Difference between revisions of "Service Desk"
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* [[Service Desk/Queue Configuration|Configure Service Desk Queues, Categories and Subcategories]] | * [[Service Desk/Queue Configuration|Configure Service Desk Queues, Categories and Subcategories]] | ||
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Revision as of 16:05, 7 March 2017
The Service Desk module (sometimes referred to as the ticketing module) gives users the ability to:
- offer customers the ability to log faults or issues to a set of pre-defined ticket queues
- Easily view, access and action tickets for a customer
- assign and reassign tickets to other staff users.
- link to services to assist in isolating what a ticket might be about
- Escalate to your supplier (parent) if your wholesaler is also using Emersion
- Leverage the ticket 'status' to manage escalations.
The following video will run you through the basic use of the service desk operation.
The media player is loading...
Some advanced features exist for the service desk product such as;
- Routing of creation and updating of tickets using an inbound email address and email box
- Identifying tickets which have not yet been associated with a customer.
For a training session or an enquiry on these advanced functions, please contact sales.
