Ir al contenido
Menú
Se marcó esta pregunta
1 Responder
1597 Vistas

I would like to customize the stages and pipe for each different Helpdesk team so that it will reflect their use cases.

Avatar
Descartar
Autor Mejor respuesta

    Stages: these are the main stages that a ticket goes through and each Stage can have its own configurations as well:

      1. Name of the Stage.
      2. Email Template: the customer will be sent an automatically when a ticket reaches this Stage.
      3. SMS Template: and SMS can be sent automatically to the customer when a ticket reaches this Stage (requires extra credits.)
      4. Folded in Kanban: this can be used to specify a final Stage where a ticket is considered closed. This Stage will be folded in the Kanban view.
      5. Helpdesk Teams: specifies which teams will have this Stage in their pipe.
      6. Stage Description and States Meaning:
        1. Each Stage can have its own description to help the team understand the purpose of a specific Stage.
        2. Each Stage will also have three states; by default, they are “In Progress”, “Blocked”, and “Ready”. And each State has a color that identifies it. You can change the name of the States to reflect a more relevant name that correlates to that specific Stage.



Avatar
Descartar
Publicaciones relacionadas Respuestas Vistas Actividad
1
jul 24
1786
1
jul 24
1500
1
jul 24
1266
1
jul 24
2531
3
jun 25
1977