e11 Help Desk Software Manual for customer support & service software
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Version 4.3.6
Auto responders are sent to the client every time the ticket is fixed/awaiting customer response or closed.
In escalation rules, triggers, and e-mail notifications, the maximum possible ticket time is 72 Hours.
In Escalation Engine, the auto responder associated with escalation is fixed, thereby, restricting our clients to have flexibility in associating different auto responders with different rules.
You can only notify one representative about the escalation.
One of the major roadblocks in the escalation engine is that you need to necessarily change priority and representative for escalation.
In Ticket groups, you cannot make a ticket group on the basis of “Not Assigned Representative”. For example, you cannot build an escalation rule to escalate a ticket if it is not assigned to anyone and it is not attended for 4 hours.
If you want to restrict or allow your end user/clients or representatives only from a range of IP, you cannot do that.
Clients/End Users/ Corporate Account Users cannot generate reports on their activities.
New Version 4.4
The new features added in the Administrative Manual Version 4.4 are:
You can control when to send the auto responder and when not to send the auto responder. Now, you can decide if you would like to send the Auto Responder on Reply screen itself. If you would like to send the Auto Responder each time, you can enable the feature by going to settings>configure your helpdesk>enable/disable settings rep/ update.
You can now set up escalation rules in days rather than only in hours. In Escalation Engine, E-mail Notification Engine, and Triggers, Ticket Time field now has day, hours and minutes.
You can set different auto responder messages for different escalation rules.
You can select multiple e-mail addresses you want to notify while escalation.
You can keep the same priority or representative while escalation. This will allow you to send notification about breach of service level agreement rather than, actually escalating the ticket to any other representative.
In Ticket Group, you can now build a ticket group on the basis on “Not Assigned” Ticket.
Now, you can allow users only from specific IP or block users of certain IP. This feature can be enabled by going to settings>configure your Helpdesk> I P Based Access.
Now, you can provide access to the clients on their own reports. You can choose which reports your client has access to. This can be enabled by going to settings>configure your helpdesk>enable disable client settings>Reports. The end users can generate report only within their data.
News Module has been renamed as “Announcements”.
Now, you can define priority in numeric values as well.
You can set the time (10 Days – 100 Days), after which the deleted tickets will get deleted permanently.
In version 4.3.6, there was three ticket number formats: Ticket ID, Prefix-Ticket ID-Suffix, Prefix-Date-Ticket ID. In version 4.4 we have added Prefix-Ticket ID as another option. Using this module, now you can specify the validity of a client/end user account. You can send reminders before or after expiry of support account. You can give selective rights to your end user or client, after expiry of support account (for example, ability to create ticket for 2 days after expiry). To use this functionality, click on new client. Here, you can specify the type of rule and support dates etc. Support Account Renewal Rule can be build by going to settings>system rule>Account Renewal Rule.