- 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
The header is at the top of the agent interface and gives you quick access to common tasks like creating new tickets, adding new content, searching the helpdesk and updating your agent profile and preferences.
There is a short walk through to show you the ins and outs of the different features you can access from here.
Live Chat Status
If you are an agent that responds to live chats, this icon will appear in the top right of the header. You can change the volume of your chat notifications and see a list of other agents who are online, split by department if you wish.
Clicking on the avatar in the top right-hand corner of the agent interface gives you access to set your chat online/offline status, view help information, change your account preferences and log out of the helpdek. You can find out more about each of these options below.
This is where you can set yourself as online or offline for User chat. To set yourself online, you must selection 'Online' in the drop-down menu and click the Chat tick box, so the chat icon turns green.
This section tells you how to contact Deskpro Support, has links to some useful documentation and gives you information about the keyboard shortcuts that are supported in the agent interface (depending on whether your helpdesk Admins have keyboard shortcuts enabled).
Click here to log out of your Deskpro account. You can just close your browser to log out, unless you selected the Remember me option when you logged in.
The Preferences tab allows you to customize your agent profile and notification settings.
- Edit your agent profile
- Add a signature
- Edit your ticket email and browser notifications (if your admin permits this)
- Edit notifications for other helpdesk activity
- Create and manage your Macros
- Create and manage your Filters
- Manage the view of any SLAs
The Notifications button is the bell icon at the right of the search bar next to your profile image and preferences button.
This icon shows a count of your outstanding browser notifications:
Click the icon to expand the notification window:
You can control which events create a browser notification here using your Account preferences or the gear icon at top right of the notification window. (You may not have permission to change your notification settings).
Click Dismiss All Notifications to clear all notifications or click the icon next to any individual message to remove it. You can see dismissed notifications again using View Dismissed.
Ticket Screen Toggle
Use this button to change the view of your ticket interface from a 3-column view, to a 2-column view without the list pane.
This can be useful if you are working on a relatively small screen, or if you just want to focus on a task in one or two panes.
See the section on 2-column view) for more details.
+ Add Button
This button allows you to create a new:
- Knowledgebase Article
- News Post
- Community Topic
- Guide Topic
Please note that you will only be able to create content that you have permissions for.
Recent Activity Button
Easily find what you were just viewing or working on with the list of your recent activity. The Recent Activity button is the clock icon next to the [+] Add button.
Items are ordered by the time since you last viewed them, with the most recent at the top. You can type to filter matching items.
This is useful if you want to go back to an item you’ve recently closed.
The search bar is at the left of the header.
You can use this bar for full-text search of tickets and any other items in your helpdesk such as live chat transcripts, articles and organization profiles.
You can sort results by 'Best Match', 'Last Activity' and 'Date Created' which makes it easier to find any specific content that you are looking for.
If you need a more advanced search, you can search from the filter pane of most individual apps. The filter pane search, lets you specify more complex search criteria for the items that you want.
See the section on Searching for tickets for details of using advanced search to find tickets.
If your organization uses Deskpro On-Premise and your Admin's have not yet installed the Elasticsearch technology, you will not have full-text search. In this case, the sort options are not available, and you can only search for items by:
- Ref code (tickets)
- Subject (tickets)
- Name (users/organizations)
- Email address (tickets/users/organizations)
- Title (articles/news/downloads/feedback)