Personally I just can’t get enough of the use of departments. They are so useful and helpful in organizing your support requests. Lets take Nicecoders help desk as an example. We currently have 8 departments. Eight? Yes. One department for general support. Then one department for each of our products as “level 2″ support. Then a department for [...] [...more]
One of the nice features of iDesk is the Message system. The Message system can be used to send a message to all staff or to an individual staff member. Sending a Message to all staff would be like making an announcement. Lets say for instance that you ran a large web host and you have 8 [...] [...more]
What can I say about the knowledgebase other than it can save you a ton of support requests. By offering up frequently asked questions that are sorted by category, users can find out all the basic items they really want to know. Categories you can offer can be as simple as How to contact us How to cancel your [...] [...more]
