1. Get & Work Tickets | 2. Add Your Team | 3. Set Ticket Rules | 4. Get Insight | 5. Customize | 6. Manage Clients | 7. Go Mobile
1: Receive & Work Tickets
It couldn’t be simpler to start getting tickets: Just share your help desk email address with your end users. When they send an email, a ticket will be created or appended.
»» PRO TIP: Use your own email address.
Get a drive-by request? Just click the New Ticket button at the top right to ticket on the fly. Then, just work your tickets via email or hop into the help desk, where you’ll find:
» Public Response: Respond directly to users and generate notification emails.
» Internal Note: Make internal-only notes for you and your team.
» Status: Set the ticket status (Open, Unassigned, Waiting, My…).
» Assign: Accept tickets and assign them to your team.
» Find: Filter, search and refresh your ticket list with a click.
» Attributes: Track info about tickets with built-in and custom attributes on each ticket.
2: Add Your Team
Get a little help from your friends! It’s simple to build your team… add them right in the help desk, and they’ll get an email with instructions on how to get started.
» Team: Go to Employee Administration and click + Administrator or + Tech to add fellow IT pros as appropriate.
» Roles: Administrators can call all tickets and reports, while Techs will see those that are unassigned or assigned to them.
3: Set Ticket Rules
Now, get fancy: easily set up rules to control just how tickets are handled in your help desk. Assign all tickets to a single admin for triage, auto-set due dates and priorities, and more.
» Match Conditions Select one more conditions (Category, Description, Organization, Summary) and determine if you want the rule to execute if ALL (AND) or ANY (OR) conditions are met.
» Take Action: Select one or more actions to execute if conditions are met: Assign To, Set Category, Set Due Date, Set Priority, or Set Status.
» Assign All Tickets Set up a simple rule to assign all tickets to a single admin for triage, eliminating extra notifications to the whole team.
4: Get Insight
Get at-a-glance insight into the health of your help desk on the Reports page.
» Filter: Filter high-level charts by timeframe and organization to see top ticket creators, average response time, and more.
» Export: Dig deep into the data by exporting your ticket and labor data, either for your current filters, or for all time.
5: Customize & Make It Your Own
Easily customize the help desk to make it work for you.
» Custom Categories & Attributes: Define custom ticket attributes on the Settings page to track whatever you need. From Cost Center to Department to Severity Level, it’s up to you!
» Track Info: Once you’ve created your attributes, assign them to tickets by clicking the Moretoggle in the ticket attribute ribbon.
6: Manage Clients & Sites
Managing multiple clients or sites? It’s a breeze to add individual (unlimited!) organizations to keep things in order across your clients.
» Create: Visit the Settings page and click the + next to Organizations on the left to add as many organizations as you’d like.
» Customize: Each organization has its own “ticket submission” email address, as well as custom categories and attributes.
Incoming tickets will be tagged appropriately so you can easily see who’s sending what. You’ll see organizations on the main ticket table and on individual tickets, and you can filter by organization on the Reports page.
7: Go Mobile
The Help Desk Cloud Edition was designed with mobile in mind. Fully responsive, it looks great on your smartphone, tablet or desktop — no need to install a separate app!
What’s New: We’re releasing new features regularly… stay in the know by subscribing to the cloud help desk product blog.