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Quality Control for Knowledge Base Articles

admin — Thu, 04 Feb 2010 14:32:14 +0000

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:

Ensure that you are logged in.
Go to the Dashboard.
Click n articles link in the Articles Pending Approval sidebar.
Select Edit this Article from the dropdown menu next to the article that you would like to edit prior to approving.
Make the necessary editing.
Choose Approve from the Status dropdown.
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.

Hosted Help Desk Sidebar Tutorial – Part 2

admin — Wed, 23 Sep 2009 14:14:46 +0000

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 information is the option to watch or not to watch a ticket. If you watch it, you will be updated via e-mail each time a change happens to it. If you no longer want to watch it, you can check here too for an “un-watch this ticket” option.

Who Created the Ticket? – The second thing you see listed here is that, “Joe Customer” created this ticket. When you click on the customer’s name, you are taken to their profile page from within TremenDesk so you can check out past tickets they have put in, or gather more account related information.

Ticket Status – The third thing listed here is the ticket status. Here you can see if a ticket is open or closed. Closed tickets can no longer be replied to.

Mark Ticket as Spam – The fourth thing listed here is the ability to mark a ticket as spam, or to un-mark a ticket as spam. This way you can get spam-riddled messages out of your help desk, or un-mark a ticket as spam if you did so by mistake.

Awaiting Reply – The fifth thing listed here is the “awaiting” link, which will give you the ability to quickly mark it awaiting a user reply or awaiting a tech reply.

Ticket Assignment – The sixth thing listed here gives you the ability to take ownership of a ticket or assign it to somebody else. If you have a ticket assigned to you or you “own” it, you will be the only one who can access the ticket from TremenDesk’s dashboard.

Lock Status – The seventh thing listed here is the ticket’s locked or un-locked status. Usually, people lock a ticket while they are working on it, so no other techs can reply to the ticket. When done with the ticket, you can unlock to allow others to reply, if needed.

Ticket Priority – The eighth thing listed here is ticket priority. This will let you set how important the ticket is, and how it shows up in the ticket queues.

Queue Status – The ninth thing listed here the queue status. From here, you can quickly see which queue the ticket is in, and move it to another queue if needed.

Ticket Attachments – The tenth thing listed here is the attachments link. This lets you quickly view or download any files that have been attached to the ticket you are working on.

Hopefully this will serve as a quick and handy guide to help you figure out what all those links are for in the sidebar, when checking out a ticket from your own TremenDesk account.

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.

TremenDesk News » solutions

Quality Control for Knowledge Base Articles

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