If you’ve been reading this blog then you already know that users can be assigned to one or more departments. If not, then read on! Lets assume you are a rather large company that uses iDesk for all of their support requests and communication. In your company you have a support department, human resources, shipping, billing and [...] [...more]
Did you know that iDesk can be used to send a notice/message to each of your staff? Messages can be sent to a specific user or to all staff users. This could be used to notify staff members of changes or updates or to let them know something new such as a changed meeting time. Messages can [...] [...more]
One of the most important things you can do if you have no where else to place a FAQ or common troubleshooting steps is to use the knowledgebase. The knowledgebase can save you from replying to around 30% of your average support emails simply be giving users an answer to their question before they ask it! The [...] [...more]
Predefined replies are the godsend and the bane of helpdesks. They help staff lower the amount of time they spend answering repetitive questions and at the same time, many users quite often see a predefined reply that doesn’t fix their situation. Staff need to ensure that before they send a predefined reply that they have read the [...] [...more]
In the last how-to I mentioned something about Staff Only departments. This is a really great feature of iDesk and extends it’s capabilities beyond most help desks. For our example we’re going to assume you offer technical support in two tiers. Tier 1 which is basic support and fulfills the need to respond to the user as fast [...] [...more]
