Within TremenDesk, the best hosted help desk application out there today, you can easily control everything there is to know about tickets. These ticket statistics will tell you how many tickets have been answered by a person, what queue the tickets were in, and much more. Who can view ticket statistics? Depending on your user [...]
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. [...]
The TremenDesk all-in-one help desk solution, excel and outperforms the competition when it comes to filtering out junk. One way it keeps spam and un-wanted tickets at bay is through blacklisting. So what is a blacklist? A blacklist is, as the name implies, a list of items who have met a certain criteria that will [...]
Adding notes to the tickets you are answering in the queues can help in a number of ways in TremenDesk. It can tell other workers details about the customer that you only want your crew to know. It can also be a way to summarize what is needed, to help the next person who sees [...]
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 [...]
