Getting Started

Table of Contents

• What is a help desk
• Who are the users
• How are tickets created
• Web Portal
• Email
• Agents
• API
• Ticket Routing
• Departments
• Help Topics
• Filters
• Assignment
• Automated correspondance
• Auto responses to end users
• Alerts to agents
• Ticket Lifecycle
• Agent and team assignment
• Transferring departments
• State and status
• SLA and due dates
• Changing ticket information
• Access Control — who can see the tickets
• Organizations
• Collaborators
• Extended access groups
• Limited access
• Managing Tickets
• Ticket queues
• Advanced search
• Statistics
• Data Management
• Ticket data
• End user data
• Organization data
• Custom data
  • Custom forms and fields
  • Custom lists
  • List properties
• Attachments and files
• Managing End Users
• User directory
• Organizations
• Authentication
• Managing Agents
• Agent directory
• Administrators
• Vacation mode
• Assignment and teams
• Authentication
• Knowledge base
• FAQ categories
• FAQ articles
• Canned responses
• Branding
• Logo and company data
• Email templates
• Custom pages