Middlebury

Difference between revisions of "Advanced Web Help Desk Topics"

(Added instructions about linking FAQs)
Line 1: Line 1:
 
This is a collection of cool features or findings that are real Web Help Desk time savers. See also [[Basic Web Help Desk Topics]].
 
This is a collection of cool features or findings that are real Web Help Desk time savers. See also [[Basic Web Help Desk Topics]].
  
 +
<br>
 +
=== How to Share an FAQ solution with a Customer ===
 +
# Click the '''Link FAQ''' button.
 +
# Search for the desired FAQ.
 +
# From the search results list, click the '''Link FAQ''' button beside the desired FAQ(s).<br>
 +
(''Note:  '''As of 2/24/15 there is a reported bug.'''  Rather than presenting you with a subset of FAQs that correspond to your current ticket's request types, the entire list is displayed so you have to search for the one(s) you want.'')
 +
 +
<br>
 
=== How to Merge Tickets ===
 
=== How to Merge Tickets ===
  
Line 10: Line 18:
  
 
<small>
 
<small>
 +
 
<nowiki>javascript:void(T=prompt('Enter%20ticket%20#:%20'));open('https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket='+T,'_self');</nowiki> </small>
 
<nowiki>javascript:void(T=prompt('Enter%20ticket%20#:%20'));open('https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket='+T,'_self');</nowiki> </small>
  

Revision as of 11:38, 6 March 2015

This is a collection of cool features or findings that are real Web Help Desk time savers. See also Basic Web Help Desk Topics.


How to Share an FAQ solution with a Customer

  1. Click the Link FAQ button.
  2. Search for the desired FAQ.
  3. From the search results list, click the Link FAQ button beside the desired FAQ(s).

(Note: As of 2/24/15 there is a reported bug. Rather than presenting you with a subset of FAQs that correspond to your current ticket's request types, the entire list is displayed so you have to search for the one(s) you want.)


How to Merge Tickets

How to Create Your Own "Go To" ticket button

You can easily create a browser "button" that can be used to jump directly to a specific ticket in WebHelpdesk. Using Firefox, you can add this option to your Bookmarks toolbar. (View -> Toolbars -> Bookmarks Toolbar if you don’t already have it enabled).

Simply right-click on a blank area of the bookmarks toolbar, then choose New Bookmark. Name it whatever you’d like, then paste the following string in the Location field:

javascript:void(T=prompt('Enter%20ticket%20#:%20'));open('https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket='+T,'_self');

To use it just click your new button, type or paste in the desired ticket number, then click OK. That's it!

Caveats: Due to browser security this won’t work in a new/blank tab; it’ll only work on a tab/window where there’s currently content being displayed. Tested in Firefox and Chrome.

Powered by MediaWiki