Creating a Lookup Row in Custom Ticket Templates
This article explains how you can use lookup rows to add even more versatility and choices to your ticket templates
Default Text
In certain instances, creating a ticket requires certain on-boarding instructions. This is where helpdesk default text comes into play.
Escalations
Learn how to escalate tickets to the relevant parties on Helpdesk. With a defined SLA, your users will know how much time they have to deliver on a task.
Get system updates
Permissions required: Global admin, App admin. It is very important to ensure that you have the full control on your data. As more and more businesses move to the Cloud, the misconception that the cloud isn’t safe is slowly going … Read more!
Knowledge Base
A knowledge base is a collection of documentation/resolutions that often contains answers to frequently asked questions, how-to manuals, and troubleshooting instructions. Its goal is to make it simple for individuals to find solutions without having to seek assistance. Accessing the … Read more!
Reminders
You can create reminders in Helpdesk to alert ticket assignee’s of existing tasks. The system will send repetitive reminders to the assignee until there’s a response or the reminder CAP has been breached. Creating a Reminder Now there is a … Read more!
Reports
Reports offer a way to extract and present a specific subset of the information from a large database. Reports are preset to provide the user with graphically presented information regarding the tickets, performance, and resolution time. Report are categorized in 4 … Read more!
Categories and Sub Categories
Types and Sub Types are a lower level or categorization from the Request Types. Types and Sub Types offer more details and allow tickets to be more specific. The benefit of using the Types and Subtypes is to allow the … Read more!
How to use the activities log to organize your work
You can add all your ticket-related work on a scrum board to organize all the necessary tasks on Help desk. Learn how to use this tool to maximize productivity!
Routing in SteadyPoint Helpdesk
SteadyPoint Helpdesk features 2 different means for routing, or assigning, tickets to the right person to handle them. One is automatic routing, which features 3 means of routing underneath it, the other is manual routing. Automatic Routing Direct Assignment Resource … Read more!