Helpdesk
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Helpdesk Overview
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?
2.
How can you share a Stage between multiple Helpdesk Teams?
Go to Configuration > Stages > Click on a Stage > Type the teams’ names in the “Teams” field.
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.
3.
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.
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.
