You can create reminders in Helpdesk to alert ticket assignees of existing tasks. The system will send repetitive reminders to the assignee until there’s a response or the reminder CAP has been breached. Creating a Reminder Now there is a … Read more!
Reports offer a way to extract and present a specific subset of the information from a large database. Reports are preset to provide the user with graphically presented information regarding the tickets, performance, and resolution time. Report are categorized in 4 … Read more!
Categories and Sub Categories are a lower level or categorization from the Request Types. They offer more details and allow tickets to be more specific. The benefit of using them is to allow the user to drill down in the … Read more!
SteadyPoint Helpdesk features 2 different means for routing, or assigning, tickets to the right person to handle them. One is automatic routing, which features 3 means of routing underneath it, the other is manual routing. Automatic Routing Direct Assignment Resource … Read more!
Cross-Functional Requests: Right Agents, Right Way Tickets may pass through multiple departments before they’re finally solved. Sometimes, that’s part of multi-stage approvals; it can also be a customer support team working on an incident with other teams to find the … Read more!
Notifications help every team stay informed about the actions and activities performed in your workspaces. Types of Notifications Tasks: notification regarding tickets. Activities: notifications regarding assigned activities. View Task Notifications Navigate to the bell icon on the top right side of … Read more!
Communicating with External users Create tickets to deliver proactive support to your customers, and keep all your correspondence together by sending external emails from a ticket. This blog will show you how to create new tickets and create an external email in … Read more!
SteadyPoint Helpdesk allows for tasks (tickets) to be delegated from one individual to another. Delegation is commonly defined as the shifting of authority and responsibility for particular functions, tasks or decisions from one person to another.In the helpdesk system, you … Read more!
Request Type Admin In some cases, one or multiple users can be selected to have full permission to edit ticket fields and resolution across all request types. Request Type Admin (SharePoint group) has full access on tickets that are raised … Read more!
Requesting a New Account Suppose your company is onboarding a new employee that needs to have their company accounts (e.g., email) or a new laptop set up. To prepare for the recruitment of your companies’ new arrivals, Request a New … Read more!