How It Works For Company


Helpdesk


Ticket signs    Ticket direct link    Create task from ticket    Ticket last replies    Helpdesk project signs       

After signing in company can create helpdesk projects — see pic 1.



Pic 1 — Create helpdesk project


Project name is used for searching project in customer area.

Display project name is used for displaying name of project in helpdesk projects list in all helpdesk accounts (company, customer, manager).

Customers link is a special link created for customers to add helpdesk project in their accounts automatically — it means that following that link customer adds company project in list of his helpdesk projects without need to search project.



Customers find helpdesk projects in their accounts and add tickets — after that helpdesk area in company account looks as follows — see pic 2.



Pic 2 — Tickets list


All tickets are divided in three categories.

First - New tickets - new tickets created by customers - they don't have manager (or company) who took these tickets to work with.

Second - Company tickets - this category contains tickets which were taken by company account.

Third - Other tickets - contains tickets which were taken by company managers.

Company can take ticket for surveillance by clicking red Take ticket button when viewing full ticket info - check out pic 4.

Current project is highlighted with red line at left side of national project name. Tickets with last customer answer are shown at the top of tickets list.



There are six signs attached to every ticket — see pic 3 — lets review it.


Pic 3 — Helpdesk ticket signs



First sign is intended for ticket deletion.

Second sign is intended for closing ticket (resolved).

Third sign — it is a direct link to show full ticket — ticket headline and text with all replies — see pic 4.



Pic 4 — Direct link ticket display




Fourth sign is used for creating task from ticket — after clicking that sign you can create task for manager — see pic 5.



Pic 5 — Creating task from ticket


In this window company can choose tasks project where newly created task will be added, manager responsible for task execution and set task headline and text.



After creating task sign is changed to another one — eye sign — by clicking that sign you can see full task displayed in new browser tab — so ticket and task are being attached to each other with help of this feature — see pic 6.



Pic 6 — Created task sign in ticket display


Fifth sign is equal to third sign — it also shows full ticket display — with ticket headline, ticket text and all ticket replies — but it is opened in the same window without page reloading and opening new browser tab.



Sixth sign is used for showing last replies of ticket without page reload or loading full ticket info — after clicking that sign list of last ticket replies is displayed — other tickets are shadowed to highlight current ticket - see pic 7.



Pic 7 — Showing ticket last replies list


Number of last replies displayed is set in company settings ( item in company menu above).



Every helpdesk project in projects list has sign to show closed tickets — at right side of project name — after clicking by this sign list of closed tickets is displayed — see pic 8.



Pic 8 — Helpdesk projects list with closed tickets signs




Tasks


Task signs    Direct task link    Reassign task    Task last replies    Tasks projects signs    Create new task    Managers interface   

Main tasks page looks as follows - see pic 1.



Pic 1 — Tasks list


At pic 1 is a list of tasks in current tasks project — there are task headline, info about who created task (author), info to whom task assigned and two dates — when task was created and when task was updated.

Current task project is highlighted with red line at left side of tasks project name.



There are seven signs attached to every task — see pic 2 — lets review it.



Pic 2 — Task signs


First sign is used to delete task.

Second sign is intended for closing task — when clicked task status is set to Closed and task doesn't display in tasks list.

Third sign is a direct link to task — when clicked new browser tab is opened and task is displayed with task headline task text and all replies to task — see pic 11.

Also this direct link is used to access task straight by link — without necessity to open projects list.



Pic 3 — Direct task link display


Fourth sign appears only when task was created from ticket — by clicking that sign corresponding ticket is displayed with ticket headline, ticket text and all ticket replies (direct ticket link).



Fifth sign is used to reassign task to another manager — when clicked appears list of company managers where you can choose who will be responsible for task execution — see pic 4.



Pic 4 — Reassign task




Sixth sign is similar to direct task link — task is displayed with task headline, task text and all task replies — but without opening new tab or reloading page — in the same browser window.



Seventh sign is used to display last task replies — when clicked list of last replies is shown with an opportunity to add new reply — see pic 5.

Other tasks are shadowed to highlight current task which last replies are being shown. Number of last replies to display is set on company settings page.



Pic 5 — Task last replies list




Tasks projects list has two signs in right side of project name — see pic 6 — lets review it.



Pic 6 — Tasks projects signs


First sign is used to show project closed tasks list — tasks which have already been done.



Second sign is used to create new task in tasks project — when clicked new task form appears — see pic 7.



Pic 7 — Create new task form


After choosing manager to work on task and setting task headline and text and clicking Create Task button - new task is created.



At pic 8 managers interface is shown — it allows company create and edit managers.

Pic 8 — Managers interface