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Helpdesk Overview

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In this video, learn how to create a Helpdesk Team and edit its Stages.

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1. How do you create a new Helpdesk Team?
Go to Overview > Create. Go to Configuration > Teams > Create. Go to Overview > Select a Helpdesk Team > Create. Go to Configuration > Types > Create.
2. How can you set up an automated message to go out once a ticket’s stage changes?
Go to Configuration > Teams > Click on a Team > Email Template > Select a template from the drop-down menu. Go to a Helpdesk Team’s ticket pipeline > Click the gear icon on a Stage > Edit Stage > Email Template > Select a template from the drop-down menu. Go to a Helpdesk Team’s ticket pipeline > Click the gear icon on a Stage > Edit Stage > SMS Template > Select a template from the drop-down menu. Both B & C are correct.
3. How can you share a Stage between multiple Helpdesk Teams?
Go to Configuration > Teams > Click on a Team > Type the Stage’s name in the “Stages” field. Go to a Helpdesk Team’s ticket pipeline > Click the gear icon on a Stage > Edit Stage > Type the teams’ names in the “Teams” field. Both A & C are correct. Go to Configuration > Stages > Click on a Stage > Type the teams’ names in the “Teams” field.
4. How do you ensure new tickets are assigned to the user with the lowest number of open tickets?
Configuration > Teams > Click on a Team > Visibility > All Internal Users. Configuration > Teams > Click on a Team > Automatic Assignment > Each user has an equal number of open tickets. Configuration > Teams > Click on a Team > Follow All Team’s Tickets. Configuration > Teams > Click on a Team > Automatic Assignment > Each user is assigned an equal number of tickets.