Helpdesk

What is a helpdesk
What is a helpdesk The helpdesk feature is an internal ticketing system that allows employees to raise issues, requests and enquiries. Admins can create...
Thu, 26 Aug, 2021 at 3:54 PM
How to create and edit an SLA Policy in your helpdesk
What is an SLA Policy A Service Level Agreement, or SLA, is an agreed upon measure of the response and resolution times that your team delivers to your ...
Thu, 26 Aug, 2021 at 3:52 PM
How to create a category in your helpdesk
To create a category in your helpdesk: 1. On the left panel of your admin dashboard, head to Helpdesk > Settings. 2. Click on the Categor...
Thu, 26 Aug, 2021 at 4:39 PM
How to create a sub-category in your helpdesk
To create a sub-category in your helpdesk: 1. On the left panel of your admin dashboard, head to Helpdesk > Settings. 2. Click on the Sub...
Thu, 26 Aug, 2021 at 4:37 PM
Where to view all case requests in your helpdesk
To view all case requests in your helpdesk: 1. On the left panel of your admin dashboard, head to Helpdesk > Requests. 2. Click View to see ...
Thu, 26 Aug, 2021 at 5:18 PM
How to accept, forward and close case requests
What are case requests These are tickets raised by employees on any queries, issues or requests they have. To accept or forward case requ...
Thu, 26 Aug, 2021 at 5:20 PM
How to reply to a case request
To reply to a case request: 1. On the left panel of your admin dashboard, head to Helpdesk > Requests. 2. Click View to see more details. ...
Thu, 26 Aug, 2021 at 5:14 PM
How to generate and download case reports
To generate and download case reports: 1. On the left panel of your admin dashboard, head to Helpdesk > Reports. 2. Select report type an...
Thu, 26 Aug, 2021 at 5:17 PM
How to set the eligibility for sub-categories in your helpdesk
What is eligibility for sub-categories in your helpdesk When setting up your helpdesk, admins can create sub-categories under main categories and specif...
Thu, 26 Aug, 2021 at 5:24 PM