FAQs
Can I alert a support agent on a request sent for review?
Yes, you can send an e-mail alert to a support agent when a request has been sent for review. To enable this option, Go to Setup>Automation>Notification rules Enable the rule 'Alert support rep when a mail sent for review' Click Save
Is it mandatory to have a department?
Its is not mandatory to have a department in helpdesk. Moreover helpdesk creates a default department as General. You can setup mail server settings for this default department or create your own department.
What is a Department?
Departments can be various divisions in your organization. For example, Sales, Support, IT, HR, Admin, Finance can be configured as separate departments.
I am unable to see requests in time left queue.
Requests in the Time Left Queue would be shown only when you had set Due Date/Time either through Worklflow assignment values or SLA To setup Due Date Time based on a specify criteria, follow the steps given below: Go to Setup>Automation>Workflow ...
Can I search across departments?
Yes, you can search across departments using global search on the right hand pane of the home page. You can perform a cross department search by selecting "All Department". For more understanding, refer the image below.
Can I customize the look and feel of the portal?
Yes, you can rebrand your customer portal, so that it mimics your own website. You can pick the color of the fonts and background from the color palette provided. You can also select one of the default themes available. To customize the color of ...
Can I re-invite a Customer Portal user?
Yes, you can re-invite your Customer Portal user if they have not accepted their first invite. To re-invite a user, Goto Setup>Customer Portal>Users In the Customer Portal Users page, you can find the list of portal users and their confirmation ...
Can I acknowledge contact when a request is received?
Yes, you can acknowledge the customers when a request is received. To enable this option, Goto Setup >Notification Settings >Notification rules >select the option as required.
Can I hide fields from Support Agents?
Yes, you can hide fields using Field Level Security in Help desk. To hide a field, Go to Setup > Users & Permissions > Field Level Security Select a profile name, module and click Edit above visibility. Uncheck the field you intend to hide and ...
How can I add my signature?
You can add your signature, by following the steps mentioned below: Goto Setup > Personal Settings > My Signature Create your signature to go with your e-mail templates Choose whether to keep your signature Active Click Save to retain your settings
How can I enter the time spent on a request and the cost of support rep who worked on it?
In Help desk, you can enter the time spent by a support representative on a request and the cost per hour to calculate the wage to be paid to support reps. The instructions listed below would help you with this. Open a Request from the Request ...
Can I restrict an agent from deleting Requests?
Yes, you can restrict certain agents from deleting the requests by setting up permissions in the respective agents profiles. Please goto Setup >> Admin Settings >> Profiles. In the Profile setting page, edit the profile ...
I deleted a request by accident. How can I restore it?
If a request is subjected to deletion, you can always retrieve it by accessing Recycle Bin in Help Desk. To access Recycle Bin Go to Setup > Admin Settings > Recycle Bin. In the Recycle Bin page, you can find a list of deleted items mentioning the ...
Can I merge two requests?
Yes, when a customer has sent more than one e-mail for an issue with different details in each mail, then you can merge these requests into one and work on a single request. You can even merge two requests from different contacts if need be.
How can I insert values from the request form into e-mail template?
To insert values from the request form into your e-mail template, follow the steps mentioned below: While creating an e-mail template, select a module under Available Merge Fields, to list the fields available under that module. Select a field to ...
Can I auto-assign requests to Support Reps?
Yes, you can automatically assign requests to Support Reps based on set conditions, using our Workflow Settings. Go to Setup>Automation>Workflows Create a New Rule and in the Actions area, create a Workflow Assignment Value to be associated to the ...
Customizing Notification e-mails.
You can customize the Notification e-mails sent to your customers and Support agents in Helpdesk. To edit a template, follow the steps mentioned below: Go to Setup>Automation>Notification Rules In the following page, hover your mouse on a ...
What happens when Portal access setting is set to "Only Registered Customers"?
When the portal access is set to "Only Registered Customers", Customers accessing your portal URL would be redirected to helpdesk login page. This ensures that only registered customers can access your portal by providing their login credentials.
What happens when the Portal access setting is set to "All Customers"?
When the portal access is set to 'All Customers", Anyone can access your self-service portal by visiting its URL and submit their requests and search knowledge base. However, to track the status of their requests, your customers need to provide login ...