Categorizing and Tagging tickets - assign tickets to distinctive groups and assign default agents to categories.
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You could insert custom made JavaScript and CSS as well - ideal in the admin panel. If which is not enough It is additionally achievable to purchase all the supply codes with the app separately.
To access your account configurations, simply click the disclosure triangle close to your title and select My Account. This opens a completely new web page in which you can update your info or improve your default Firm.
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Assistance agents responsible for the ticket classification are notified of The brand new challenge and "consider" or are "assigned to" the ticket.
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A typical helpdesk agent's workday will involve lots additional than just producing replies to consumers. We need to go tickets about, merge and url them alongside one another, glance with the "earlier tickets from this enterprise", seek for related tickets and so forth. We likely devote 50 percent of our day accomplishing all All those items.
You can also increase tags on your tickets, making use of tags Along with types to fantastic tune your layout far more. A ticket can even have multiple tags assigned to it. A great illustration is really a "feature ask for" tag to easily discover all the continued element requests.
You may optionally set up the login web page to routinely redirect buyers for your SAML/SSO supplier if they check in and remaining redirected back for the helpdesk application. Obtain more information about login/SSO below
We have also rewritten the "advised KB articles" module to work with a local (as in "your facts just isn't shared with any individual") Substantial Language Product (LLM) to vectorize a ticket and Find identical material, which increases relevance dramatically.