Tips to Success with Vision Helpdesk
How do you manage your help desk activities ? like reading tickets / replying tickets etc ? What would you do if you daily receive 100 plus tickets — How do you categorize which ticket is important and should be answered first ? bla bla bla..
Everyone has their own ways for managing their help desk activities, but utilizing features of a helpdesk software is key factor to success with your day to day ticket management. No matter if you get few tickets a day, there are probably some simple things you can do to make it easier to get through your tickets.
“Time is Money“, and we would love to save your money by adding list of tips that you can use with Vision Helpdesk to success with your ticket management.
We invite users to share their tips of managing help desk.
Start with the below listed tips to save your time, increase your productivity, and manage your Vision Helpdesk efficiently.
We categorized Tips in two parts –
- Tips for Staff
- Tips for Admin
Tips for Staff
Using Wide Screen Option - Vision Helpdesk 2.0 gives you flexibility to increase work area and obtain better visibility while working on tickets. You can close left and right panels that gives you larger working space.
More details available here –
http://www.thevisionworld.com/wide-screen-large-work-space.html
Single click operations -
Frequently used functions are available at single click with Vision Helpdesk, It includes tool bar which can be customized to include functions that you want at single click.
For more details click here –
http://www.thevisionworld.com/customized-tool-bar.html
Go To After Reply — This feature is to speed up ticket replying operations.. This option allows you to select which page to load after replying ticket. It allows you to choose 3 options -
- Stay on same ticket.
- Move to ticket list.
- Move to next ticket.
If you choose 3rd option it will save your two clicks — that is moving to ticket list and then selecting ticket to reply next.
Using To Do Section – This section gives you today’s summary of helpdesk, this is useful as you don’t have to waste time browsing complete helpdesk to get overview of whats happening today. You can jump to new / overdue or assigned tickets with single click.
Use Scrap Book Plugin — Scrap Book is faster communication over PM — If you want to update other staff members with some important news or update — example you are rebooting a server and you want all other staff members to know — than you can simply post scrap and that will be available for other staff members. This saves time sending PM to all staff or even sending IM to each staff. Also this keeps centeralized communication for all staff members.
Organize your tickets with labels / flags / filters – Make a habit to organize tickets by using labels / flags and filters as this options will fetch ticket list of common interest — example you want important tickets to be listed in one folder — label can act as a folder, create a label “imp” and mark it to tickets that you feel important — that’s it you can simply click particular label and fetch list of related tickets.
Similarly flags can be used to mark certain tickets - example mark red flag to reboot tickets, green to least important tickets etc..
Search tickets instead of sorting — Instead of sorting by date or sender, you can enter keywords in the Vision Helpdesk quick search box to find the exact message you’re looking for. Quick search offers you various fields like you can search ticket id directly, You can search tickets with last repliers email address, search tickets with billing notes etc etc.
Use Calender Tasks as a handy to-do list — You can add tasks and get reminders on quick view everytime you login to vision helpdesk. example a client wants to reboot his server on some date ahead you can simply add task and forget it..
This helps you to organize your today and tomorrow.. now no need to remember tasks , vision helpdesk does that for you.
Set up Predefined replies / Knowledgebase / Downloads and Troubleshoot instead of typing the same reply over and over again — While solving tickets you will come across tickets that requires same answer. With predefined replies you can add replies and use them anytime later. Similarly you can have common questions placed in Knowledgebase which can be referenced anytime later.
Also adding files to downloads section and using it n number of times later saves your time to attach files everytime you want to send some zip or file to clients.
Another useful tool is troubleshoot — It allows you to add step wise troubleshooting steps which can be used by clients as self help tool.
This feature not only saves staff time but also saves customers time to post tickets for simple questions.
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