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Here staff can answer and manage support tickets. General features New - submit a new support ticket as if the customer submitted it. Complete required fields with customer information. ...
First staff members are users in Super Users group, they being automatically added as staff of your Help Desk system. Their default status is Help Desk Super Admin and only users in Super Users ...
Organize your tickets grouping them into categories customer will have to choose from when will submit a ticket. In backend section of Categories you can view category direct link. Create a m ...
Predefined responses are messages staff can use when reply to customers. Predefined Responses drop-down list, displayed on View Ticket page - New Reply box, it will be populated with the titl ...
Knowledgebase provides information, articles or answers to frequently asked questions. Organize knowledgebase creating categories where each category may contain both articles and/or other categ ...
Set a predefined or custom period filter to view stats in a certain period of time. Use Group by filter to select report type: Days, Months, Staff or Categories. Documentation and support ...
#va input, #va select, #va radio, #va checkbox { padding: 0; margin: 0; height: 22px; } Fields are custom forms you can create and insert into submit ticket page. Field ...
Each staff member can set here his own preferences such as: - signature ( staff will have the option to attach it to his reply when will answer to the ticket ) - new Unassigned ticket emai ...
Attachments section allows you to view, download or delete all the files attached to the tickets or knowledgebase articles. Check info as filename, size or the support ticket / knowledgebase art ...
Share with your customers latest news or other info creating announcements articles. Features Set start and finish publishing date - Details panel. Option to email the announcement to ...