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Last Modified: 10.10.2012
Reference book contain information related to client requests to the helpdesk. This information is for reference only and does not affect ticket processing.
Before starting to use the Helpdesk module, it is a good idea to configure the required dictionaries. This allows to:
- automatically assign responsible persons to tickets depending on the ticket parameters and content;
- group incoming tickets;
- track problem complexity and solution efficiency.
Ticket category is an area to which a ticket refers (for example: Bugs, Order payment). Categories are configured here: Services -> Helpdesk -> Reference book -> Categories.
When creating a ticket, a user can select an appropriate category (from the list) to which the described problem refers:
The list of categories that are available to a user is defined by SLA.
Ticket criticality determines the ticket significance (i.e. how urgent is the problem described by the user). For example: Low, Middle, High.
Reference book preferences are configured here: Services -> Helpdesk -> Reference book -> Criticality.
The criticality level is assigned by a user when creating a ticket. This information is for reference only.
The list of criticality levels that are available to users is defined by SLA. Having elaborated on a problem, a support specialist can change the ticket criticality level.
Statuses show the stage of ticket processing, for example: Request accepted, Problem solving in progress, Successfully solved etc.
The list of statuses is created at Services -> Helpdesk -> Reference book -> Statuses.
The ticket status can be assigned to it by the support specialist.
The Answer rates dictionary contains marks that a techsupport client can assign for a given response.
The list of available marks to users is defined by SLA.
You can configure marks at Services -> Helpdesk -> Reference book -> Answer rates.
Marks are used to control the quality of technical support.
The Difficulty dictionary contains description of ticket difficulty levels that can be used, for example, to control the response time.
The dictionary is configured here: Services -> Helpdesk -> Reference book -> Difficulty.
The ticket difficulty is estimated by the support specialist:
Frequently used answers
Replies that are used more frequently can be saved in the Frequently used answers dictionary: Services -> Helpdesk -> Reference book -> Frequently used answers.
Later, typical answers can be used when replying:
This allows to reduce the time spent to process frequent questions.