User records

CRM

Click a user in the list pane to open their details in the content pane.

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Users have a unique ID number, just like tickets do.

In most parts of the agent interface, you can open a user record by clicking on the user’s name.

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If you do this from the content pane, the user record is displayed as a pop-up window to the left. To open it in the content pane, click the green arrow at the top left of the record.

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Setting user organization

Click the icon at the top right of the Organization section to select the user’s organization.

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You can type into the text field at the top of the list to filter the list.

You can also Create a new organization.

See the Organizations section for more details.

Setting usergroups

Click the gear icon at the top right of the Usergroups section to set usergroup memberships.

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Select the checkboxes for the usergroups the user should be in.

Click Save when you are done.

See the Usergroups section for more details.

User summary and files

The Summary field is a text field that you can use to record general information about the user, any special requirements they have, and so on.

Simply click on it and enter or edit text, then click Save.

If you need to store more information about the user, you can save files to their profile. You can use this to store invoices, useful documentation, software configuration files - anything that you or other agents might want to refer to when helping the user in future.

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User contact information

The Contact Information section shows the contact details available for the user.

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If you mouse over the user’s email address, a yellow clipboard icon appears. Click on the icon to copy the address to your clipboard.

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Mouse over the user’s mailing address to see a map.

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Click the gear icon at the upper right to edit the user’s contact information.

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User contact information can include:

  • Email address (every user must have at least one email address)
  • Phone number
  • Website
  • IM (instant messaging) account name
  • Twitter username (no need to include the @ symbol)
  • Linkedin account (enter the full profile web address e.g. http://www.linkedin.com/in/sueuser7/5/43)
  • Facebook profile (enter the full profile web address e.g. http://www.facebook.com/sue.advuse)
  • Address (mailing address)

Users with multiple email addresses

You can enter more than one email address for a user.

However, Deskpro will only send ticket notifications to the primary email address.

When the user has more than one email address, the primary one is marked with a yellow tag:

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In this example, propellerhead@example.com is the primary address.

To set the primary address, mouse over another email address until a green make primary tag appears:

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Click the green tag to make that address the primary one.

Note

If the same person sends emails from two different addresses, Deskpro will create two separate user accounts for that person. You can fix this by merging users (see User actions).

Changing user email address for a ticket

If the user has more than one email address, you can change the address where they receive notifications for a particular ticket.

You can do this from a ticket in the content pane: use the pull-down control on the right of the user box.

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This control is only present if the user has more than one email address.

User properties

The Properties section records information about user timezone and language.

This is also where you can view and edit any custom user fields your admins have set up.

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The Local Time for the user is displayed here, based on their timezone.

If no language is shown, the user is receiving content in the default user language of your helpdesk.

To change properties, click the gear icon at the top right of the Properties area.

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Click Save when you have finished editing the fields, or Cancel if you don’t want to save your changes.

Note that custom fields with no value set for the user will not be displayed until you click the gear (in this example, Limbs is such a field).

Set the user’s local timezone with the Timezone control. This affects times shown on email notifications etc.

If multiple languages are enabled on your helpdesk, you can set the user’s preferred language with the Language control. This will change the language of their email notifications and the text they see when they’re logged in to the web portal. (If you don’t see the language you want, your admins may need to install a language pack).

User history and notes

Below the user Properties section, you can see the user’s tickets, chats and billing history.

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If there is a long ticket history, it can be useful to use the Sort Tickets By control at the upper left.

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You can add notes at the bottom left of the user record.

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This is separate from the Notes (see Replying to a ticket) system, and does not support @mentions.

Unlike the summary, you can enter more than one note about the user.

Click on the Activity Stream tab to see a more detailed activity history.

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Click on the Detail tab to see technical details about the account and the user’s login activity.

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User change log

If a user’s record has changed, you will see a CHANGE LOG tab next to the NOTES tab at the bottom left of the record.

The log shows the time of each change and which agent made it.

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Dealing with ‘out-of-office’ auto-replies from users

The Auto-responder? option is used to avoid email loops. If the user’s email account sends an automatic response, such as a vacation message, Deskpro may reply with its own automatic response, triggering a further response from the user account, and so on.

If this starts happening, go to the user’s Detail tab, click on the blue User is not an auto-responder text and select the option to disable  Deskpro’s auto-replies.

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Agent records

At the bottom of the CRM filter pane is a section for your agents.

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You can filter agents by team. You can view individual records for agents, just as you can for users. You can see an agent’s activity stream and view and edit a summary, additional contact information and notes, just like you can with a user.

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This can be a useful way to keep track of the other agents on your helpdesk, especially if you have agents who work at different physical locations.

Note

Note that the phone number stored for an agent in their CRM contact information is different from the phone number you can add to your profile via Preferences. Only the number stored in Preferences is used for telephony features like SMS notifications.

Published: 23/03/2017

Last updated: 22/08/2019