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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