purchasing add-ons.

Technician Quota governs the number of technicians you may have active at one time. After you exceed this quota, you will no longer be able to promote users to technicians (or any user level higher) until you demote any existing technicians, or increase this quota by purchasing add-ons.

Ticket Quota governs the number of tickets you may have in total. After you exceed this quota, your users will not be able to submit more tickets to you, and your technicians will no longer be able to open new tickets on behalf of your customers, until increase this quota by purchasing add-ons.

How can quotas be managed? All you need to do is go to your Admin menu, and then navigate yourself to the Quota Management menu. To increase quotas, go to your account manager and purchase add-ons as necessary. Quota increases will be processed once an hour, so it may take up to one hour for your new quota to be picked 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.

How to Add a Signature to TremenDesk

admin — Mon, 10 May 2010 14:49:31 +0000

We get asked about this quite often, and changing or adding a signature to your TremenDesk replies is simple. After you login to your TremenDesk, click on My Profile and Preferences. From here, scroll down to the User Profile section, where you should see a big empty text box just waiting for your signature.

Inside the text box, you will type out your own signature. HTML or any other special code is not allowed, however you can insert text and web page URLs. When you write you an address (for an example, like http://www.tremendesk.com) it will automatically be turned into a clickable link when somebody sees it in the ticket. Also page breaks are also recognized, so you can have multiple lines, such as:

HelpDesk Guy
TremenDesk Support

http://www.tremendesk.com

When you insert an e-mail address, it too will be clickable when when shown in a ticket too. Once you have completed your signature or signature edits, click on the “Save” button on the bottom of the Edit Profile web page.

Now, with each ticket you reply to, you will see your signature has been automatically added to the message before you even start typing. This is just one more feature that makes the TremenDesk help desk one of the best hosted help desk solution.

How to Sign up for a Help Desk

admin — Mon, 22 Feb 2010 15:54:01 +0000

Anybody out there can sign up for TremenDesk. This help desk software is easy enough to order and to use for any business at any level. Today, I though I would show you how easy it is to quickly get your new TremenDesk hosted help desk ordered and setup.

How to Sign Up For a Help Desk

Signing up for a TremenDesk hosted help desk is an easy thing to do. To start the process, all you have to do is go to TremenDesk.com and locate the, “Buy TremenDesk Now!” button.

Giving Basic Info, Setup Domain Name Type

Next, you will be taken to the sign up page for your new TremenDesk account. Under Contact Information, be sure to give us your full name and e-mail address.

Domain Name Information

Under Choose Domain, you can select to register a new domain name, setup a sub-domain or tell us you already have a domain name registered for this new TremenDesk account.

If you already have your domain name hosted with Lunarpages, please choose a sub domain, as your order will not process otherwise. Examples: support.yourdomain.com, help.yourdomain.com

Once your account is activated, we will provide you with the nameserver information so that your domain or sub domain will resolve to your TremenDesk account.

Billing and Affiliate Referral Information

Now that the basic information and your domain name information has been filled out, you will want to select the billing cycle and let us know who referred you.

You can pick one of five different billing options. You can be billed every 12 months, 6 months, 3 months, 1 month or try TremenDesk for free for 30 days without having to give any more billing information.

Under Survey, you can tell us who brought you to TremenDesk.com. If it was an affiliate partner, make sure you select “The Internet” and then give their affiliate user name.

Help Desk Order Breakdown and Setup

On the second screen of the order form, just fill out your postal address, phone number and password you wish to use on this TremenDesk hosted help desk account.

Under Billing Information, you will be asked to choose how you wish to be billed for the account. You can be bill by credit card, money order, check, PayPal or a number of other billing options.

When you are sure you have filled out all the recommended text boxes and settings, hit the green, “Submit” button at the bottom of the order page, and your account will be setup shortly.

Final Hosted Help Desk Ordering Tips

Within 12 to 24 hours, your new TremenDesk powered hosted help desk should be up and running. Our support team will contact you by phone or by e-mail if there are any complications, and when the account is setup. To learn more about TremenDesk, I would suggest you check out all the features at TremenDesk.com.

How to Convert a Article into a Help Desk Ticket

admin — Tue, 02 Feb 2010 16:17:55 +0000

TremenDesk is not just the best help desk, it is more than able to help you work through an issues you might have, even if those issues are not done on purpose. Let me explain.

Sometimes, customers incorrectly submit support tickets as knowledge base articles. To convert an article into a ticket and reject the original article:

Ensure that you are logged in.
Go to the Dashboard.
Click n articles link in the Articles Pending Approval sidebar.
Select Convert to New Ticket from the dropdown menu next to the article that you would like to convert to a ticket.
Click OK when you are asked whether you would like to proceed converting the article into a ticket.
Choose Approve from the Status dropdown.
Click Save to finalize changes and approve the article.
You will be taken to the ticket creation page, with the User’s Email, Subject, and Message fields pre-populated. At this point, you may make any changes to the ticket.
Choose a Queue to submit the ticket into.
Click Create to create the ticket.

You have now successfully turned that help desk knowledge base article into a help desk ticket. TremenDesk is ready, willing and able to help you with your customer services woes. Why not give it a shot today?

3 Benefits of a Better Help Desk

admin — Mon, 18 Jan 2010 17:33:27 +0000

Many people ask me, what would you consider to be the most important features (of of the many) that TremenDesk could provide to a business? No matter how big or how small the company, TremenDesk delivers you faster answers, better ways to organize information for clients and more organization of your past and present technical support issues.

Answer Questions Faster

With TremenDesk in hand, you can get your questions answered faster. Small start up business need to answer their support questions as fast as the big corporate giants do. What TremenDesk provides you with is tool you need to even the playing field. You get cooperate level technical support assistance, at a fraction of the cost.

Have Answers Ready to Go

The biggest benefit to using TremenDesk over other support techniques is that you can have all of your answers ready for you, at your fingertips. Using TremenDesk quick responses, you can have an organized database of answers that are ready to be copied into any customer’s return reply. To have information handy to the public, the TremenDesk knowledge base serves as a home for documentation, FAQs, tips and any other information you need to publish.

Better Organization for Current, Past and Future Issues

Overall, TremenDesk gives you a much more organized system to archive and look up information. Rather than throwing out solved support issues, you can now archive them for training or for further research when the time is ready. You will no longer need to ask yourself, “Have I seen this type of question from this customer before?”. TremenDesk will let you search through customer tickets in the blink of an eye.

When push comes to shove, TremenDesk delivers the best hosted help desk performance, tools and service out there today.

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.

TremenDesk News » help

Custom Ticket Fields in TremenDesk

Related Help Desk Posts

Advanced Ticket Stats in TremenDesk

Related Help Desk Posts

Managing TremenDesk Quotas

Related Help Desk Posts

Getting to Know the Knowledge Base

Related Help Desk Posts

How to Setup New Users

Related Help Desk Posts

How to Add a Signature to TremenDesk

Related Help Desk Posts

How to Sign up for a Help Desk

How to Sign Up For a Help Desk

Giving Basic Info, Setup Domain Name Type

Billing and Affiliate Referral Information

Help Desk Order Breakdown and Setup

Final Hosted Help Desk Ordering Tips

Related Help Desk Posts

How to Convert a Article into a Help Desk Ticket

Related Help Desk Posts

3 Benefits of a Better Help Desk

Related Help Desk Posts

Better Help Desk Dashboard

Related Help Desk Posts