Viewing statistics from other users can come in handy when you want to see how many tickets a staff member has answered. Are they doing their fair share? Are they answering tickets in all the queues they are suppose to? These are just two of the many questions you might have to ask yourself, and [...]
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 [...]
Welcome back to our guide through the TremenDesk hosted help desk sidebar. When we last left you, we went over the top of the sidebar, and this time around we are going to look at the meat and potatoes that really make it fantastic. Ticket Watching – the first thing you see here under ticket [...]
26Aug09
FAQ on Help Desk Analytics
In our final look at the statistics and analytics of the TremenDesk help desk solution, we wanted to focus on a few details we might have missed before in previous articles. You can think of this kind of like an FAQ for the statistics in the hosted help desk, TremenDesk. Ticket queue statistics is a [...]
The active ticket list in any queue is an important part of the TremenDesk help desk service. From here, you can easily see the tickets you have yet to answer – and gain control of these tickets in a great number of ways. By clicking on one of the ticket titles, you will be taken [...]
How would you like to automatically have tickets filed into your help desk from customers or clients e-mailing a certain address. This gives your users one more gateway to get into your queues so that you can help them with what they might need. TremenDesk comes with this ability built in, for any queue you [...]
8Jun09
What are Queues?
Once you get to using the TremenDesk, one question you might have is, “What are Queues?”. Simply put, these are going to be the kind of categories that your tickets will be organized into. For an example, you might have a queue name Support to organize all of your support related tickets into. You might [...]
