In iDesk the process of creating a ticket actually requires that only the Ticket area is completed. To create a ticket for a user simply enter their name, email, the department, subjuct and message and click on Create Ticket. I would suggest that you check the box that says “Notify me when my ticket is responded [...] [...more]
While the user profile section of iDesk isn’t all that big, there are some important items that you should be aware of. Obviously you can change your email address and password. But you can also change your name, add a signature and enable/disable ticket notification. I would suggest that admins enable Ticket Notification for their staff. This [...] [...more]
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]
