Admin Configuration

• Configuring ticket fields and forms
  • Understanding ticket statuses in Desk365
  • Customizing ticket statuses in your Desk365 helpdesk
  • Adding custom ticket types in Desk365
  • Customizing the Create Ticket form in Desk365
  • Creating custom ticket forms in Desk365
  • Using Dropdown with Sections field in your ticket form
  • Using Nested Dropdowns in your ticket form
  • Using Read Only Text field in Desk365
• Configuring Canned Responses
  • Setting up Canned Responses in Desk365
  • Understanding placeholders in Desk365
• Configuring Ticket Closures
  • Configuring Closure Rules in Desk365
  • Allowing contacts to close tickets
• Setting up SLAs
  • Configure SLAs and apply them to tickets
  • How to Pause the SLA Timer?
• Configuring surveys
  • Create and send customer surveys from Desk365
• Announcements
  • How to create and send announcements in Desk365?

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