Tools for Agents
Helpdesk agents have access to a range of tools that help them efficiently manage customer support inquiries and provide high-quality service. To work with these tools, agents can select the Helpdesk link in the main navigation menu.
Feature | Description |
|---|---|
Preconfigured search queries provide quick access to new tickets, unresolved tickets, unresolved tickets for yourself as an agent, and more. | |
Comment templates let agents compose pre-written responses that can be easily inserted into a support ticket. | |
The ability to revise a public comment without generating a reply to the customer lets agents update text in hastily-posted comments or update the visibility before adding the comment. | |
Default signatures let agents automatically append contact info to public comments in helpdesk tickets. | |
This action rule helps keep your helpdesk projects free from irrelevant tickets and prevent malicious users from inundating your agents with spam. | |
Agents can add reporters and other users to tickets as CCs to keep all concerned parties up to date on the ticket status. | |
Agents can create tickets on behalf of other users when they want to log feedback received in a direct email or in a conversation. |
To learn more about each of these features, follow the links to the corresponding article.