Getting Started

Table of Contents

• What is a help desk
• Who are the users
• How are tickets created
  • Web Portal
  • Email
  • Agents
  • API
• Ticket Routing
  • Departments
  • Help Topics
  • Filters
  • Assignment
• Automated correspondance
  • Auto responses to end users
  • Alerts to agents
• Ticket Lifecycle
  • Agent and team assignment
  • Transferring departments
  • State and status
  • SLA and due dates
  • Changing ticket information
• Access Control — who can see the tickets
  • Organizations
  • Collaborators
  • Extended access groups
  • Limited access
• Managing Tickets
  • Ticket queues
  • Advanced search
  • Statistics
• Data Management
  • Ticket data
  • End user data
  • Organization data
  • Custom data
    • Custom forms and fields
    • Custom lists
    • List properties
  • Attachments and files
• Managing End Users
  • User directory
  • Organizations
  • Authentication
• [Managing Agents](Managing Agents)
  • Agent directory
  • Administrators
  • Vacation mode
  • Assignment and teams
  • Authentication
• [Knowledge base](Knowledge base)
  • FAQ categories
  • FAQ articles
  • Canned responses
• Branding
  • Logo and company data
  • Email templates
  • Custom pages