Getting Started
Default solution folder, feel free to edit or delete it.
2.6 Attaching CIs
Most issues
that customers raise tickets for pertain to a specific device. If you can
add information about the device within the tic...
Wed, 13 Jul, 2016 12:04
2.7 Adding private notes
It’s good
practice to add details about the troubleshooting you performed in the ticket.
You can maintain logs of the progress ...
Wed, 13 Jul, 2016 12:05
2.8 Adding non-invasive updates using public notes.
Some
customers like to be on top of every stage that their ticket passes through.
But sending out em...
Wed, 13 Jul, 2016 12:06
2.9 Replying to tickets
When a
ticket gets assigned to you, one of the first things you would want to do is
send a response.
Dworkin
Helpdesk lets...
Wed, 13 Jul, 2016 12:07
2.9.2 Using canned responses for replying
Canned
responses can be used to quickly insert reply templates into your messages.
They can be added by the se...
Wed, 13 Jul, 2016 12:08
2.10 Forwarding tickets
Sometimes
you might need to involve a third party vendor or someone outside your team on
a ticket. Dworkin Helpdesk lets you for...
Wed, 13 Jul, 2016 12:09
2.11 Following tickets and adding watchers
There may
be occaisions when you want to follow the progress on a ticket, even if it’s assigned
to another ag...
Wed, 13 Jul, 2016 12:10
2.12 Merging tickets
Let’s say
an issue gets reported multiple times, by members of the same team. Or a
requester raises a new ticket instead of followi...
Wed, 13 Jul, 2016 12:11
2.13 Execute scenario automations
Scenario
Automations let you carry out a bunch of pre-set updates to a ticket with a single
click.
It is
especia...
Wed, 13 Jul, 2016 12:12
2.14 Adding time entries to track the time spent on tickets
Dworkin
helpdesk lets you add time entries to track the time spent on tickets by each
agent ...
Wed, 13 Jul, 2016 12:13