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Users - Helpdesk

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User Guide

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1. What is the helpdesk application used for?
For managing User IT issues in the company. For an interface for customers to interact with you company. For you to view customer reviews and feedback.
2. What are ticket categories?
Groupings of tickets to assign to support teams. Keywords contained within a customers query. Tags used for reporting on tickets.
3. Why would you pend a ticket?
When requesting additional work to support the ticket. When escalating for a decision. Both 1 and 2.
4. What is the purpose of the email templates?
Send automated updates to customers of the progress of a ticket. Suggested feedback for customers issues. Link to your mailbox to send personalised emails to customers.
5. What are the states of a ticket?
New, Active, Pending, Resolved Open, WIP, Closed Open, WIP, Review, Resolved
6. What is stored in the interaction history section?
A record of interactions with other teams to get the ticket resolved. A record of the number of times the ticket was opened and updated. A record of all correspondence and actions taken on the ticket.
7. When would you use ticket sub-categories?
When requesting additional project work to resolve the ticket. To send the ticket to the correct team for a resolution. Assigning tickets to other teams for a resolution.
8. What can you do if you often need to send the same email?
Link notepad to 1stream and copy and paste. Create an email template in send messages. Check for previous messages sent and copy and paste the content.
9. What must be completed when you resolve a ticket?
The customer acknowledgement to resolve the ticket. The QA tab is completed. The category and tag fields are correct.
10. How do you access the knowledge base when in tickets?
The knowledge base opens automatically when an article is matched to the ticket. Clicking the knowledge base link in the ticket. Checking the interaction history to see if an article exists.