Hopp over til hovedinnhold
WARNING You're browsing the documentation for an old version of Deskpro. Consider updating to Deskpro Horizon.

Deskpro basic concepts

i Introducing Deskpro
Forfatterliste
Publisert: 23. mars 2017|Sist oppdatert: 26. okt. 2017

Here are a few key terms and concepts we’ll be using throughout this manual.

TicketCopy link to Ticket to clipboard

Every issue (like a complaint or question) becomes a Ticket in Deskpro; a Ticket gives you a unified view of all the communication about an issue.

UserCopy link to User to clipboard

People who need help and support from your helpdesk, whether that is external customers or co-workers who need help (for example, if you’re running an IT helpdesk). Every Ticket belongs to a user.

AgentCopy link to Agent to clipboard

Someone within your enterprise who uses Deskpro to help users, such as an IT support worker or customer service Agent.

AdminCopy link to Admin to clipboard

An Admin is an Agent who can configure the helpdesk by accessing the Deskpro Admin interface.

DepartmentCopy link to Department to clipboard

Departments are a way to divide up the helpdesk and control access. They are typically used to reflect the internal organization of your enterprise e.g. you could have Sales, Support and Research departments. Every Ticket always has a Department.

OrganizationCopy link to Organization to clipboard

Organizations can be used to record the company (or other enterprise) to which each User belongs.

Web PortalCopy link to Web Portal to clipboard

This is a web interface for users to interact with the helpdesk; depending on how you choose to configure it, Users can view their Tickets, submit Feedback, see Knowledgebase Articles, etc. If enabled, it will be accessible to Users at the base URL of your helpdesk e.g. http://yourcompany.deskpro.com/ or http://helpdesk.yourcompany.com.

Guide-1.png

Agent interfaceCopy link to Agent interface to clipboard

The Deskpro interface that your Agents use to respond to Tickets. When you have set up your helpdesk, it will be at http://yourcompany.deskpro.com/agent/ (whereyourcompany.deskpro.com is the URL of your helpdesk).

Guide-2.png

Admin interfaceCopy link to Admin interface to clipboard

The Deskpro interface that you will use to configure and maintain the helpdesk. It will be at http://yourcompany.deskpro.com/admin /.

Guide-3.jpg

Til hjelpIkke til hjelp

2 av 2 personer syntes denne siden var til hjelp

neste sideAccount Types

Logg på for å registrere eller sende inn en kommentar.