TremenDesk News » Tutorials

Rejecting New Knowledge Base Articles

admin — Thu, 13 May 2010 16:40:50 +0000

Not all articles submitted to your help desk knowledge base are great. To help you cut out the clutter, so you can focus on the real quality content – TremenDesk is here with another helpful feature. From within TremenDesk you can easily reject new knowledge base articles that people have submitted.

To reject new articles:

Ensure that you are logged in.
Go to the Dashboard.
Click n articles link in the Articles Pending Approval sidebar.
Select Reject this Article from the dropdown menu next to the article that you would like to reject.
Click OK when you are asked whether you would like to proceed.

Sometimes not all articles are great, so some might need to be cut to keep up your quality control. TremenDesk is here to give you better tools to manage your hosted help desk solution. Get your customers the help they deserve and try out TremenDesk today.

Using Images in TremenDesk Themes

admin — Tue, 13 Apr 2010 18:34:28 +0000

TremenDesk allows you to easily upload your own custom images to help you customize your hosted help desk to suit your needs. Today I am going to cover the basics of how to upload an image to use on your help desk theme and how to use that file that you add to the TremenDesk system.

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.

Note: 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.

I hope that helps out, and if you have any questions about TremenDesk be sure to visit TremenDesk.com for the answers.

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!

How to Customize the Help Desk Dashboard

admin — Mon, 11 Jan 2010 18:15:17 +0000

The TremenDesk help desk dashboard is an easy thing to get customized to best suit your needs. When working with your clients, you always want to make sure you have the best tools handy – and today we will show you how to get that done right.

To customize your dashboard:

Go to your desk, login, and head over to the dashboard.
Click Edit Layout.
The dashboard will change appearance and provide move icons.
Grab the move icon and rearrange the blocks to suit your need.
Click Save.
The dashboard will once again change appearance. The next time you visit your dashboard, your new layout will be automatically loaded. Newly created blocks, if any, will be automatically placed at the bottom of your dashboard.

There you have it. For more TremenDesk news and tutorials, be sure to check out news.tremendesk.com.

10 Most Popular Help Desk Tutorials

admin — Mon, 28 Dec 2009 15:27:43 +0000

As 2009 comes to an end, I thought now might be the perfect time to look at some of the most popular help desk tutorials we have featured here, to help you get more out of your TremenDesk hosted help desk account. From how to get started, to getting the most out of your account, we have a little ‘bit of something for every help desk sure, big or small.

Most Popular TremenDesk Tutorials of 2009

10. Grab a Free Hosted Help Desk

Lunarpages and TremenDesk have partnered up to provide the Lunarpages Business hosting plan customers with their own free TremenDesk account. So now, for any small or large business – you have the perfect combination of web hosting and help desk automation.

9. 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.

8. How to Create a Quick Response

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.

7. How to Brand Your Help Desk

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.

6. Setting up Administrative Levels in TremenDesk

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.

5. Custom Ticket Fields in TremenDesk

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.

4. More on the Help Desk 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.

3. Best Help Desk Solution

What makes TremenDesk the best hosted help desk package for your company? Here are the top 10 reasons why TremenDesk is the best of the best.

2. Hosted Help Desk Sidebar Tutorial – Part 2

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.

1. Getting to Know the Knowledge Base

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.

We hope you enjoyed these, and stay tuned in 2010 – because I am sure we will have even more great TremenDesk tutorials for you to learn from. If your looking for a hosted help desk application, none are better than TremenDesk.

Quick Reply Help Desk Categories

admin — Mon, 23 Nov 2009 18:46:27 +0000

A quick reply or canned response will do you no good if you can not find where it is located.

Each TremenDesk has categories that individual quick replies can be assigned to. In turn, this gives you an even quicker way to access to answer you need – so your customers are better served by your timely service and support.

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.

To learn more about quick replies in TremenDesk, also check out:

How to Create a Quick Response in Your Help Desk

TremenDesk is one of the most useful help desks out there today. The quick reply categories just serves as one more reason why it should be your help desk of choice.

Adding a New Help Desk Domain Alias

admin — Mon, 02 Nov 2009 19:11:11 +0000

Time to take a deeper look at how the TremenDesk hosted help desk application works with domain aliases. Today, we’ll be covering how to add a new domain alias to your help desk.

To add a new domain alias:

Go to the Admin menu.
Go to the Site Management menu.
Go to the Domain Aliases section of the page.
Enter your new domain name in an empty field.
To add even more domain aliases, click the icon.
Click the Save button.

Be sure to contact your domain registrar and point your domain’s DNS entries to the appropriate servers, or point the "A" entry to our server’s IP address. New DNS entries may require up to forty-eight hours depending on your ISP.

Please Note: It may take up to ten minutes for our systems to process your domain name entry.

To learn more about the best help desk out there today, be sure to browse through the other tutorials listed here. We will have even more domain name related TremenDesk help here soon.

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.

Submitting Knowledge Base Articles Help

admin — Mon, 14 Sep 2009 11:40:29 +0000

Every TremenDesk hosted help desk application comes with a knowledge base, where you can store tutorials, information, tips, FAQs and more about the services you are providing. Of course, that is only useful if you know how to submit new articles to that knowledge base.

To submit a new knowledge base article:

Ensure that you are logged in.
Click Knowledge Base menu in the navigation bar.
Click on the Knowledge Base category you want to submit the article under.
Click the Submit new article link
Choose the Category to file the article under.
Enter the article Title and Content.
Click Submit.

Once you have done that, your new article will have been submitted to the knowledge base so it can help both your staff and your clients get the answers they are looking for.

That is just one more reason why TremenDesk is the best hosted help desk out there today.

Get Help Desk Tutorials by E-mail (for Free!)

admin — Mon, 07 Sep 2009 13:51:30 +0000

You can now get e-mail updates when the TremenDesk News site is updated.

Enabled today, e-mail newsletters will be sent out once a day when a new post has been made to this site. This means that every tutorial, tip, or how-to that is posted here will be delivered right into your e-mail inbox.

You can subscribe by e-mail by filling out the form on the TremenDesk News web site like so:

or you can simply click this link, to subscribe. We are very excited to offer this as another great way you can keep track of the best hosted help desk application out there today, TremenDesk.

Bonus – Check out the subscription tutorial for even more great ways to subscribe to TremenDesk News – including Google Reader, My Yahoo, NewsGator and more!

TremenDesk News » Tutorials

Rejecting New Knowledge Base Articles

Related Help Desk Posts

Using Images in TremenDesk Themes

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Viewing Help Desk Attached Files

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How to Customize the Help Desk Dashboard

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10 Most Popular Help Desk Tutorials

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Quick Reply Help Desk Categories

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Adding a New Help Desk Domain Alias

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How to Add Files to Help Desk Tickets

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Submitting Knowledge Base Articles Help

Related Help Desk Posts

Get Help Desk Tutorials by E-mail (for Free!)

Related Help Desk Posts