Difference between revisions of "Service Desk"

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The Service Desk module (sometimes referred to as the ticketing module) gives users the ability to:
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=This Content Has Moved House=
  
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* offer customers the ability to log faults or issues to a set of pre-defined ticket queues
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This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base.
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* Easily view, access and action tickets for a customer
 
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* assign and reassign tickets to other staff users.
 
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* link to services to assist in isolating what a ticket might be about
 
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* Escalate to your supplier (parent) if your wholesaler is also using Emersion
 
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* Leverage the ticket 'status' to manage escalations.
 
  
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The following video will run you through the basic use of the service desk operation.  
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We are sorry for the untidiness while we are shifting locations and we appreciate your patience during the transition to our new home.
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[https://resources.emersion.com/display/EKB/Service+Desk EKB/Service+Desk Take me to the Emersion Knowledge Base article]
  
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<mediaplayer MWPlayerConfig="MyCustomConfig" height="400" width="600">http://wiki.emersion.com.au/wiki/media/service_desk_basic_training.mp4</mediaplayer>
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Some advanced features exist for the service desk product such as;
 
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* Routing of creation and updating of tickets using an inbound email address and email box
 
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* Identifying tickets which have not yet been associated with a customer.
 
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For a training session or an enquiry on these advanced functions, please contact sales.
 
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= See Also =
 
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* [[Service Desk/Queue Configuration|Configure Service Desk Queues, Categories and Subcategories]]
 
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* [[Service Desk/Mailbox Configuration|Configure Service Desk Mailboxes]]
 

Latest revision as of 12:39, 22 April 2020

This Content Has Moved House

This article has been moved to our new home for documentation and help content, the new Emersion Knowledge Base.

We are sorry for the untidiness while we are shifting locations and we appreciate your patience during the transition to our new home.

EKB/Service+Desk Take me to the Emersion Knowledge Base article

New home sm.jpg

Retrieved from "https://mediawiki.emersion.com.au/wiki/index.php?title=Service_Desk&oldid=6499"