e11 Help Desk Software Manual for customer support & service software
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An account is a unique identifier. It represents a company and may contain multiple clients.
Answer Book helps you to build a knowledge base where clients and representatives can search in existing articles, added by other representatives, before creating or while replying to a ticket.
Client service representatives can assign the ticket(s) to a representative. Click Assign To and select the respective REP ID. In addition, the clients may also assign tickets to a representative, via the client interface.
Auto Responders are pre-defined responses for replying to clients about the status of their tickets.
The status signifies that the representative is waiting for additional information or a reply from the client.
The tickets cancelled by the clients, cannot be reopened. They are assigned the status- cancelled.
Category is a classification of the ticket. This allows the representative to allocate the ticket under a predefined group.
A client is an individual for whom a ticket can be created.
The tickets that have been attended to, or where the query has been resolved, are listed under Closed Tickets. These tickets can be reopened, if required.
The status of a ticket where, either the client is not responding or the representative cannot work on the ticket immediately.
It is a copy of information prepared by the representative, for the client and would be sent to him later.
The last date fixed for resolving the ticket.
Forwarding a ticket automatically to another representative incase the ticket matches a specified escalation rule.
All tickets that have been attended to, and await client’s feedback are listed under Fixed Tickets.
Choose your look-up language as English, French, German or Chinese (simplified).
Enter the login information such as username and password to gain access to the system.
All new and unassigned requests are known as Open Tickets.
A secret word, 4-10 characters long that allows admittance or access to the interface used for logging, adding clients and modifying the client’s details.
Rating a ticket as Normal, Important, Very Important or Urgent, etc. depending on the level of urgency. Remember, the administrator can configure more priority types like Normal, Urgent, etc.
The Queue signifies the category on the basis of which you can classify the ticket list. It makes the list more precise to work on.
Representative Name is the login name of the client service representatives.
Routed means reassigning of a ticket to a representative by another representative when he or she is unable to resolve it.
Spell Checker is used to check the spellings of the message.
The current position of the ticket.
Ticket Channel
Ticket Channel is the media through which the clients’ query reaches the Helpdesk (i.e. Telephone, Email, Fax, etc.). A Representative can assign channels while creating a ticket on behalf of the client.
Ticket Number is a unique identity given to the collection of interactions between client and representative on a specific issue. Every ticket is allotted a unique ticket number.
Subject of the ticket, i.e. what the ticket or query is about.
A unique identifier to define the ticket, assign a Ticket Type as Urgent, Problem or a Suggestion.
Trash contains the tickets that have been deleted from the list.
Administrator has to assign a User Name to the representatives to enable them to login to the system.