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Getting to Know your Deskpro Workspace - Knowledgebase / Using Deskpro / Agent - Deskpro Support

Getting to Know your Deskpro Workspace

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Deskpro, by nature, is a helpdesk software tool that is extremely flexible. Our designers and developers work hard to create a variety of views and adjustments so every Deskpro Agent can display their helpdesk in a way that is most useful for them and increases their productivity.

At its core, Deskpro is created to make your lives easier. You should be able to support your customers, staff, or end-users on a platform that makes sense for your use and can be entirely customized to make it your own.

We designed our interface to work on a range of screen sizes; from a small laptop to a 32” 5k monitor, you can have an optimized experience with Deskpro! We also support mobile ticketing on our Android and iOS native Deskpro apps.

We have recently been adding even more adjustment functions into Deskpro, and continue to work on more (you can keep up to date with all the improvements and features we release each week from our Release Announcements, and you can also subscribe to this News category, so you’re notified every time there’s a new upgrade).

The Deskpro Interface

As you’re becoming more familiar with the layout of Deskpro Horizon, we wanted to walk you through the different viewing options and make sure you’re aware of all the changeable components in the helpdesk.

You can also watch our video overview that summarizes some of the adjustable elements of your helpdesk, watch the video.

Just to refresh your memory, here are some of the key areas of the interface (these are the terms we will use throughout this article):

Labelled Image.png

The Navigation Bar: Where you select the Deskpro app you need to work on;

  • Tickets: Where Agents communicate with Users via the ticketing system.

  • CRM: Where User, Organization, and Agent information is stored to provide a record of each individual and their history with your helpdesk.

  • Publish: Where you create and manage content for your Help Center platform.

  • Tasks: Where you can create, manage, and view any tasks that you are assigned.

  • Reports: Where you can view data and statistics relating to your helpdesk.

  • Admin: The area where Admins manage and configure helpdesk settings.

Navigation Panel: Used to filter the items you are dealing with in each of the Deskpro apps, e.g., Tickets, Users, and Stats.

View Panel: The view panel displays the result of your selection in the navigation panel. For example, if you click on the Ticket Queue ‘My Tickets’, you will see a list of tickets that match this in the view panel. There are two different views that you can display tickets:

  • Dual View

  • Table View

  • Kanban View

Content Panel: This is the area where you will work with and create individual items in the helpdesk.

User and Organization Profile: This is where the User or Organization information will open relating to the ticket you are working on at the time.

Helpdesk Apps: You also have the helpdesk apps, News App, Agent IM, Notifications, and Global Search. These apps help you to work with your team and find information quickly and can be opened on the interface if needed.

Collapsing and Expanding Panels

One of the first viewpoint changes we’re going to walk through is collapsing and expanding different elements of the interface. We have made several different panels in the interface collapsible so you can adjust your helpdesk’s display.

Some Deskpro Agents like being able to collapse panels because they (1) might work on a smaller screen and it instantly increases visibility, or (2) they simply prefer having a more focused work area in the helpdesk, e.g. having an open ticket displayed as the main view on the screen.

The Navigation Panel

One of the primary panels that are collapsible is the Navigation Panel. You collapse this panel by clicking on the chevron in the bottom left-hand corner of the interface.

You can expand the panel to have it back in view by clicking on the chevron again, which will re-open your Navigation Panel.

Dual View

If you are using the helpdesk in Dual View, you can still view the queue items you selected in the view panel on the left-hand side of the interface. You can easily navigate between tickets from here by choosing different tickets from the list.

If you need to select a different queue from the Navigation, simply click the Tickets icon in the Navigation Bar, which will open the Navigation Panel in a hovered state over the interface.

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Then you can easily choose another queue or item on the Navigation Panel to open it up in the view.

Table View

Or if you’re viewing the helpdesk with the Navigation Panel closed in Table View, you can still access the items you need from the Navigation Panel as they are rolled up into the Return to List button.

Return to List Button.png
This button has two purposes. If you click the left-hand icon, it brings you back to the previous view of Tickets in Table View. Or if you select the dropdown on the right-hand side, it will show you the list of tickets in that queue in a Dual View, so you can also navigate between tickets this way.

Modal of Card View.png

The User and Organization Panel

Another Panel that you can collapse is the User and Organization profile. When expanded, the User and Organization Profile displays on the right-hand side of an open ticket. It provides context about the User on a ticket and the Organization they are a member of.

By clicking on the User’s name in the Ticket Properties Panel on an open ticket, you can toggle this panel on or off, giving you a clearer view of a ticket when hidden or more context about the ticket when in view.

ShowHide Profile.png

The interface will remember your preferences, whether you last had the panel hidden or in view when you next open a ticket. If you prefer keeping this panel closed, you can open it at the click of a button, and the information will load instantly.

Viewing Modes

You also have options for how you display the ticketing interface. Currently, we have Dual, Table, and Kanban Views.

Dual View

Dual View shows the list of tickets from the queue you have selected as condensed cards in the View Panel. When you open a ticket, the cards still appear to the left of the open ticket, so you can quickly select different tickets.

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In Dual View, you can drag and resize the column depending on how big you want the ticket cards to be displayed, letting you adjust the display further to fit your needs.

Table View

Alternatively, you can view the helpdesk in Table View. Table View presents the tickets in an adjustable table where all the tickets are listed across the width of the interface. Clicking on a ticket in this view will open it in front of the ticket list.

You can adjust the width of the different elements of the table in this view:

When you’re in Table View, you can also view a list of tickets in Dual View if you need to navigate to a different ticket in the queue. Access this by clicking on the arrow on the Return to List button.

Modal of Card View.png

Kanban View

Kanban View provides a clear visual project view in the helpdesk. Kanban is an agile work management tool that helps you group tickets in a visual workflow that aids the work process and boosts efficiency.

Deskpro’s Kanban view lets you organize tickets in a dynamic project management tool. You can create clear, structured workflows and move tickets along with simple drag-and-drop functionality.


Adjusting the Ticket Message Size

You can now change the size of the ticket message by adjusting the width of the Ticket Properties Panel and the User Profile. We have added the ability to resize these columns to give you choices over your workspace.

In the Tickets app, when you select either the Properties Panel or User Profile columns you can adjust them to give you the desired working space on a ticket. (8).png

The Header Bar

The Header bar provides two useful ways to navigate through tabs and view items you have recently had open.

You can quickly navigate between your open items by clicking on the tabs, no matter what type of content you have open.

The header is also home to the Tabs menu. By clicking this chevron to the right of your open items, the Tabs menu will open in a hover over the interface.

Under History, it displays your recently closed tabs, giving you a quick shortcut to reopen something you were just working on.

If you have more tabs open than fit into the header bar, these open tabs will overflow into this menu. Any open tabs that have spilled into the overflow will be indicated by the number on the chevron and then displayed under the ‘Open’ header in the dropdown. Clicking on an item in ‘Open’ will bring it to the front of your tabs and open the item in the Content Panel, so you can easily continue working on it:

You can also use the Search Bar in this menu to find specific open or historical items:

Deskpro Apps

Another way you can adjust your viewing preferences over the Deskpro UI is with our apps. You access the different apps, Agent IM, Notifications, and Search from the top right-hand corner of the interface.

The Deskpro apps Agent IM, Notifications, and Search give you options over how they display. By default, Deskpro apps open as an overlay on top of the interface. You can close the overlay by clicking the app’s icon again or by clicking off it.

You can adjust how you view the apps by locking them into view. When you lock an app, it adds it as a column on the right-hand side of the interface.

You can also have multiple apps locked to the interface at once if you want to have more than one as a permanent fixture of your interface.

We have also added the ability to adjust the width of the App columns, so you can now resize them when they’re locked onto the interface. This is useful as it lets you adjust the Apps to the size that best suits your use.

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