Deskpro's interface was designed with features to make the helpdesk intuitive to use and easy to navigate.
Global Search
Global search is accessed at the top right-hand side of the interface; it enables you to search the entire helpdesk with keywords.
When you start typing in a search term the function will search all the helpdesk including Tickets, CRM, Help Center content, Tasks and more.
The search window will display relevant content in your helpdesk divided into the different types of content and the relevant search terms that generated the search result will be highlighted in the search preview to give some context to the result.
You can also search for items in the helpdesk by using ID or Ref numbers.
If a User or Organization matches a search they will appear at the top of the search results.
The New Button
The New button allows you to quickly and easily create different types of helpdesk and Help Center content. Access it by clicking the symbol in the header bar.
Ticket
If you create a New Ticket a blank Ticket tab will open in the Content Panel, from here you can fill in all the necessary information and submit a Ticket into the helpdesk on behalf of a User.
By default, when you create a New Ticket you are the assigned Agent and your Primary Team is the assigned Team, unless you mark the Ticket as unassigned or assign it to another specific Agent, Team or Department.
User
When you create a New User a blank User profile window will open in the Content Pane, from here you can fill in any information you have about the New User.
There is a checkbox above the Create button, if enabled when you create the User a Welcome Email will be automatically sent to the email you entered on their profile.
For more information read Creating New Users.
Organization
When you create a New Organization a blank Organization profile will open in the Content Pane. You can create the Organization, add their contact information, any properties and add any Members.
For more information read Creating Organizations.
Task
When you create a New Task a new task modal will open over the interface. You add a description, due date, assignment and visibility and hit Create.
Article
If you want to create a New Article a blank article window will open as a tab in the Content Panel.
You can write and format a Knowledgebase Article, as you would from within the Publish app, and hit Create to push it live onto your Help Center.
Guide
When you create a New Guide Page the bank page will open in the Content Panel, you can write and format the page, add it to an exisiting Guide on your Help Center or create a new one all from this window.
Post
Create a New Post for your Help Center News from the New button, this will open a blank News Post window in the Content Panel. You can write and edit the News Post and then post it directly onto your Help Center.
File
You can upload a New File to your Help Center, you can name and upload the downloadable File from the window that opens in the Content Panel.
Content History
To view your recent Tickets, or other recently closed content you click on the down arrow icon at the top of the Content Panel:
This will open the Tab History and Overflow dropdown menu, from this menu you can see your recently closed tabs, clicking on them will reopen them at the front of your open Tabs on the Content Panel.
This menu also stores your tab overflow, when the amount of Content tabs you have open exceeds the space at the top of the Content Panel the excess tabs will be held in the overflow.
The number of tabs in your overflow are indicated by a number on the clock icon, when you open the menu you will see a list of your other open tabs and you can use the menu's search function to find a specific tab.
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