{"id":18721,"date":"2023-06-05T15:19:15","date_gmt":"2023-06-05T15:19:15","guid":{"rendered":"https:\/\/vigneshkarthik.website\/helpdesk\/?page_id=18721"},"modified":"2025-02-27T08:50:27","modified_gmt":"2025-02-27T08:50:27","slug":"agent-guide","status":"publish","type":"page","link":"https:\/\/help.desk365.io\/en\/collections\/agent-guide\/","title":{"rendered":"Agent Guide"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"18721\" class=\"elementor elementor-18721\" data-elementor-post-type=\"page\">\n\t\t\t\t<div class=\"elementor-element elementor-element-38c1f47 e-flex e-con-boxed e-con e-parent\" data-id=\"38c1f47\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-c23378f elementor-widget elementor-widget-html\" data-id=\"c23378f\" data-element_type=\"widget\" data-widget_type=\"html.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<nav aria-label=\"breadcrumbs\" class=\"rank-math-breadcrumb\"><p><span class=\"last\">All Collections<\/span><\/p><\/nav>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-46758c5 elementor-view-default elementor-widget elementor-widget-icon\" data-id=\"46758c5\" data-element_type=\"widget\" data-widget_type=\"icon.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-icon-wrapper\">\n\t\t\t<div class=\"elementor-icon\">\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"55\" height=\"55\" viewBox=\"0 0 55 55\" fill=\"none\"><g clip-path=\"url(#clip0_214_158)\"><path d=\"M27.5 55C42.6878 55 55 42.6878 55 27.5C55 12.3122 42.6878 0 27.5 0C12.3122 0 0 12.3122 0 27.5C0 42.6878 12.3122 55 27.5 55Z\" fill=\"#C9D1FF\"><\/path><path d=\"M14.2583 27.5534C13.1946 30.9901 15.6474 33.7088 17.4203 32.9451C17.4203 37.1455 22.0295 44.7826 28.0572 44.7826C34.0849 44.7826 42.2401 36.7636 41.8855 26.8354\" stroke=\"#1F274F\" stroke-width=\"2.15365\"><\/path><path d=\"M17.8477 21.4516V27.5536H14.2583C14.3779 24.5624 14.9762 18.1493 16.4119 16.4264C18.2067 14.2727 22.5139 10.6834 28.257 10.3244C34.0001 9.96552 37.5895 14.9907 40.1021 16.7854C42.1121 18.2211 42.1361 24.3231 41.8968 27.1947C41.6575 27.3143 40.6764 27.5536 38.6663 27.5536C36.6562 27.5536 37.1109 24.6821 37.5895 23.2463C34.0001 21.4516 28.257 19.6568 25.0265 16.7854C23.2318 19.2979 21.0782 20.7337 17.8477 21.4516Z\" stroke=\"#1F274F\" stroke-width=\"2.15365\"><\/path><path d=\"M31.282 38C31.282 38.5669 30.6419 39.2821 29.4999 39.2821C28.3579 39.2821 27.7178 38.5669 27.7178 38C27.7178 37.4331 28.3579 36.7179 29.4999 36.7179C30.6419 36.7179 31.282 37.4331 31.282 38Z\" fill=\"#1F274F\" stroke=\"#1F274F\" stroke-width=\"1.43576\"><\/path><path d=\"M31 37.9967C33.8571 37.9967 38.1429 38.2632 41 34\" stroke=\"#1F274F\" stroke-width=\"1.43576\"><\/path><path d=\"M23.5 30C24.8807 30 26 29.3284 26 28.5C26 27.6716 24.8807 27 23.5 27C22.1193 27 21 27.6716 21 28.5C21 29.3284 22.1193 30 23.5 30Z\" fill=\"#1F274F\"><\/path><path d=\"M32.2085 30C33.5892 30 34.7085 29.3284 34.7085 28.5C34.7085 27.6716 33.5892 27 32.2085 27C30.8278 27 29.7085 27.6716 29.7085 28.5C29.7085 29.3284 30.8278 30 32.2085 30Z\" fill=\"#1F274F\"><\/path><\/g><defs><clipPath id=\"clip0_214_158\"><rect width=\"55\" height=\"55\" fill=\"white\"><\/rect><\/clipPath><\/defs><\/svg>\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-81c0fdf elementor-widget elementor-widget-heading\" data-id=\"81c0fdf\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Agent Guide\n<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-1ac8aa3 e-flex e-con-boxed e-con e-parent\" data-id=\"1ac8aa3\" data-element_type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-aa2ec0d cdoc-c elementor-widget elementor-widget-Docly_single_doc\" data-id=\"aa2ec0d\" data-element_type=\"widget\" data-widget_type=\"Docly_single_doc.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t            <div class=\"container\">\r\n                <div class=\"row\">\r\n                                            <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Home Tab in Desk365<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/customize-the-home-tab-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Understanding the home tab dashboard                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/multiple-home-tab-dashboards\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Creating and managing multiple home tab dashboards                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/how-to-enable-dark-mode-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> How to enable dark mode in Desk365 helpdesk                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Configuring Surveys<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/create-and-send-customer-surveys-from-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Create and send customer surveys from Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Working with the Tickets List page<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/essential-functions-to-know-in-tickets-list-page\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Essential functions and actions                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/filter-your-tickets-in-the-agent-portal\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Filter your tickets with Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/ticket-update-icons\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Understanding ticket update icons in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/create-custom-ticket-views\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Create custom views for tickets                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/merge-duplicate-tickets\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Merge duplicate tickets                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/export-tickets\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Export tickets from Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/import-tickets\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Import tickets to Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/searching-helpdesk-tickets\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Searching helpdesk tickets in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/archiving-tickets-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Archiving tickets in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/updated-by-and-closed-by-columns\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> How to add updated by and closed by columns in the ticket view                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/scheduled-ticket-exports\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Configuring scheduled ticket exports in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                                <div class=\"col-lg-4 col-sm-6\">\r\n                            <div class=\"categories_guide_item wow fadeInUp\">\r\n                                                                <div class=\"doc_tag_title\">\r\n                                    <h4>Working with the Ticket Details page<\/h4>\r\n                                <\/div>\r\n                                <ul class=\"list-unstyled tag_list\">\r\n                                                                            <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/essential-functions-and-actions-on-the-ticket-details-page\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Essential functions and actions                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/mastering-the-reply-window\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Mastering the reply window                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/adding-agent-signature\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Adding signatures in your helpdesk: Brand signature vs agent signature                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/getting-to-know-about-desk365-powerful-text-editor\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Getting to know about Desk365\u2019s powerful text editor                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/rtl-language-support-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Right-To-Left (RTL) language support in Desk365 helpdesk                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/track-time-spent-on-tickets\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Track time spent on tickets in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/keep-track-of-ticket-tasks\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Maintain a record of ticket related tasks                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/configure-ticket-properties\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Configure ticket properties                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/change-due-date-of-tickets-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Change due date of tickets in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/understanding-the-watcher-feature-in-desk365\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Understanding the watcher feature in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/real-time-updates-and-collision-detection\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> Real-time updates and collision detection in ticketing                                            <\/a>\r\n                                        <\/li>\r\n                                                                                <li>\r\n                                            <a href=\"https:\/\/help.desk365.io\/en\/articles\/change-approval-management\/\">\r\n                                                <i class=\"icon_document_alt\"><\/i> A comprehensive guide to change\/approval management in Desk365                                            <\/a>\r\n                                        <\/li>\r\n                                                                        <\/ul>\r\n                                                            <\/div>\r\n                        <\/div>\r\n                                        <\/div>\r\n                <div class=\"text-center\">\r\n                    <a href=\"https:\/\/help.desk365.io\/en\/collections\/agent-guide\/\" class=\"doc_border_btn all_doc_btn wow fadeinUp\">\r\n                        <i class=\"arrow_right\"><\/i>\r\n                    <\/a>\r\n                <\/div>\r\n            <\/div>\r\n            \t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Agent Guide Working with the Tickets List page Update Ticket Fields Instantly Sort Tickets Searching Tickets in Desk365 Select Column Choices Create Custom Ticket Views Merge Duplicate Tickets Export Tickets Change the order of ticket field filters Working with the Ticket Details page Replying to a ticket Send Canned Responses in Ticket Replies Send Images [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_bbp_topic_count":0,"_bbp_reply_count":0,"_bbp_total_topic_count":0,"_bbp_total_reply_count":0,"_bbp_voice_count":0,"_bbp_anonymous_reply_count":0,"_bbp_topic_count_hidden":0,"_bbp_reply_count_hidden":0,"_bbp_forum_subforum_count":0,"footnotes":""},"class_list":["post-18721","page","type-page","status-publish","hentry","no-post-thumbnail"],"_links":{"self":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/pages\/18721","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/comments?post=18721"}],"version-history":[{"count":20,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/pages\/18721\/revisions"}],"predecessor-version":[{"id":30832,"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/pages\/18721\/revisions\/30832"}],"wp:attachment":[{"href":"https:\/\/help.desk365.io\/en\/wp-json\/wp\/v2\/media?parent=18721"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}