tickets are always displayed on the top of the list before the
regular tickets. As urgent you can mark tickets which have higher
priority e.g. in the content they included information about failure
or order which has to be realized as soon as possible.
Delegations are ways for the
transfer tickets for other users in the system. If one of the users
answers ticket from the client, he can delegate it to his support
agent. Delegating tickets can be helpful e.g. during redirecting them
to the reveral departments. They help organise work with the tickets
because they let to specify who is...
In the free version of the system,
client gets response from the e-mail that is displayed in the
settings as the second. In the premium version it will be the address
which was added by the user and defined as main.
Tickets are all of the questions,
problems and various types of informations provided by your
customers. When your clients contact with you, it is registered and
stored in the system in the form of tickets.
can have one of the three status:new
- the newly created ticket, which is not opened yetopened
is being realized to solve a problem that was reportedclosed
– ticket has not being realized to solve a problem that was
reported; closed tickets can be resolved/rejected
Tickets in the Limdesk are added in several ways:- by e-mail: messages sent to the e-mail hooked to the system will be added to the system as a ticket; the message will be included in the ticket- by hotline: when someone calls a built-in hotline it will be recorded in the form of activity on the dashboard, at which will be displayed ,,Add a...
After adding the response for the ticket, client gets it on e-mail address, from which it has been sent.
To delegate the ticket please select Tickets tab:Then choose the ticket which you are interested. Select the type of response: public note or private note. Type the content of the message and click the ,,Delegate'' button:From the list select agents, to whom you want to delegate the ticket. Click the ,,Add'' button.Response to message would be...
Public note – it's a response to
the ticket given to the client, who added the ticket. Client receives
response in the form of e-mail message. Response is visible in the
system for all of your users.
Private note – it's a response
which is visible in the system only for you and your consultants.
Client doesn't get any message. They are used...
In the Limdesk will be added
another response to the ticket. If the ticket has already been
closed, it will be re-opened again with the addition of the response
from the client.
To add a ticket from the chat , please select:On the dashboard will be displayed chat notification.In the opened window fill the form:Confirm with:
are used for order taks to employees inside the company. They are
added as the tickets, but they're not connected with any client and
available only for agents.
add a task, please select Ticket tab:
click the ''Add'' button:
select the ,,Task'' tab:
the fields and confirm with the ,,Add''...
After recieving e-mail on the connected mailbox, it will be automatically added in the system in the form of
ticket (content of the message will be in the content of the ticket).
Rememeber that ticket will be correctly added if the message in your
mailbox is unread. If you read this message before directly in your
mailbox, it will be omitted...
Notifications of tickets are
displayed on the dashboard with the number of the ticket, client, who
added the ticket and the time which elapsed since it was added.
of tickets are also displayed in the Ticket tab, where is the number
of unread (new) tickets.