Congratulations for signing up for the free trial! Before we begin, we’d like to admit, the process of setting up Helpdesk isn’t as daunting as you believe. For this purpose, we’ve put together a step-by-step guide on how you set … Read more!
Hierarchical Ticket Categorization In the fast-paced world of support and change management, simplicity often holds the key to success. Enter the four-tier categorization system, a user-friendly framework that not only facilitates problem-solving but also enhances the way organizations handle change … Read more!
A workspace is your board for each of the departments, functions, locations, etc. where you can manage communication, permissions, and collaborations. Workspace allows you to manage the tickets per department (IT, HR, Finance, etc.), by location (New York Office, Washington … Read more!
Allows for the categorization of Requests under Workspace. Under each workspace you can assign an Admin/ Team/SLA to handle Request Types. Under the Request Types you can build the forms and design the workflows. Create a new Request Type 1) … Read more!
Permissions required: Global admin, Workspace admin It does not matter what form is required to collect data from users, this module enables you to customize a form for each request type in terms of field and to have the flexibility to change … Read more!
Expanded Form Builder – Paragraph Field We’ve expanded the capabilities of our Form Builder by introducing a paragraph field. Unlike the note field, which is editable by end-users, this new addition is exclusively at the disposal of system administrators when creating … Read more!
With the dynamic workflow builder, you can customize each and every step of the problem resolution. Accessing the Workflow builder You can access the workflow builder from the Request type, Category, and Sub-category. 1) Request Type 2) Category 3) Sub … Read more!
A trigger is a special type of stored procedure or action that allows you to setup automatic reaction runs in response to conditions or events. Adding a new trigger You can create a new trigger easily by following the steps … Read more!
A new way to view Tasks, Approvals and Reminders Adding an activity Activities are added from the tickets as shown below: Three types of activities can be added: Tasks, Reminders, and Approvals Tasks Reminders Approvals Accessing the Action Items Access … Read more!
Streamlining Helpdesk Operations with Automated Ticket Activities Managing processes like employee onboarding or IT tasks with a helpdesk system involves crucial steps. These steps are vital for a seamless workflow and must be completed before closing a ticket. Imagine your … Read more!