ADMIN
How to Update and De/re-activating a category?
Go to Home >> Help Desk >> Category >> Select Category >> Actions to update and de/re-activated after adding a category.
How to Add Cancel Reasons?
After raising a ticket, the user can cancel. But it is important to know the reason for cancellation. To make this easier to the user, we can add some of the usual reasons, which are displayed while cancelling. To add, go to Home >> Help Desk >> ...
How to add Frequently added question FAQ’s?
When a user tries to raise the request, the frequently added questions display on the right side of the screen to the user. This helps the user to find a solution to an issue that is mostly seen without raising a request. This saves the time of the ...
How to add ticket category and sub category?
A category indicates the nature of the ticket raised. When a user raises the ticket, a category and its sub category is to be selected which helps in categorizing the tickets and assigning to the right person to resolve. The categories are added in ...
How to configure the Business Duration (SLA’s)?
It is important to mention the duration during which an assignee can work on the resolution of the tickets as it helps to set a proper resolution and cycle time to ticket resolution. To configure this, please go to Home >> Help Desk >> Business ...
How to Create the helpdesk workflow?
A ticketing workflow represents all the stages agents must go through to answer a customer request. We have already discussed the creation of stages in ticketing above, they have to be arranged in an order. To create a workflow, go to Home >> Help ...
How to configure Ticket Stages?
There are stages in tickets resolution the first being the Open stage and the last, Closed. But besides these there have to be other stages since these helps to track the progress in the ticket resolution. Therefore, to create the ticket stages, go ...
How to set the Ticket priorities?
These helps to designate a ticket with a priority level so that the tickets are solved by the assignee according to their priority. This helps to avoid any kind of delay in solving high priority tickets. Home >> Help Desk >> Ticket Priorities >> + ...