Getting Started
Default solution folder, feel free to edit or delete it.
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 14:40
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 14:40
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 14:41
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 14:41
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 14:42
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 11:58
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 11:56
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 12:00
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 12:01
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 12:03