A knowledge base is a collection of documentation/resolutions that often contains answers to frequently asked questions, how-to manuals, and troubleshooting instructions. Its goal is to make it simple for individuals to find solutions without having to seek assistance. Accessing the … Read more!
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
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!