Note: this article refers to the old version of the admin interface. See here for an updated version of this article
The latest version of DeskPRO can always be downloaded from https://www.deskpro.com/downloads/deskpro.zip
DeskPRO is split into four main interfaces.
The agent interface has a blue toolbar along the top of the screen, a black apps 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:
Tip: 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 black apps bar that runs along the left side of the screen contains buttons to switch to different apps, used to work with different types of helpdesk content. Switching apps will change the content of the next two panes.
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 opens the corresponding items 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 a list of tickets that match that filter.
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.
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 are messages written by your users to your agents. Tickets can be created a number of different ways:
Tickets have several key propertiers:
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:
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.
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.
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 firstname.lastname@example.org and email@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).
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.
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.