How It Works For Company


Helpdesk


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

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 four categories.

First - email messages coming from unregistered users - check out email ticketing

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

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

Fourth - Other - 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 set priority, due date, tasks project where newly created task will be added, manager responsible for task execution, 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


You can use Galmato to handle your emails as tickets.

For that purpose first of all you have to specify email address where you receive emails from your customers on your settings page - check out pic 9 - fill Tickets email field with your email and press Save.



Pic 9 — Setting tickets email


Second step is to create forward from email specified to our email which is defined under Address to forward email tickets to caption.

In this example case we have to create a forward from support@example.com to mail1@galmato.com to make email ticketing work.

Here's a good explanation how to do it with Gmail



After forward creation all emails coming to your tickets email will be displayed in Email tab of your helpdesk main page.

Please keep in mind that only emails from UNREGISTERED users go to abovementioned tab - if customer email already registered then new ticket is being automatically created.

There's a list of customers emails received at pic 10.



Pic 10 — List of email messages


There are two options available for each message - first - delete message (sign ) - and second - watching message (sign ).

After clicking at watch message you will see following



Pic 11 — Watching email


There are two options at this point - leave Create customer & ticket checkbox checked and uncheck it. In first case when you write your answer and click Answer button new customer account will be created as well as new ticket in current helpdesk project (it will be stored in New tab) - customer will receive email with your answer and also password for his new Galmato account. After ticket creation customer will receive emails every time new reply is added to ticket by company or manager account.

If you uncheck Create customer & ticket check box - then email sender will receive only your answer (as email) without customer account and ticket creation.

In both cases message will be automatically deleted.

You can delete message without sending answer emails to sender simply by clicking delete message sign.

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 three dates — task creation | task update | task finish date. Last item is a task priority.

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 edit task — when clicked task edit form appears - there you can choose manager responsible for task execution, task priority and due date — 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




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

Pic 8 — Managers interface