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Adding Notes to TremenDesk Tickets

admin — Tue, 10 Aug 2010 15:48:00 +0000

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 the ticket answer it just that much faster. Here is how you add notes to a ticket using the help desk application, TremenDesk.

To add a note to a ticket:

Go to the ticket view page.
Scroll down to the Add New Reply section.
Enter your note in the large text box.
Check the Add as note checkbox.
Click Add Note.

Here is what it should look like:

Here is what the note will look like in the ticket responses:

Remember, notes are similar to replies, except that your customers cannot view or add notes. Any technician or higher, can view notes. So this is how you get the most out of this awesome feature on your own hosted help desk.

Hosted Help Desk Ticket Statistics

admin — Tue, 06 Jul 2010 12:53:35 +0000

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 level, you may only be able to see certain statistics:

Technicians can only access their own ticket statistics.
Supervisors can only view ticket statistics of Technicians in their own department.
Managers can only view ticket statistics of any user in their own department.
Admins can view anyone user’s statistic as long as they belong to the same domain.

To view your own ticket statistics, simple click on the Tech Statistics menu in the navigation bar. You will then just need to wait for your own daily ticket statistics to load. If no tickets have been replied to recently by you, then the ticket statistics page will be empty.

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.

How to Blacklist Bad Tickets in Your Help Desk

admin — Mon, 31 Aug 2009 16:46:47 +0000

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 prevent that item from interacting with the desk. That is, any item that appears on the blacklist will not be able to interact or use the desk. Currently, there are three types of blacklists available on the desk.

All blacklists can be set to expire after a certain time and date. Expired blacklists will not be automatically removed to allow the chance of extending the blacklist without having to re-enter them back into the desk.

E-mail Help DeskBlacklisting

E-mail blacklists contain email addresses and domain names that have been essentially banned from the desk. An example of when you might need this is when a known email address continues to send tickets to the desk and you would like to prevent them from sending more.

IP Address Help Desk Blacklisting

IP blacklists contain IP addresses that have been banned from the desk. An example of when you might need this is when an unknown user is sending spam messages to the desk.

Subject Line Help Desk Blacklisting

Subject blacklists contain email subjects that have been banned from the desk, preventing users from creating a ticket containing the predetermined email subject. For instance, you may have legitimate users whose email addresses are being forged, so you cannot ban the email address or IP address. If you know the example of spam being sent in, you can set subject blacklists to weed out those fraudulent emails from the desk.

Once you get your TremenDesk account, you can be sure that junky posts and spam are a think of the past. Nobody does it better than this online help desk solution.

How to Create a Quick Response

admin — Wed, 03 Jun 2009 19:46:34 +0000

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”.

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.)

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.

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.

TremenDesk News » how to

Adding Notes to TremenDesk Tickets

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Hosted Help Desk Ticket Statistics

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