How It Works For Manager


Helpdesk


Helpdesk interface    Ticket signs    Ticket direct link    Create task from ticket    Ticket last replies    Helpdesk projects signs    Manager answer templates    Email ticketing



Customers find helpdesk projects in their accounts and add tickets — after that helpdesk area in manager account looks as follows — see pic 1.



Pic 1 — Tickets list


At pic 1 is a list of tickets created by customers in current helpdesk project — there are ticket headline, info about who created ticket and two dates — when ticket was created and when ticket was updated.

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

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

Third - My tickets - this category contains tickets which were taken by current manager.

Fourth - Other tickets - contains tickets which were taken by other managers or company account.

Manager can take ticket for surveillance by clicking red Take ticket button when viewing full ticket info - check out pic 3.



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 2 — lets review it.



Pic 2 — Helpdesk ticket signs


First sign is used for ticket deleting.

Second sign is used to close ticket — to set Closed status to a ticket and do not display in active tickets list.

Third sign is a direct link to show full ticket — ticket headline with all replies — see pic 3.



Pic 3 — Direct link ticket display




Fourth sign is used for creating task from ticket — after clicking that sign you can create task for another manager — see pic 4.



Pic 4 — Create task from ticket


In this window manager 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 5.



Pic 5 — Created task sign in ticket display



Fifth sign is equal to first 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 in list are shadowed to highlight current ticket - see pic 6.



Pic 6 — Showing ticket last replies list


Number of last replies displayed is set in manager settings ( item in manager menu at page top).



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 7.



Pic 7 — Helpdesk projects list with closed tickets signs




Theres is a special feature which helps managers create predefined messages — helpdesk answers templates — click button with "Edit Answer Templates" caption.

Main page of this feature is shown at pic 8.



Pic 8 — Manager answer templates main page


Here manager can create his own answer templates — set name of template and template text.



After templates were created it can be used while creating new replies — see pic 9 - Select answer template dropdown menu.



Pic 9 — Using answer templates in replies


Manager chooses name of template — after that template text adds to reply text field.

Managers can use Galmato to handle emails as tickets.

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


Tasks interface    Task direct link    Reassign task    Task last replies    Tasks project signs    Create task

Main page of tasks manager page looks as follows - see pic 1.



Pic 1 — Tasks list


At pic 1 is a list of tasks assigned to current manager in current tasks project — there are task headline, info about who created task, three dates — when task was created | when task was updated | when task should be done (due date) and task priority. Tasks are sorted by priority - from high to low.

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



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

Pic 2 — Task signs


First sign is used to close task — when clicked task status is set to Closed and task doesnt display in active tasks list.

Second 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 3.

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



Pic 3 — Direct task link display


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


Fourth 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


Fifth 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.


Sixth 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 manager settings page (last item in manager menu at the top of page).



Pic 5 — Task last replies list


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



Pic 6 — Tasks projects signs


First sign is used to show all tasks in project — regardless whether task assigned to current manager or not — it allows current manager view other project tasks and leave replies there.


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


Third 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