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Getting Started

Getting DeskPRO

The latest version of DeskPRO can always be downloaded from https://www.deskpro.com/downloads/deskpro.zip

 

Interfaces

DeskPRO is split into four main interfaces.

  1. Admin Interface (http://www.example.com/admin/): The admin interface is where you change helpdesk settings, change templates, update permissions and other administrative tasks.
  2. Agent Interface (http://www.example.com/agent/):The agent interface is where agents log in to manage tickets, users, take chats, and write other helpdesk content like articles, news and downloads.
  3. User Interface (http://www.example.com/): The portal homepage of your helpdesk is where your users go to read your articles and other content, and they can log in to interact with their submitted tickets.
  4. Reports Interface (http://www.example.com/reports/): The reporting interface allows you to generate comprehensive reports about the activity on your helpdesk.

When viewing athe admin, agent or reporting interface, you can navigate to other interfaces using the Interface Chooser available from the top-right corner of the screen.

 

Agent Interface

The agent interface has a blue toolbar along the top of the screen, a grey navigation bar along the left edge of the screen, and then three panes underneath that show all information in the helpdesk.

The blue toolbar contains several important aspects:

  • Clicking your user icon in the top left allows you to update your profile, change subscription settings and other account-related functions.
  • The notifications bay contains alerts about things that have happened on the helpdesk since you loaded the interface. For example, new tickets or new replies will insert notifications into the notifications bay.
  • The search box allows you to quickly find content.
  • The create button allows you to create new content
  • The interface chooser on the right of the toolbar allows you to jump to a different interface.

Hint: If you know the ID of the thing you want to see, enter it into the search box to navigate to it quickly. For example, if you want to see ticket ID 234, just type "234" into the search box and the first result will be that ticket.

The grey navigation strip that runs along the left side of the screen contains buttons to switch to different sections in the helpdesk. These buttons will change what you see in the filter pane.

To the right of the navigation strip is the filter pane. This pane has links to specific lists of content. For example, when viewing tickets you see the all of the filters you have defined and how many tickets are in them. Clicking on something in the filter pane loads a listing in the list pane.

In the middle of the screen is the list pane. The list pane shows you lists of results from clicking on something. For example, clicking on a ticket filter will show you the tickets that match that filte.r

The remainder of the screen to the right is content pane with the tab strip at the top. When you are viewing a specific piece of content it will load a new tab in the content pane. For example, when you open a ticket or open a user profile, it shows as a new tab. You can open multiple tabs at once and switch between them using the tab strip.

 

People and Organisations

Everyone in the helpdesk has a profile in the "People" section. Profiles contain information like names and email addresses but can also contain other information like phone numbers and other fields. You can also associate users with an organisation.

Organisations are entities you can group multiple people from the same company into. Organisations can make it easier to find related people, and are a way of keeping company-specific information like notes or phone numbers.

 

Tickets

Tickets are messages written by your users to your agents. Tickets can be created a number of different ways:

  • If you have configured email accounts, incoming emails are turned into tickets
  • Users can use the user interface to submit new tickets from the web
  • If you have installed a website embed, users can submit tickets from your website
  • Agents can create tickets from the agent interface on behalf of users

Tickets have several key criteria:

  • Ticket ID: is a unique numeric ID used to identify a ticket. You can jump directly to a ticket if you know it's ID by typing the ID into the search box in the toolbar.
  • Status: Every ticket always has a status of:
    • Awaiting User: This means the next action should be that of the user. A ticket awaiting user means your agents have replied and do not need to do anything else until the user replies again.
    • Awaiting Agent: The next action should be that of an agent. This means there is work to do and an agent needs to reply or handle the ticket.
    • Resolved: A resolved ticket is a ticket that is not expected to get any more responses.
    • Hidden: Spam, awaiting validation or deleted tickets are hidden unless viewing the specific filters.
  • Department: Every ticket belongs to one department
  • Agent and Agent Team: Tickets can be assigned to a single agent and/or an agent team.
  • User: Every ticket is owned by a single user. This is the primary user who the agent is replying to. Usually this user is the person who submitted the ticket, but agents can change the user if need be.
  • CC's: Users or agents can add secondary users to a ticket by adding them as CC's.
  • Followers: Agents can add other agents, or add themselves, as followers of a ticket. This allows you to follow a ticket without changing the assignment.
  • Messages: Every ticket has one or more messages by agents and users. If you have email accounts enabled, these may incoming emails converted into messages.
  • Notes: Agents can add notes to tickets. Notes are almost like messages except that only agents can read them.

 

Finding tickets: Filters

Filters are listed in the filter pane and are used to split tickets up into virtual inboxes. DeskPRO has five default filters:

  • My Tickets are tickets assigned to you specifically
  • Tickets I Follow are tickets you are added as a follower in
  • My Teams Tickets are tickets assigned to one of your teams
  • Unassigned Tickets are tickets that are not yet assigned to anyone
  • All Tickets are all tickets in the system

Clicking on a filter will load all of the matching tickets in the list pane for you to browse and view.

You can create custom filters by clicking the [+] icon in the "Filters" section.

 

The importance of status

As described above, all tickets have a status of awaiting user, awaiting agent or resolved. The status is a very important concept in DeskPRO with specific meaning. The built-in filters only show you tickets that are awaiting agent.

(You can still always see all other tickets by viewing the other filters at the bottom of the filter pane.)

When a user replies to a ticket, the status is automatically switched back to awaiting agent. Usually when an agent replies, the default action is to switch the status back to awaiting user. So most of the time the task of changing statuses is done automatically and isn't something you or your agents need to think about.

 

Urgency

Each ticket has an urgency from 1 (low) to 10 (high). As time passes, the default behaviour as defined by triggers is to increase the urgency. The default sorting mechanism when viewing filters is to sort by urgency.

You are encouraged to use the urgency field to do more by setting up custom triggers. For example, if a ticket hits urgency 10 you might want to alert a support manager. Or if an important user submits a ticket you might automatically increase urgency of that ticket.

 

Department

The main organisational feature of a ticket is its department. The department can be linked to email accounts which define the "From" address notifications are sent from (for example, you might have sales@example.com and support@example.com). The department can also define which fields are displayed on a ticket (for example, you might have an "Account Number" for billing inquiries that you don't want to show in other departments).

 

Ticket Log

Every ticket has a full ticket log of actions done to it. When viewing a ticket, click on the "Full Log" tab at the top of the messages list to see the full log. This will tell you who applied actions to the ticket and when, and if that action resulted in any email notifications. For example, if you need to find out who assigned you a ticket, you can just check the ticket log.

 

Notifications

DeskPRO has many notification options to alert you of changes to tickets. Your default admin account is subscribed to all notifications. This means you get emails for new tickets, new replies and all changes. You can change your notification preferences by clicking your user icon in the toolbar and then clicking the "Ticket Notifications" link.

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