SteadyPoint Helpdesk offers the option to add custom templates to your tickets, allowing you to make Helpdesk your own.
You can learn how you can set up these templates from our article, here. This article will present a number of different templates that you can build and use for a number of different situations.
- Case #1: ISP Call Center – Customer Calling in with an issue
- Case #2: Computer Repair Shop – Customer using Helpdesk to submit tickets
- Case #3: Accounting Firm – Employee requiring assistance from the Help Desk
Case #1: ISP Call Center – Customer Calling in with an issue
In our first scenario, the ACME call center is a call center for ISP ACME. Customers phone in to submit issues they might be facing with their internet, an agent takes in their information and complaint, and submits it for someone to deal with the issue.
How can SteadyPoint Helpdesk be used to include all this additional information? By building a template relevant to this, of course!
If you followed the link provided in the intro, you should know how we can build and add a new template. Here’s what our customer support center template will look like.
A breakdown of the fields being used in this template:
- Name (Text): customer name
- Phone number (Number): customer phone number
- Customer Unique ID (Number): customer unique ID number
- Status (choice): Internet status for the customer
- Additional status information (note): any additional information that may regard the customer
- Issue start date/time (date): when the customer first faced the issue
- City (choice): city in which the customer is located
- Nearest support center (lookup): a list of all the support centers in all the cities.
All the fields can be added and configured from this menu, apart from Lookup (nearest support center) which you select a pre-configured list. To see how you can set-up the lists for lookups, please use this link.
Tobias, the Helpdesk admin for ACME, adds this template to the tickets of the area Networks and type Internet issues.
When agent Charlie receives a phonecall from a customer, Andrea, who is struggling with a disconnected internet, he opens a new ticket.
When he selects the Area of Networks and type Internet Issues, a new header titled Additional Information appears below the attachments button. This is the template we created earlier!
Once Charlie submits the ticket, it is assigned to technician Oscar, whose job is to deal with the ticket. This is what the ticket and the ticket templates look like for Oscar
Case #2: Computer Repair Shop – Customer using Helpdesk to submit tickets
ACME Computer shop offers support on the laptops it sells. Customers sign up to ACME’s Help Desk, log-in and submit their tickets. Tobias is the administrator responsible for configuring and monitoring the Help Desk and the tickets coming into it. He wants to create a form that laptop buyers can fill out to give more information to the technician assigned their issue.
He fills out the following fields
And then attaches it to the area Hardware with the type Laptops.
Charlie Washington is an ACME customer, he bought an ACME laptop last year and has signed up to the support. His laptop is going through some issues, and he wants to submit a ticket, so he opens up the support link ACME gave him, signed up to the support site, and now is going to open a new ticket.
He fills up the additional information section with details on his laptop and submits the ticket.
Agent Oscar is responsible for handling all laptop issues, he opens up the ticket and sees both the regular ticket form and the additional information section.
Case #3: Accounting Firm – Employee requiring assistance from the Help Desk
ACME Accounting recently installed SteadyPoint Helpdesk to allow it’s employees to ask for assistance from the company Help Desk when they require something to be fixed. For example, when they need a light bulb to be changed or the printer to have its ink refilled. Tobias Kelly, the administrator of the Help Desk team, needs to create an additional section in the opened tickets to organize the problems being submitted with regards to the companies printers. He opens up the custom templates and creates the following template:
Charlie Washington, a member of the auditing department is having problems with printing some important papers. So he opens up the Helpdesk and submits the following ticket
The ticket is then assigned to Oscar, a technician, who receives the following ticket assignment