Field Level Permission / Form Builder Field Level Permissions control whether a user can view and/or edit the value for a particular field in a specific stage. 1) Select Form from the drop down menu next to Request Type 2) … Read more!
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!
Cross-Functional Requests: Right Agents, Right Way Tickets may pass through multiple departments before they’re finally solved. Sometimes, that’s part of multi-stage approvals; it can also be a customer support team working on an incident with other teams to find the … Read more!
Creating your Workflow You can design your workflow to collect information from different stakeholders and undertake routing to request for action. Raising a requested ticket could be assigned to a user or group. This article illustrates the stages of the workflow process: New … Read more!
Notifications help every team stay informed about the actions and activities performed in your workspaces. Types of Notifications Tasks: notification regarding tickets. Activities: notifications regarding assigned activities. View Task Notifications Navigate to the bell icon on the top right side of … Read more!
Communicating with External users Create tickets to deliver proactive support to your customers, and keep all your correspondence together by sending external emails from a ticket. This blog will show you how to create new tickets and create an external email in … Read more!
How to choose the right architecture SteadyPoint help desk can manage your tickets in different workspaces. The Workspace changes depending on the company’s hierarchy/support life cycle within the organization. However, we have a common workspace that can be used with … Read more!
Adding Ticket Watchers A ticket watcher is a user (in addition to the ticket’s assignee, reporter and owner) that receives email updates about the ticket. If a watcher is added to a ticket, the system automatically provides the watcher access to the … Read more!
SteadyPoint Helpdesk allows for tasks (tickets) to be delegated from one individual to another. Delegation is commonly defined as the shifting of authority and responsibility for particular functions, tasks or decisions from one person to another.In the helpdesk system, you … Read more!
Request Type Admin In some cases, one or multiple users can be selected to have full permission to edit ticket fields and resolution across all request types. Request Type Admin (SharePoint group) has full access on tickets that are raised … Read more!