Help Desk
Help Desk turns every customer question into a request that moves through a pipeline your team recognises, with service targets measured in working hours, mail intake, portal access and satisfaction feedback.
Tutorial 1
Your first request
Follow one request from start to finish: find your desk on the Command Center, add a request from its board, take it on, move it through the stages and watch the desk's figures change.
How-to 5
Open a request for a customer
Create a request by hand when a customer calls or walks in, give it a title, a desk and a customer, save it, and let the desk acknowledge it and start its work.
Move a request through the pipeline
Move a request from stage to stage on its form or on the board of its desk, flag how the work is going, and know what each move sets off: e-mails, clocks and figures.
Set service targets
Promise that a request reaches a stage within a number of working hours, choose where the clock pauses, and read the clock on each request until the promise is met or missed.
Take requests from the website
Switch on a desk's own web page, see what the visitor fills in and where the request lands, and why the page stays hidden: Help Desk holds no switch that publishes it.
Help Desk settings
The options each desk carries on its form, the Default Desk of the website, the stages, labels and reply snippets of the Configuration menu, and the two access rights of Help Desk.
Reference 1
Help Desk automations
What Help Desk does by itself: two scheduled jobs that watch deadlines and wrap up forgotten requests, three e-mail templates, and what happens when a request arrives, moves or is answered.
Explanation 1
How Help Desk works
What a request and a desk hold, how stages are shared, how owners are chosen, how clocks count working hours, who sees what, what customers do on the portal, and what Help Desk does not do.