TremenDesk News » support

Setting up Administrative Levels in TremenDesk

admin — Wed, 04 Aug 2010 15:34:19 +0000

After yesterday’s post about setting up new users, I thought it might be a good idea to cover how to set their administrative levels too, if administrative levels are needed.

Here are the instructions to add new users and set their administrative levels:

Click on the Admin tab.
Click on the User Management option. User Management allows you to search and modify users. From here, you can also promote users to technicians, supervisors, managers, administrators, or developers.
Click on the option to “view a list” of your users. This will show you all existing users that have signed up for your TremenDesk account.
Once you find the user you wish to edit, you can click on their Username in the list to set their levels (choosing from Customer, Whitelisted Customer, Tech, Supervisor, Manager, or Admin).

Now, you should be able to add and edit your own user permissions and groups from within your TremenDesk hosted help desk solution. This way you can make sure your own support staff is able to manage their own work load, without having to ask you where to go next or what they should do.

Getting to Know the Knowledge Base

admin — Mon, 21 Jun 2010 15:55:24 +0000

With each TremenDesk account, you also get access to the TremenDesk Knowledge Base. From this section of your online help desk application you can quickly create, edit or delete new articles to help you clients and customers use your services.

To access your Knowledge Base, click on the Knowledge Base link in the top of your TremenDesk account. From there you will see all the various categories, if any have been created. If you click the “View” link, next to the category name, you can see all the categories created under that account.

Once you are inside of a category inside of your TremenDesk, you can easily create a new article for that category by clicking on the “Submit new article” link at the top of the page.

In the future, we will be covering all of the Knowledge Base features from within the TremenDesk self-hosted help desk. So stay tuned for even more Knowledge Base knowledge.

How to Setup New Users

admin — Tue, 15 Jun 2010 16:54:00 +0000

How do you add new users to your hosted help desk solution, TremenDesk? It is easier than you might think! Anybody can register to use your help desk once it is up and running at this URL:

http://yourdomain.com/account/signup

or by clicking on the Sign up link, on your TremenDesk’s right-hand menu:

You can also use these same links to sign up users yourself, such as your support crew or staff, so you can also give them different moderating privileges. Here is what the sign up form looks like:

Fill out all the requested information, and then – after signing up the details should be e-mailed to the e-mail address you give when signing up. This is how you can have others sign up to use your help desk, or how you can register users to use your help desk. As with most of the awesome features from within TremenDesk, you have complete control with this flexible hosted help desk platform.

Free Trial Help Desk – Now Even Easier!

admin — Mon, 14 Dec 2009 16:16:19 +0000

The TremenDesk free trial has been made even easier so you can try out the best hosted help desk application out there today, today! All you have to do is click the 30 Day Free Trial button on TremenDesk.com, give a few personal details and you are DONE. No hassles, no credit card information needed, no nothing! Just a simple 30 day trial so you can test out one of the best help desk systems out there today.

Start Your Hassle Free Trial, Right Now!

How to Add Files to Help Desk Tickets

admin — Tue, 06 Oct 2009 15:48:57 +0000

Being able to add attachments to tickets in your TremenDesk powered help desk comes in handy when sharing documents or files you might need to get from your users.

Via this technique, you could share an image the customer or client wished to show you, a pdf file, or even a word processor document

To add an attachment to a ticket:

Go to the ticket view page.
Go to the attachments link on the sidebar.
In the Upload New Attachment section, choose the file from your computer, and click Upload.
Click go back to ticket to go back to the ticket view.

You can not currently add an attachment when creating a new ticket, only after the ticket has been created.

This is just one more feature that makes TremenDesk one of the best help desk alternatives out there today. You get the total package, with hosting, the script and more bundled together. Your only worry is what it should be, taking care of your own clients and customers.

Hosted Help Desk Sidebar Tutorial – Part 3

admin — Fri, 25 Sep 2009 16:25:10 +0000

We have had a lot of fun telling you about all the great sidebar features in part one and part two of our sidebar tutorial series, and now it is time for the last part – part three.

At the bottom of the sidebar, you see the Queue Navigation section. This series of links and drop down boxes will give you access to:

jump to another help desk queue
jump to another ticket in the same help desk queue
or go back and forward in the ticket list for the specific help desk queue you are in

These three parts of the hosted help desk, TremenDesk make it one of the best in the business today.

Hosted Help Desk Sidebar Tutorial – Part 1

admin — Mon, 21 Sep 2009 13:37:44 +0000

Looking at the sidebar on each ticket, when you pull it up in the queue, you see a number of different elements you can fill in or use to get more out of your TremenDesk hosted help desk. Today, we are going to cover the top, which has your profile information, the search box, and the ticket properties.

Profile Information

This is where you can see some of your own profile links from within the TremenDesk help desk. Here you get quick links to access your profile and preferences, or to log out.

Help Desk Search Box

The search box can be used to search for any ticket, knowledge base or note for any ticket on the TremenDesk hosted help desk. This comes in real handy where you might have a ticket you don’t know the answer to, you can search for the question to see if somebody else has answered it before.

Ticket Properties

This is where you can fill in certain fields about the customer who’s problems you are trying to solve. You can list details like their name, phone number, e-mail address and more (as you gather it) so you will have it all handy while working on their issues.

I hope you enjoyed this look in at the ticket sidebar from within TremenDesk. We’ll be taking a deeper look at other parts of the sidebar a little later this week, so stay tuned.

How to Brand Your Help Desk

admin — Thu, 25 Jun 2009 18:24:00 +0000

Are you looking for a way to put your own brand on the TremenDesk account you just purchase or might be considering purchasing? Adding a logo to the top of your help desk gives you a professional look and feel that your clients and customers will appreciate.

Add Your Own Logo or Graphic to TremenDesk’s Header Section

You can add a logo to your hosted help desk by creating a new theme and uploading a logo image for that theme. It is really easy to do, and I will show you how in just a few simple steps.

To upload an image for use in themes:

Create a new theme, or edit an existing theme if you are not creating or editing one already.
Click on the change or upload link located next to any image field on the page.
A new window will open. The new window contains two sections:
- Upload New Image allows you to upload a new image into your resource repository. To upload a new image, select the image from your computer and click Upload. If the upload succeeds, the page will refresh and the file will be selected at the bottom of the screen. To use it, click Use This File. You can upload more images as well.
- Select Existing File allows you to select an image you have already uploaded and use it for the image field in the theme editing page. To choose a specific image, click on the radio box next to the file name, and click Use This File.
Once you click Use This File in the file selection window, that window will close and you will be returned to the theme editing page where you can continue with editing the theme.

Please be aware that all images you upload will be available for use in any of your themes. This means that if you already have logo.png and uploaded another logo.png file, your original logo.png will be overwritten, even if you uploaded them from different themes. Also, images you upload will be counted towards your file storage quota.

What are Queues?

admin — Mon, 08 Jun 2009 19:38:40 +0000

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 have another one named Feedback to categorize your feedback tickets into. They are sort of your drawers in your own virtual filing cabinet.

For each department of your business, you could create a different queue. Then you can give the people who need to answer one type of ticket access to one queue and another team of individuals access to another queue for another type of ticket.

How do you add a new Queue?

Adding a Queue to the TremenDesk is a simple thing to do.

Go to the Admin menu.
Go to the Ticket Queue Management menu.
Click the Add New link.
Add a Name to your queue. This name must be unique in your desk. That is, you cannot have two or more queues with the same name.
If you would like your users to be able to submit tickets to the queue directly from the Submit New Ticket page, check the Is submitable checkbox. To allow your users to submit tickets directly to the queue via email, see the section about Managing Email Address Maps below.
Click Save and your new queue will be available immediately.

There you have it. Now you can easily divide your TremenDesk up into different queues for different types of tickets you might receive.

TremenDesk News » support

Setting up Administrative Levels in TremenDesk

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Getting to Know the Knowledge Base

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Free Trial Help Desk – Now Even Easier!

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How to Add Files to Help Desk Tickets

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Hosted Help Desk Sidebar Tutorial – Part 3

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Hosted Help Desk Sidebar Tutorial – Part 1

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How to Brand Your Help Desk

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