TremenDesk News » tremendesk

Custom Ticket Fields in TremenDesk

admin — Mon, 30 Aug 2010 12:16:44 +0000

One of the major complaints about help desks these days is the fact that they are not customizable enough to meet people’s needs. We have worked hard on TremenDesk though, to make it as customizable as possible, right down to the ticket fields.

Ticket fields allow technicians to collect more information regarding a customer, and attach that information to a ticket. For instance, if you need your user’s telephone number readily available on a ticket, you can add a ticket field called Daytime Phone Number and set it to appear on the ticket creation page.

How do you add a new ticket field inside the hosted help desk application, TremenDesk?

To add a new ticket field:

Go to the Admin menu.
Go to the Ticket Fields Management menu.
There are a few options when creating a custom ticket field:

Name – The name of the custom field as displayed on the interface. We strongly recommend a short, but clear name, such as Phone Number or Homepage.
Suggested – Suggested fields will be presented to your customers on the ticket submission page. Any technician—and higher—will still be able to add fields when viewing the ticket.
Case-sensitivity – Fields that are not case-sensitive will be treated as all-lowercase characters. If you are storing URLs, email addresses or phone numbers, you can leave this field unchecked. If you are storing physical addresses or person names, check this field.
Viewable – Viewable fields will be viewable by customers when they go to view their ticket. Technicians—and higher—will be able to view any field as long as they are able to read the ticket.
Modifiable – Modifiable fields will be modifiable by customers when they go to view their ticket. Technicians—and higher—will be able to modify any field as long as they are able to reply to the ticket. This setting implies Viewable even if you did not select it.

Removing ticket fields can be done too, however be careful, because if you remove a ticket field, that field will be removed from all existing tickets. The tickets themselves will remain unchanged.

To remove a ticket field:

Go to the Admin menu.
Go to the Ticket Fields Management menu.
Click the icon next to the ticket field you would like to permanently remove.
Click OK to confirm the deletion.

I hope this helps you realize how customizable we have made TremenDesk to suit your hosted help desk application needs. We want this to be the help desk that is suited to your needs, and not the other way around.

Advanced Ticket Stats in TremenDesk

admin — Wed, 25 Aug 2010 10:41:35 +0000

Want a few more statistics and analytics than your current hosted help desk is giving to you? TremenDesk provides all sorts of analytic data on and about the usage of your help desk.

To see a bigger picture view of the statistics, choose a relatively long term to graph. A good place to start is 1 month, which would allow you to see any weekly trends.

Continuing from our preview example graphs, take the following graph that was produced by showing entries from 14 days ago until now:

We can see that queue loads jump on Tuesdays (June 23 and June 30, 2009) and not Mondays.

Hope the helps to give you a preview of what the advanced ticket statistics mean. Remember, to lean more about how great the TremenDesk hosted help desk is, be sure to check it out at TremenDesk.com.

How to Login to TremenDesk?

admin — Tue, 13 Jul 2010 19:48:16 +0000

So, once you get your TremenDesk up and running, how can you and others log into it? This is a very simple task to achieve from almost any page from within the TremenDesk hosted help desk application.

Open http://domain.com in your browser, where domain.com is the domain name you signed up with.
Head over to the login box on the right-hand side of the screen.
Enter your administration username (usually admin) and password (provided to you in your welcome email) into the Username and Password boxes, respectively.
Click Login to continue. If you provided the correct username and password combination, you should be taken to your dashboard.

To log out from your account, click the Logout link located in the sidebar on your desk, just above the search field.

There you have it! You are logged in, and ready to use the TremenDesk account as any type of user (administrator all the way down to registered clients). It couldn’t get much easier than that to give you clients easy access to post their questions, suggestions, feedback and more in our wonderful hosted help desk solution.

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.

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 Add a Signature to TremenDesk

admin — Mon, 10 May 2010 14:49:31 +0000

We get asked about this quite often, and changing or adding a signature to your TremenDesk replies is simple. After you login to your TremenDesk, click on My Profile and Preferences. From here, scroll down to the User Profile section, where you should see a big empty text box just waiting for your signature.

Inside the text box, you will type out your own signature. HTML or any other special code is not allowed, however you can insert text and web page URLs. When you write you an address (for an example, like http://www.tremendesk.com) it will automatically be turned into a clickable link when somebody sees it in the ticket. Also page breaks are also recognized, so you can have multiple lines, such as:

HelpDesk Guy
TremenDesk Support

http://www.tremendesk.com

When you insert an e-mail address, it too will be clickable when when shown in a ticket too. Once you have completed your signature or signature edits, click on the “Save” button on the bottom of the Edit Profile web page.

Now, with each ticket you reply to, you will see your signature has been automatically added to the message before you even start typing. This is just one more feature that makes the TremenDesk help desk one of the best hosted help desk solution.

Viewing User Statistics in TremenDesk

admin — Fri, 19 Mar 2010 14:45:54 +0000

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 thankfully the TremenDesk help desk is here to provide you with all the solutions you need to know.

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.

This feature of the TremenDesk help desk makes managing your support team easier, because you know who can keep tabs on who.

Viewing Help Desk Attached Files

admin — Wed, 17 Mar 2010 15:14:15 +0000

Within TremenDesk, you can easily upload, download and view documents you have attached to a ticket. Previously, we showed you how to add files to the help desk and this time we will let you know how you can view or download those files.

To download, or preview an existing attachment:

Go to the ticket view page.
Go to the attachments link on the sidebar.
Click on the filename of the attachment you would like to download or preview.

This functionality comes in very handy when working either side of the customer support fence. It makes it very easy to share other documents with customers, who might be requesting them – and it also is handy for customers to send documents to a company, to get their problems, issues or questions addressed faster.

TremenDesk is the total hosted help desk solution!

Organizing Your Help Desk Quick Replies

admin — Mon, 15 Mar 2010 15:13:42 +0000

TremenDesk gives you all the tools you need when it comes to producing informative tutorials and handy blocks of text, that you can insert into any ticket at any time. These are often referred to as quick replies.

In the past we have shown you how to create a quick reply, and today we will show you how to organize them with categories.

Adding a Quick Reply Category

To add a new quick reply category:

Go to the Admin menu.
Go to the Quick Reply Management menu.
Click the Add new category link located in Quick Replies section in the sidebar.
Enter the Category Name.
Click Add.

Removing a Quick Reply Category

To remove an existing quick reply category:

Go to the Admin menu.
Go to the Quick Reply Management menu.
Choose the category to delete from the dropdown in the Quick Replies section in the sidebar.
Click the Delete button at the bottom of the screen.

Now your quick replies you use will be neat, nice and organized – so you can better serve your customers by providing them with the answer even faster. The TremenDesk hosted help desk application is all about productivity, and help you serve your own clients better.

Logging Into Your Help Desk

admin — Mon, 08 Mar 2010 15:52:56 +0000

Once you get setup with your own TremenDesk hosted help desk account, logging into it is an easy thing to do. Here is how your support team, administrators or even your clients would log into your TremenDesk account.

To log into your desk:

Open http://domain.com in your browser, where domain.com is the domain name you signed up with.
Head over to the login box on the right-hand side of the screen.
Enter your administration username (usually admin) and password (provided to you in your welcome email) into the Username and Password boxes, respectively.
Click Login to continue. If you provided the correct username and password combination, you should be taken to your dashboard.

Note: You currently cannot change the admin username, although you can, and are encouraged to update your admin email address.

As you can see, TremenDesk has made logging into a hosted help desk account as easy as possible. That is what we like to provide with our user friendly design interface. We don’t want to leave you asking questions – we want to help you get to work, and get your own clients’ and customers’ questions answered.

TremenDesk News » tremendesk

Custom Ticket Fields in TremenDesk

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Advanced Ticket Stats in TremenDesk

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How to Login to TremenDesk?

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Managing TremenDesk Quotas

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How to Add a Signature to TremenDesk

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Viewing User Statistics in TremenDesk

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Viewing Help Desk Attached Files

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