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ActivDesk Manual - Chapter 4
  ActivDesk Manual

Index

1. Installation
2. The basics in 20 minutes
3. Administrator Functions
4. Support Tickets
5. The User Manager
6. Template Manager (Customization)
7. The Knowledge Base
8. The End User Interface

4.1 How to add/edit/delete a Support Ticket Category
        4.1.1 Adding a New Category
        4.1.2 Editing or Changing a Category
        4.1.3 Deleting a Category
4.2 Setting up Autoresponders for Categories
4.3 Other Emails
4.4 What are 'Visible' and 'Not Visible' Categories
4.5 The Open que
4.6 The Replied que
4.7 How to add related directories/categories
4.8 How to edit replies
4.9 How to copy a support ticket to the Knowledge Base
4.10 Deleting a support ticket
4.11 Message Tags
4.12 How to Search Support Tickets
4.13 How to find a ticket by 'Ticket Number'

 

4.1 How to add/edit/delete a Support Ticket Category

Support Ticket Categories make it easier for you to manage user support requests. This means that customers requesting support can submit a support request to a category that best suites their needs. In a large company with a wide range of products categories can also serve as a means where individuals can be assigned to specific tasks which in turn will  increase productivity.

4.1.1 Adding a New Category

Click on the 'Admin Functions' tab. Then click on 'Category Manager'. A popup window will open. After that click on 'Add a New Category'.

Note that only staff members with super user status may add/edit/delete categories. See Administrator Functions & Configuration (Super User) for more on on this.

In the text box marked 'Category Name' you can enter the desired name for the support category. There is also a dropdown menu where you can select if the category should be visible to users requesting support or not. This can be useful to move tickets to a category that do not fit into any of the existing categories. When a category is set to be invisible then the category will not be visible in end user control panels where end-users (customers posting support tickets) post new support tickets.

4.1.2 Editing or Changing a Category

Home >> Admin Functions >> Category Manager

Inside the Category Manager next to the categories you have created you will see a link named 'Edit'. When you click on this link it will take you to the 'Edit' category screen where you can edit the category name and certain aspects of the category.

 

4.1.3 Deleting a Category

To delete a Category go to Control Panel >> Admin Functions >> Category Manager - Then click on the link named 'Delete' next to the category that you would like to delete. The prompt will ask you if you are sure about your choice. Select 'Yes' if you are sure. Otherwise select 'No' and you will be returned to the 'Manage Categories' screen. Note that all support tickets in this category will be deleted when the category is deleted.

 

4.2 Setting up Autoresponders for Categories

You can set ActivDesk to automatically send a 'reply email' once a ticket has been 'opened' or 'replied to' by a customer in specific categories. To activate/deactivate this feature for specific categories go to the Control Panel >> Admin Functions >> Category Manager

Next to the categories you will see a link saying either Autoresponder - Enabled or Autoresponder - Disabled - To enable or disable the Autoresponder feature for a category click on the Autoresponder - Enabled or Autoresponder - Disabled link. You will be given one of two choices, either Yes or No. (Enable or disable autoresponder) If you select 'Yes' the 'Autoresponder' will be activated. If you select 'No' the 'Email Autoresponder' will be disabled.

If you selected 'Yes' to enable the Autoresponder then you will be able to customize the email that is sent to a customer when he/she posts a new ticket or reply to a ticket in the category.

 

4.3 Other Emails

Built into ActivDesk is a range of customizable emails to personalize email responses in various situations.

Control Panel >> Admin Functions >> Custom Emails

To customize email responses available, go to the ActivDesk Control Panel and click on 'Admin Functions'. You will then see a link named '3. Custom Emails'. Now click this link and a popup window will appear where you can customize emails being sent out by ActivDesk.

4.3.1 Customize Support Reply Email

This email informs the customer that a reply has been posted to his/her support message by the support staff.

Here you can customize the email according to your needs. This email also uses variables, below are a list of the variables used in this email.

!!ticket!!

The ticket number of the support request.

!!name!!

The name of the user requesting support.

!!reply!!

This is the URL where users can read replies from the support staff

!!login!!

This is the URL where users can login to receive support.

!!username!!

The Control Panel user name of the user requesting support.

!!password!!

The Control Panel password of the user requesting support.

4.3.2 Customize Registration Email

This email acts like an autoresponder when customers register for support.

Here you can customize the email according to your needs. This email also uses variables, below are a list of the variables used in this email.

!!name!!

The name of the user requesting support.

!!login!!

This is the URL where users can login to receive support.

!!username!!

The Control Panel user name of the user requesting support.

!!password!!

The Control Panel password of the user requesting support.

4.3.3 Customize Registration Email with Quick Post Form

This email acts like an autoresponder when a customer register's an account and posts a message in the same instance. There are 2 ways to register an account. The first way to register an account is to plainly register an account by redirecting the user to registering and after registering posting a ticket. The second way to register an account is to fill in the registration information and post a new ticket in the same instance. This email will be sent when the customer uses this method to register an account.
Also see: The link where customers can create support accounts automatically with support request (Optional)

Here you can customize the email according to your company's needs. Below are a list of variables used in this email.

!!name!!

The name of the user requesting support.

!!login!!

This is the URL where users can login to receive support.

!!username!!

The Control Panel user name of the user requesting support.

!!password!!

The Control Panel password of the user requesting support.

!!subject!!     

Subject of the message posted

!!ticket!!

The ticket number for the message posted.

4.3.4 Lost Password

This email is sent to a customer in the event where he/she lost/forgot his/her password. The email informs the customer what his/her user name and password is.

Here you can customize the email according to your company's needs. Below are a list of variables used in this email.

!!name!!

The name of the user requesting support.

!!login!!

This is the URL where users can login to receive support.

!!username!!

The Control Panel user name of the user requesting support.

!!password!!

The Control Panel password of the user requesting support.

 

4.4 What are 'Visible' and 'Not Visible' Categories

Visible Categories are ones that are available to customers so that they may post support tickets in these categories. A 'Not Visible' Category is exactly what the name says. It's hidden from customer control panels so that they can't see this category and post tickets to this category. This has many uses but the most common use is for administrative purposes. You can move tickets here that have no relevant category while answering the ticket.

You can change an existing category from 'Visible' to 'Not Visible' by going to the  
Control Panel >> Admin Functions >> Category Manager >> Edit any Category or add a Category with the 'Invisible' option.

 

4.5 The Open Ticket Que

The Open Ticket Que is where new or unanswered tickets are placed. This can be regarded as tickets that needs a response from you or your support staff. This makes it easy to keep track of the tickets that has not received a reply yet. The longer a Ticket is Open the Higher it will Display in the Open Ticket que. To answer a ticket in the Open Ticket Que click on the 'Tickets' Tab. On the right hand side you will see three columns. The first one is the Open Ticket Que. Next to the Open Tickets link you will see how many tickets are currently open in that Category. When you click on the 'Open tickets' link it will take you to a page where all the open tickets are listed.

Click on the subject and you can see what the customer wrote. Then by assessing the problem you can supply the customer with a solution. You can also close the ticket, mark it as replied, move the ticket or copy its contents to the 'Knowledge Base' depending on the situation.

 

4.6 The Replied Ticket Que

The Replied que shows messages that have been replied to but are still open. A reply have been sent to the customer and no action is required on the side of the support staff. Tickets in the reply que indicates that you or your support staff have already posted a response to a support query/request. To view 'Replied' Tickets click on the 'Support Tickets' tab. Next to the Categories is a link named 'Replied'. Click on this link. This will take you to the page where the 'Replied tickets' for that category are listed. By clicking on the subject you will open the ticket and be able to view it, set it as an 'open ticket', close the ticket, move it to another category or copy its contents to the knowledge base.

 

4.7 The Closed Ticket Que

To view 'Closed' Tickets click on the 'Support Tickets' tab. Next to each Support Category you will see a link 'Closed'. Click on this link and it will take you to a page where the closed tickets are listed. From here you can follow up on closed tickets as well as re-open them.

 

4.8 How to edit replies

Any replies to tickets can be edited while viewing the support ticket. Note that support staff may or may not edit replies depending on how ActivDesk is configured. To enable or disable the editing of replies by support staff, go to the Control Panel >> Admin Functions >> Settings >> Support Ticket Settings

Note that a support staff member with 'Super User' access can always edit replies regardless of the setting as explained above.

 

4.9 How to copy a support ticket to the Knowledge Base

Go to the ticket you want to add to the Knowledge Base. (Control Panel >> Tickets >> Choose a category >> Go to the ticket) Once you have the ticket in front of you click on the 'Copy to Knowledge Base' button at the bottom of the page.

 

4.10 Deleting a support ticket

Go to the ticket you want to Delete. Once you have the ticket in front of you click on the 'Delete' button at the bottom of the page. This will then permanently delete the ticket from the system.

 

4.11 Message Tags

Message Tags are used to personalize responses and replies. For instance, let's say that the customer believes that some part of the message has more relevance. In this instance he/she can change the text color to red or bold, etc. Support staff members can also use these 'Message Tags'.

Color

Color Name

Color tags to use

Black

[black] Black Text [/black]

Silver

[silver] Silver Text [/silver]

Red

[red] Red Text [/red]

Light Purple

[purple] Purple [/purple]

Blue

[blue] Blue [/blue]

Aqua

[aqua] Aque [/aqua]

Lime

[lime] Lime [/lime]

Yellow

[yellow] Yellow [/yellow]

White

[white] White [/white]

Gray

[gray] Gray [/gray]

Maroon

[maroon] Maroon [/maroon]

Purple

[purple] Purple [/purple]

Navy

[navy] Navy [/navy]

Teal

[teal] Teal [/teal]

Green

[green] Green [/green]

Olive

[olive] Olive [/olive]

An Example of how to use it in a Message would be as follows:

Example 1: The word [red] RED [/red] is written in red. RED

Example 2: The word [blue] BLUE [/blue] is written in blue. BLUE

Below is how we would implement these tags with Hyperlinks, Images and Others

Use the [image] tag to use an image.
For example: [image]http://www.yourdomain.com/image.gif[/image]

Use the [url] tag to hyperlink something.
For example: [url]http://www.somewhere.com[/url]

Use the [url=http://something.com] tag to hyperlink text.
For example: [url=http://somewhere.com]Somewhere[/url]

Use the [b] tag to mark text as bold.
For example: [b]Some Text[/b]

 

4.12 How to Search Support Tickets

To Search through the Support Tickets using Keywords click on the 'Tickets' tab. In the top right corner of the screen next to the option to search for ticket numbers is a 'Search Tickets' link. Click on that and a new window will appear with search options.

Here you have the option to search for keywords as well as choosing the 'Support Categories' to search. You have three options to search with. The first is using ActivDesk's built in relevance formula. The second option is to search using whole phrases. The third option allows a keyword search where all keywords need to be present in the ticket before it will be displayed as a match.

 

4.13 How to find a ticket by 'Ticket Number'

Go to the Control Panel >> Tickets - Supply the ticket number in the 'Ticket Number' box. (Top right of screen)

 

 

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