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 multiple business hours and holiday lists
• Configuring Surveys
  • Create and send customer surveys from Desk365
• Announcements
  • How to create and send announcements in Desk365?
• Change and Approval Workflows
  • A comprehensive guide to change/approval management in Desk365

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