Middlebury

Difference between revisions of "Advanced Web Help Desk Topics"

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=== How to Merge Tickets ===
 
=== How to Merge Tickets ===
  
# Call up list that includes the tickets you want to merge.
+
# Call up a ticket list that includes the ones you want to merge.
 
# Click the checkbox at left of each ticket to be merged.
 
# Click the checkbox at left of each ticket to be merged.
 
# Click the '''Merge Selected''' button.
 
# Click the '''Merge Selected''' button.
# Specify the main ticket that should be retained with information merged into it. 
+
# Use the drop-down list beside ''Merge selected Tickets into Ticket'' to specify the main ticket that should be retained, with the additional notes information merged into it.
#* Use the drop-down list beside ''Merge selected Tickets into Ticket'' to select the desired ticket number.
+
#* Warning: Be sure to note other details from the tickets to be merges, such as non-Midd email addresses and phone numbers, as this info is only kept for the main ticket!
#* Click the '''Merge Tickets''' button.
+
# Click the '''Merge Tickets''' button to complete the process.
 
<br>
 
<br>
  
 
[[Category:Web Help Desk documentation]]
 
[[Category:Web Help Desk documentation]]

Revision as of 14:03, 6 July 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

For commonly-asked questions you can save time by using FAQ instructions that have already been written down. It's quicker -- and you won't have to worry about forgetting to include something important. Here's how:

  1. Starting from an open ticket, click the green + to add a new note.
  2. Type any desired message text.
  3. Now, click the Link FAQ button.
  4. Search for the desired FAQ using the Category drop-down list or perhaps by specifying a word or phrase in the Contains field. (The orange Search button is located on the far right!)
  5. From the search results list, click the Link FAQ button beside the desired FAQ.
    • A link to the FAQ info will be inserted into your note.
  6. Save your note and send email to customer using your preferred method.


(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 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.

How to Merge Tickets

  1. Call up a ticket list that includes the ones you want to merge.
  2. Click the checkbox at left of each ticket to be merged.
  3. Click the Merge Selected button.
  4. Use the drop-down list beside Merge selected Tickets into Ticket to specify the main ticket that should be retained, with the additional notes information merged into it.
    • Warning: Be sure to note other details from the tickets to be merges, such as non-Midd email addresses and phone numbers, as this info is only kept for the main ticket!
  5. Click the Merge Tickets button to complete the process.


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