TremenDesk News » management

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.

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.

Changing the Domain in TremenDesk

admin — Thu, 12 Nov 2009 16:12:16 +0000

We have covered all the bases of domain aliases in TremenDesk now, except for one. Changing your primary domain name in TremenDesk, is very simple and to the point. You might need to do this if your company changed names, or you wanted to change locations of your hosted help desk.

To change your primary domain, we strongly recommend that both domains be accessible by adding the new domain before removing the old domain. To make this change:

Go to the Admin menu.
Go to the Site Management menu.
Go to the Domain Aliases section of the page.
Add your new domain name and click the Save button.
Wait until you can access the desk using your new domain name. Go to that new domain name, login as yourself, and go back to the Site Management menu.
Remove the old domain alias you no longer need, and click Save again.

Please contact support if you run into any trouble setting up domain aliases.

Note: It may take up to ten minutes for our systems to process each of your domain name entries.

TremenDesk is one of the best hosted help desk applications out there today. Try TremenDesk out for yourself and you see the difference.

Replace Your E-mail Mess with TremenDesk

admin — Fri, 04 Sep 2009 15:51:40 +0000

Many people just look at TremenDesk as one of the best stand-alone and fully-featured help desk solutions out there. Don’t get me wrong, it does that job extremely well, but some of our users have been thinking outside the box and using it in unique and interesting ways. Need an example? What about people who use TremenDesk to replace their e-mail system?

Thanks to the easy way that TremenDesk allows you to assign an e-mail address to each ticket queue, you can now filter your small business’s e-mails in a more effective way. Instead of using yourself as the main “go to” guy or gal, you can create a number of different e-mail addresses based around your business such as:

ads@yourowndomainname.com for advertising request
contact@yourowndomainname.com for contact requests
support@yourowndomainname.com for support requests
feedback@yourowndomainname.com for customer feedback

The possibilities with this type of e-mail based filtering goes on and on. Now you have specific types of requests being filtered to different parts of your own TremenDesk help desk. You can then manage each in a much more organized way or assign the duty of replying to them to others in your business with out giving them access to the full e-mail account.

TremenDesk isn’t just a great hosted help desk solution, it makes for a unique way to get your incoming e-mails taken care of too.

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.

More on the Help Desk Statistics

admin — Mon, 24 Aug 2009 19:35:48 +0000

Due to popular demand of our look into the advanced ticket stats in the TremenDesk, we had a number of people wanting to know more about how TremenDesk handles 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.

Take the following statistics graphs as one example, which were produced by showing entries from 2 days ago until now:

Just by viewing the graphs, we can see that the ticket loads in a 48-hour window is not the same. We clearly had more tickets 2 days ago than yesterday, because the peaks in the graph are higher in the left than in the right.

By rolling over the graph, we can see the exact numbers. The first image shows an average queue load of 86 at midnight on June 30th, while the second image shows an average queue load of 69 at midnight on July 1st.

The Best Hosted Help Desk… Ever?

admin — Tue, 09 Jun 2009 20:00:11 +0000

TremenDesk is one of the best (if not the best) self-hosted help desk. Now, you might say that is a big title to give to such a new product, however I can let you know why the TremenDesk is so grand with three simple examples.

Hosting and Script – All in One!

The fact that is a self-hosted help desk application means you do not have to worry about installing or updating scripts any longer. You can let our expert team of TremenDesk administrators worry about that for you.

Easy to Use!

TremenDesk is one of the easiest help desks to use as an admin, support crew member or even as a user. No matter what privileges you may have as a user, you are bound to find the interface self-explanatory. I challenge anybody to use the hosted help desk, and tell me they had a trouble with it after 24 hours of using it. You bet you can’t.

Customizing it is a Breeze!

The third reason why TremenDesk is the number one help desk application out there is that you can customize it to fit your needs. You can put in your own background image, your own header image, change the colors to fit your needs and watch as your users compliment you on a well designed and useable help desk solution.

Now I could honestly go on all day about the excellent features of the TremenDesk self-hosted help desk solution. What are your own favorite features? Be sure to write in and let us know.

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 » management

Managing TremenDesk Quotas

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How to Convert a Article into a Help Desk Ticket

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3 Benefits of a Better Help Desk

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Changing the Domain in TremenDesk

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Replace Your E-mail Mess with TremenDesk

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Better Manage User Help Desk Permissions

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More on the Help Desk Statistics

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The Best Hosted Help Desk… Ever?

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How to Create a Quick Response

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