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]
Every place of business has departments, whether it’s HR, support, sales, shipping or whatever. iDesk has departments too. And the great thing about having departments is that mail can be sent directly to a department, so that only users belonging to that department can see it! So lets say you have three departments Sales Service/Support Shipping and now lets assume your domain [...] [...more]
As of December 8 2008 iDeskSupport is 100% free. Users will still need to register and log in to read the content, but there is no membership requirement any more. So what does this mean? Not much, other than it’s cheaper! Users can now download any and all files on the site if they are logged in. I am [...] [...more]
Did you know that iDesk can fetch mail from multiple email addresses? Did you know that iDesk can sort those emails into different departments? It can, and it’s built into iDesk by default. What is this good for? Well perhaps you have multiple email boxes like support and sales and personal email boxes too. You can get [...] [...more]
