Advanced Web Help Desk Topics

Revision as of 15:29, 26 April 2019 by Cynthia Slater (talk | contribs) (→‎Set up your Dashboard: Provided new link)

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

Set up your Dashboard

If you have ever wondered how to get those Dashboard charts & bar graphs (Widgets) that others have, it's not difficult.

You'll find everything you need to know on SolarWind's Set up the Dashboard page.

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.)

Create a "go to ticket" shortcut in Firefox

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 a "bookmark keyword search" by doing the following:

  1. Press Ctrl-B to open up the Bookmarks sidebar.
  2. Right-click on a blank space (separators work well) and hit New Bookmark...
  3. Enter the following info:
  4. Save the bookmark.

From then on, you'll be able to go to a ticket by entering the keyword plus a space plus the "search term", in the Location bar instead of the URL (hint: Ctrl-L moves the cursor there and highlights all, so you can start typing something new.) So typing t 123456 will translate to https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket=123456 which takes you directly to Ticket 123456. (You can do this with any other website, too, by substituting %s for the search term in the URL. So for example https://directory.middlebury.edu/Default.aspx?samaccountname=%s can be used to do a Directory lookup on someone's exact username.)

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 merged (such as non-Midd email addresses and phone numbers) as this info is only kept from the main ticket!
  5. Click the Merge Tickets button to complete the process.

Flag Tickets

In the upper-right-hand corner near the ticket number, there is a small flag icon that turns red if you click it. If you do so, it will appear under "Flagged Tickets" in the main menu. This can be useful when you're escalating a ticket or assigning it to a different group, but want to see what the resolution is.

Link to a Specific Ticket Type

It is possible, when writing documentation or other forms of communication, to include a link to create a ticket of a specific request type.

  1. Ask Mary or Dan for the request type ID.
  2. Append that to the following URL: https://webhelpdesk.middlebury.edu/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/new?rt=, as in this example.
  3. Insert a link to that URL as normal depending on the medium.

Note that such links only work properly for customers. WHD Techs will need to use the customer button in the upper-right hand corner to switch to "Client View" in order to see the effect.

Create a Quick Ticket

The Quick ticket feature is useful when you need to create identical tickets for repetitive issues, such as a forgotten password. You can create a quick ticket template that pre-fills desired fields so you (or others) won't have to do it manually. This not only saves time -- it insures accuracy and consistency.

Refer to SolarWind's Create a Quick Ticket to learn how this is done.

Create Advanced Queries

Quickly paste text that you commonly use

There's an extremely useful Firefox add-on called "Clippings" which allows you to save text blocks of any size that you re-use often, and just paste them in with a right-click: https://addons.mozilla.org/en-US/firefox/addon/clippings/

If you use multiple computers and would like to share a common clippings database between them, or if you just want to keep your Clippings data backed-up automatically, you can use this helper tool for Clippings: http://aecreations.sourceforge.net/clippings/sync.php

You can then set the Clippings database location to be in your OneDrive folder somewhere. If you use multiple computers, just point Clippings on each to the same location.

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