Getting Started

Default solution folder, feel free to edit or delete it.

1. Dashboard Information
1. Dashboard Information When you log in to the Dworkin Helpdesk, you can see all activity at a glance. With one look at the dashboard you get the follo...
Wed, 13 Jul, 2016 at 14:40
1.1 Posting announcements
1.1 Posting announcements If you need to notify customers of an update, you can add an announcement to the Dworkin helpdesk dashboard, it will be visibl...
Wed, 13 Jul, 2016 at 14:40
1.2 Viewing assigned tasks.
1.2 Viewing assigned tasks. If any tasks have been assigned to you, you can view and update them from the dashboard. · Re-assign a ticket t...
Wed, 13 Jul, 2016 at 14:41
1.3 Keyboard shortcuts for your Dworkin Helpdesk
1.3 Keyboard shortcuts for your Dworkin Helpdesk Dworkin helpdesk lets you perform repetitive tasks quickly by using keyboard shortcuts. These shortcuts...
Wed, 13 Jul, 2016 at 14:41
2. Working with tickets
2. Working with tickets You can think of a ticket as a case-sheet that contains the entire history of an issue- right from the minute it was reported...
Wed, 13 Jul, 2016 at 14:42
2.1 Creating tickets
2.1 Creating tickets When a customer faces an issue they need to report, they login to the end user portal and raise an incident (or a service request...
Wed, 13 Jul, 2016 at 11:58
2.2 Filtering tickets on the tickets tab
2.2 Filtering tickets on the tickets tab All tickets can be found on the tickets tab. But you can filter the list to narrow it down to a specific ...
Wed, 13 Jul, 2016 at 11:56
2.3 Viewing and updating tickets
2.3 Viewing and updating tickets You can access some of the options to update tickets right from the ticket list. Here are some quick updates...
Wed, 13 Jul, 2016 at 12:00
2.4 Assigning tickets
2.4 Assigning tickets Once  a  ticket  is  created,  it  shows  up  in  the  tickets  tab  as  ‘Unassigned’.  It needs to be assigned to an agent ...
Wed, 13 Jul, 2016 at 12:01
2.5 Adding tasks
2.5 Adding tasks You can think of a task as a child ticket. Let’s say you receive a ticket that requires an agent from another team to fix some things b...
Wed, 13 Jul, 2016 at 12:03