TremenDesk News » hosting 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 Quality Control for Knowledge Base Articles http://news.tremendesk.com/2010/02/quality-control-for-knowledge-base-articles/ http://news.tremendesk.com/2010/02/quality-control-for-knowledge-base-articles/#comments Thu, 04 Feb 2010 14:32:14 +0000 admin http://news.tremendesk.com/2010/02/quality-control-for-knowledge-base-articles/ TremenDesk provides several quality assurance features that your average help desk system does not.  One of these features is the ability to edit a new TremenDesk help desk article before approving it to be posted.  Here is how you can get that done.

To edit a new article before approving it:

  1. Ensure that you are logged in.
  2. Go to the Dashboard.
  3. Click n articles link in the Articles Pending Approval sidebar.
  4. Select Edit this Article from the dropdown menu next to the article that you would like to edit prior to approving.
  5. Make the necessary editing.
    kba_edit
  6. Choose Approve from the Status dropdown.
  7. Click Save to finalize changes and approve the article.

With TremenDesk, you have full control when it comes to publishing articles to the internal Knowledge Base, and doing your own quality control when it comes to seeing that they are top-notch when it comes to providing your customers with the information they need.

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]]> http://news.tremendesk.com/2010/02/quality-control-for-knowledge-base-articles/feed/ 0 Welcome to TremenDesk News! http://news.tremendesk.com/2009/06/welcome-to-tremendesk-news/ http://news.tremendesk.com/2009/06/welcome-to-tremendesk-news/#comments Thu, 18 Jun 2009 14:21:17 +0000 admin http://news.tremendesk.com/2009/06/welcome-to-tremendesk-news/ Welcome to the TremenDesk News site.  Here we hope to cover all the latest news, tutorials, FAQs and more about this exciting help desk service.  You can browse through some of the posts that have already been made if you want to learn more about this hosted application. 

To make sure you don’t miss any posts, be sure to subscribe to our RSS feed here:

Also, you can click on any of these buttons to automatically get updates from TremenDesk News in a number of different locations:

Add to Google Reader or Homepage Subscribe in NewsGator Online Subscribe in Rojo Add to My AOL Add to netvibes Subscribe in Bloglines Add to Excite MIX Add to The Free Dictionary Add to Plusmo Subscribe in NewsAlloy Add to netomat Hub Add to Pageflakes Add to fwicki Add to Webwag Add to Attensa Receive IM, Email or Mobile alerts when new content is published on this site.

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As the weeks and months roll along, I am sure we will have many things for you to look forward to seeing posted here each and every day.  If you want to provide both your technicians and users a powerful, yet easy to use customer service environment, you can do no better than the fully-featured hosted help desk solution, TremenDesk.

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]]> http://news.tremendesk.com/2009/06/welcome-to-tremendesk-news/feed/ 0 How to Create a Quick Response http://news.tremendesk.com/2009/06/how-to-create-a-quick-response/ http://news.tremendesk.com/2009/06/how-to-create-a-quick-response/#comments Wed, 03 Jun 2009 19:46:34 +0000 admin http://news.tremendesk.com/2009/06/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. 

Creating a new quick response using the TremenDesk is a very easy task to accomplish.  You will want to click the link labeled “Admin” at the top of your TremenDesk account, and then select “Quick Reply Management”.   

Quick Reply Management Window

Once you are inside of the Quick Reply Management page, you can easily add, edit remove quick replies and categories through the web page’s interface. 

First, select a quick reply category.  If you do not have one, or you wish to add your quick reply under new category be sure to click the “Add new category” link.  You will then be taken to that category’s page.  From there, look at the right-hand menu and locate “Add entry in ‘category’” (with ‘category’ being the category you picked in the previous step.) 

 Add Quick Reply Entry

You are now given a page that asks for a title, where you would place the title of your quick reply, content, where you would place the text of your quick reply, and category, where you can change the category (if you wish) or see the current category it is listed for.

 Write Your Own Quick Reply

Once you are done editing or creating your quick reply, click the “Add” button.  If you have changed your mind, and you no longer wish to add a new quick reply, click the link that says ”cancel”.

I hope that assists you with the creation of your quick reply, and gives you a better understanding of what all you can do within the Quick Reply Management page.  Having a quick reply handy means that you will be able to save both time and money when it comes to dealing with your own tickets and responses.

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