- The Agent Interface
- Ticket Properties
- Ticket status
- Sub Statuses
- Ticket assignment
- Ticket fields
- Ticket history
- Replying to a ticket
- Replying to tickets by email
- Ticket attachments
- Creating a ticket
- Ticket actions
- Follow Ups
- Filtering and sorting tickets
- Prioritizing tickets
- Searching for tickets
- Realtime updates
- Mass actions
- User satisfaction
- Time log and billing
- Agent IM
Your helpdesk may be configured so that a user account is created automatically when the user submits a ticket via email or the web (an open helpdesk).
Users may also be able to log in with their Facebook, Twitter or Google accounts.
However, users may be required to register before submitting content.
Your admins may enable validation of new users when they register, which will require Email validation from the users. This means the users are required to prove that their email address is valid by clicking on a link in an email. Until this is complete the user will be unable to submit a ticket with the helpdesk and will be sent a warning email to notify them.
Creating a user
You can create a new user account with the +Add button at the top right of the content pane.
Select the New Person option.
A New Person tab opens.
You must enter either an email address or phone number for the user.
Name and Organization are optional.
Select Set password to define a password for the user to log onto your portal. If you don’t do this, the user will have to use the I have lost my password / I do not have a password option on the portal to get a password generated and emailed to them.
If you select Set password, you can select whether to generate a random password or choose the password yourself.
Select Send welcome email to send an email to the user informing them of the new account details.
Your helpdesk may have additional custom user fields set up by your admins; they may be required or optional.
You can automatically associate users with organizations based on their email address.
See the section on Adding users to organizations by email domain (see Organizations for how to set this up).
You can also Link an organization to a usergroup (see Organizations) to associate all of an organization’s new and existing users with a usergroup.
Your admins can set up rules which automatically add new users to usergroups, based on their email address.