Helpdesk

SITEFORUM Helpdesk is an e-mail response management system with optimized and partially automated customer support. Unlike direct e-mails that cannot be answered without someone present, all authorized users have access to incoming e-mails and can view, answer, organize or otherwise work with these e-mails. Ticketcode guarantees a continuous history. The customer communicates with the company exclusively through e-mail and requires no further applications. Support requests through e-mail are gathered centrally and confirmed, and can’t be “lost” anymore.
 
  1. Open Tickets
  2. Closed Tickets
  3. Ticket Search
  4. Viewing and Working with Tickets
  5. Creating New Tickets
  6. Finished Answers
  7. Mailbox Preferences
  8. Helpdesk Filters and Rules

 

 

Here’s how it works: SITEFORUM Helpdesk receives access to a support e-mail address like info@yourbusiness.com or support@yourbusiness.com. Every 10 minutes, Helpdesk contacts this e-mail address and loads incoming e-mails into the Helpdesk-system.

 

It is automatically determined whether the incoming e-mails involve new issues (in which case the sender receives a confirmation immediately from the system) or whether it is a request related to existing content. As soon as the ticket is in the system, all users with the designations “Helpdesk User” or “Helpdesk Manager” have access and can perform various actions according to their authorization.

 

In order to access the SITEFORUM Helpdesk, please click on the menu:

Portal Manager/Sales and Support/Helpdesk”.

After clicking on this tab you will see the following overview:



SITEFORUM Helpdesk

Open Tickets

Click on "Open tickets" in order to get an overview of newly arrived tickets.
The most current tickets will be listed first.
Tickets marked RED symbolize: new, please answer.

  • Code for example “764” a successive identification number

  • Color RED = “New Ticket, please answer”

  • Subject for example “Question regarding Campaign Manager”

  • Owner an agent to whom the ticket is assigned.

  • Created by E-mail address of the user or customer.

  • Age for example 3 hrs 44 min.

  • History You can view the history of the ticket here.

  • Delete? You can delete the ticket via the Delete icon


You can carry out a bulk operation with the "check-box, which allows you to delete or forward multiple tickets to an agent at the same time.

In order to forward tickets, do the following:
Mark the "check boxes” by the tickets to be forwarded and then choose the corresponding agent via the "selection box.”
Then click on the "Forward ticket to the selected agent” button. The agent receives a message via e-mail can respond as quickly as possible to the request.

In order to delete multiple tickets, do the following:
Mark the "check-boxes” next to the tickets you want to delete and then click the “Delete selected tickets” button.

Indication of Priority:

Tickets that are marked red have a high priority.
Tickets marked white have a normal or low priority.

In order to change the priority of a ticket, click on the “Open Tickets / Subject by which priority should be changed."
Here you can choose among the following priorities: “Low,” “Normal,” and “High.”
Please click on the corresponding button, for example “High,” in order to change the priority of a ticket.
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Closed Tickets

By clicking on “Closed Tickets,” you get an overview of closed tickets.
Recently “closed tickets” will be displayed first:

These tickets are no longer being processed, but instead are now in a situation like that of an archive. They can also be opened again.

  • Code for example “764” a serial identification number

  • Color Symbol green = “Closed & solved ticket”

  • Subject for example “Question regarding campaign manager”

  • Ticket Owner a “support agent” to whom the ticket was assigned.

  • Creator “e-mail address of the user and/or customer”

  • Age for example “1 hour 44 min”

  • History you can see the history trail here.

  • Delete? you can delete each ticket via the Delete icon


Tickets marked green symbolize requests that have been solved, closed and archived.
Tickets marked yellow symbolize: answered, waiting for reply.
The following possibilities could apply to closed tickets:

Tickets marked red have a high priority.
Tickets marked white have a normal or low priority.

In order to change the priority of a closed ticket, click on the “Closed Tickets / Subject of ticket by which the priority should be changed” menu.
You can choose here among the following priorities: “Low,” “Normal,” and “High.”
Then, please click on the corresponding button, for example “High,” in order to change the priority of a ticket.
You can carry out a bulk operation with the check boxes, which allow you to delete or forward multiple tickets at the same time to an agent.

In order to forward tickets, do the following:
Activate the "check-boxes” by the desired tickets by marking them and then choose in the selection box the corresponding agent.
Then click on the "Forward ticket to the selected agent” button. The selected agent receives a message via e-mail can respond as quickly as possible to the request.

In order to delete multiple tickets, do the following:
Mark the "check-boxes” next to the tickets you want to delete and then click the “Delete selected tickets” button.

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Searching for Tickets

The ticket search gives you the possibility to search for a particular ticket. You can enter key words that are in the subject, content or creator name of the ticket. When you click on ticket search you get the following overview:



SITEFORUM Helpdesk
  • Search enter "Campaign manager" for example

  • Ticket Code is for example “1026”

  • Ticket created by for example “E-mail address of the user”

  • Ticket Status is for example, “Only open tickets.” This option can be selected via the select box.

  • Ticket Owner is for example, “A certain customer support associate.” This option can be selected via the select box.

After that, click on the "Search" button.
If your ticket search was successful, you will receive the following list (for example "3 results") with:

  • Code for example “1026”

  • Subject for example “Question regarding campaign manager”

  • Age for example “1 hour 44 min”

  • History Icon shows the history of the ticket

  • Delete "Container” Icon you can delete the selected ticket here.

In order to get a detailed view of the desired ticket, click on the subject line.
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View and Process Tickets

If you want to get the details on a ticket or work on it, click on the subject of the ticket in the open tickets menu. A detail-view of the ticket will appear with a set of options at the top of the screen relating to this particular ticket.
Every ticket has a detailed Ticket-Head with the following information:

SITEFORUM Helpdesk

Ticket Head

  • Code for example “764” a serial identification number

  • Subject for example “Bug Forum Generator”

  • Creator “E-mail address of the user and/or customer”

  • To for example support@yourbusiness.com

    • Show all tickets of “E-mail address of the user and/or customer." You can view all the tickets of the selected user via this link.

  • Age of this message for example 3 hrs 44 min

  • Overall ticket age for example 3 hrs 44 min

  • Ticket owner for example your "Support employee." An agent in the system.

  • Priority for example “Normal”


With the tabs at the top you can view and modify the following items:

  • Details

    • Ticket-head (composer, subject,…)

    • Change priority You can choose between “low,” “medium” and high. Click on the corresponding button to change the priority.

    • Content Content of the Request

    • Attachments for example screenshots in the data formats *.jpg and *.gif

    • Subscription Here you have the possibility to add special (customer) information.

    • Tasks for this ticket Here you have the possibility to create tasks for employees.

    • Internal Comments Every Helpdesk-user can add suggestions and comments to the internal communication box.

 

Compose Answer

Here you can employ a pre-prepared answer to support requests.

    • Ticket-head (composer, subject,…)

    • Template Choose a “pre-made” template via the selection box.

      • After that, click on the “Apply template” button.

    • Solution Your pre-made answer appears here. You can modify this answer by changing the greeting or by adding text, for example.

    • Attachment
      Via the "Browse” button you can select files from your computer (for example a detailed screenshot), which you can attach to the ticket with the "Upload" button.
      Please click on the “Reply to sender” button in order to send your reply.

 
  • Close/Open Ticket

    • Ticket-head (composer, subject,…)

    • Text Commentary As a customer support employee you can enter text here, for example, something recently mentioned on the phone or via Internet.

    • Drop-Down Field Successful/Unsuccessful Enter here whether the ticket was successfully/unsuccessfully closed

Click on the “Close ticket” button to close the ticket.

 

 

  • History

    • Ticket-head (creator, subject,…) )


History List:

    • Code [Ticket Number]

    • Agent This is the name of the agent who composed an answer.

    • Subject for example “Question regarding Campaign Manager”

    • Sender for example SITEFORUM Support-Team

    • Received / Sent Date/Time of Support Request

If a request comes from a user of the Helpdesk system, the History overview could resemble the following:

3. Agent Answer
2. System Answer
1. Customer Request

The most current mail will be shown at the top.

  • Access rights

    • Ticket Head


User Groups Your user groups, for example “Customer ABC.” You can set and view access rights here, and apply them to specific user groups.
To save changes, click on the “Save changes” button.

  • Categorize Tickets

    • Ticket Head

Here you are able to assign the chosen ticket to a certain category.
The available categories as well as category values must be established in Category Manager. After you have set the categories, put a check mark next to the chosen category and click on the “Assign categories” button.
You will receive a “Success” message with a green background when the category was successfully assigned.

  • Delete
    To delete a ticket/request, click on the “Delete” tab.
    You will be asked again by a message highlighted red: "Do you really want to delete?" Delete the selected message from Ticket “1068"? (for example)
    Click on the "OK" Button to delete the ticket. If you do not want to delete the ticket, click on the "Cancel" button.
    You will receive a green-highlighted confirmation when a ticket has been successfully deleted.

    You will then receive another list of tickets with:

    • Ticket Head

    • Contents (Submessages)

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Create New Ticket

By clicking on “Create New Ticket" you are able to accelerate telephone support inquiries.
You can write a support request immediately, so a quick processing is guaranteed.

SITEFORUM Helpdesk

You will receive an overview with:

  • To for example support@yourbusiness.com

  • Customer E-mail Address Enter the e-mail address of the customer here.

  • Customer Name Name of the customer

  • Subject for example “Question regarding user import”

  • Customer Request Write the request here in detail

  • Attachment for example screenshots in the data formats *.jpg and *.gif

Via the "Browse” button you can select files from your computer (for example a detailed screenshot), which you can attach to the ticket with the "Upload" button. Via the "Create ticket” button, the ticket will be added to the Helpdesk-System.
By clicking on the “Reset Form” button, you can clear the input fields as well as the support request field.


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Solution templates

With the "Solution templates" you can prepare answers and solutions and then use them as templates for support requests.
Click on "Solution templates" and you will get a list of the solution templates you have created.



SITEFORUM Helpdesk
  • Template The template label

  • Edit Via the edit icon you can modify and edit your solution templates
    You will see the following overview

    • Template Name for example “User Import Solution”

    • Template Content The template solutions and content that you have composed. If you are satisfied with your changes, then please click on the "Apply Changes" button.
      You will receive a green-highlighted confirmation when your content has been assigned to the selected template.

  • Delete Click on the “Delete” icon in order to delete a template.
    After that a red-highlighted message will ask: Do you really want to delete your chosen template?

You only have to click on the “OK” button to delete the solution you created.

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Preferences

In order to make a new mailbox click on the "Create new mailbox" button. You will see the following overview

  • Name your name

  • POP3 Server the IP address of the mail server, for example "123.123.123.123"

  • POP3 Port for example “110”

  • POP3 User name your e-mail address, for example “support@yourbusiness.com" or your account name "pxyz12345"

  • POP3 Password your password

  • Sender name your name

  • eMail address your e-mail address, for example "support@yourbusiness.com"

  • SMTP Server the IP address of the mail server, for example "123.123.123.123"

  • SMTP Port for example “25”

  • SMTP User name your e-mail address, for example “support@yourbusiness.com" or your account name "pxyz12345"

  • SMTP Password your password

  • Signature (will be attached to all messages except for the confirmation message) enter the name of your business, address, e-mail address, etc.

  • Confirmation e-mail (will be sent as autoreply to the ticket creator)
    Here you can compose an answer that will automatically be sent to a user that has sent a request to the Helpdesk system.
    for example “Thank you for your e-mail to SITEFORUM Support. We have received your message.”

If you would like to activate your settings, put a check mark by “Active.” Then click on the “Save preferences” button.
You will receive an overview with the following items:

  • Name / Email for example “Your Business’ Support Team”

  • Server IP address of the mail server, for example “123.123.123.123"

  • Status for example “active”

  • Edit “Pencil" Icon you can modify your mailbox preferences here.

  • Delete “Container” Icon click here to delete the mailbox settings.



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Helpdesk Filter and Rules

As a portal master and/or helpdesk manager, you can establish Helpdesk rules and conditions for every “mailbox.” For every created mailbox you can set up filters that, for example, will forward e-mails to a certain agent or automatically assign e-mails a certain priority.

Creating a filter with rules and actions

Sign in to your portal. Click on the “Portal Manager” link and click on the “Sales and Support" and then "Helpdesk" tabs. Next, click on the "Preferences" link in the navigation window on the left. You will then get an overview of all created “mailboxes” that could resemble the following:

  • Name / Email “SITEFORUM Support Team” support@siteforum.com>.

  • Incoming mail POP3-Server "123.123.123.12".

  • Outgoing mail SMTP-Server “123.123.123.12”.

  • State “active”

  • Filter “Filter” icon.

  • Edit “Pencil” icon.

  • Delete “Container” icon.

Click on the “Filter” icon next to the desired mailbox. After that, go to the "Create new filter" link and you will get an input field for "Filter Name", for example "design support". Now you can create various rules for the filter.

Creating new filter rules

In the “Add new rule” section, you can create rules for the new filter:

  • If
    Choose part 1 of the condition via the selection box:

    • Of

    • To

    • CC

    • Subject

    • Text

  • Choose part 2 of the condition via the selection box:

    • is

    • is not

    • contains

    • does not contain

    • begins with

    • ends with

  • Input field for the value of the condition

  • Add new rule - button

Enter the value of the condition into the input field. Click on the “Add new rule” button to finish. Many rules can be creating this way. A rule could be “If” + “subject” + “contains” + “design”. A corresponding action, such as "Forward ticket to agent” could then be assigned to this rule.

Assigning Filter Actions

When you have created at least one rule, you can choose among the following Filter actions:

  • Forward ticket to agent for example to “employee@siteforum.com”

  • Change priority for example change priority to “high”

  • Delete E-mail allows you to delete e-mails directly. For example, “spam” e-mails can be sorted out here.

  • Save e-mail allows you to save e-mails directly under the given path. Use the placeholder provided to create an individual path (location) and file name.

When you have selected an action, for example "Forward ticket to agent," confirm your choice by clicking on the "Add action" button. The created action will be listed, for example, “Forward ticket to agent.” Choose the desired agent via the selection box: Confirm this by clicking on the “Save actions” button.

In order to activate the filter with your preferences immediately, mark the checkbox for incoming e-mails. If have finished setting your preferences, please click on the "Save filter" button.

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Edit Filter Rules

Select a rule and click the "pencil" icon next to it. The rule that you wish to modify will be highlighted in red. Make your changes and then confirm them by clicking on the “Save rule” button.

Delete filter rule

Select a rule and click the "container" icon next to it.

Edit actions

Select an action and click the "pencil" icon next to it. Make your changes and then confirm them by clicking on the “Save action” button.

Delete actions

Select an action and click the "container" icon next to it.
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Filter overview

Open the Portal Manager and click on the “Sales and Support / Helpdesk” tabs. After that, click on “Preferences” in the navigation window on the left. Here you will see all available mailboxes in a list. Choose a mailbox for which you want to view Filters. Then click on the “Filter” icon next to the folder.
An overview of filters could resemble the following:

  • Filter Name “design-support"

  • Active Only "active” filters can filter e-mails.

  • Change priority Click on the arrows to move the priority up or down

  • Edit Use the “Pencil” icon.

  • Delete Use the “Container” icon.


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Edit Filter

In the Filter Overview, click on the “Pencil” icon by the filter to be edited. Make your changes and then confirm them by clicking on the “Save filter” button.
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Delete filter

In the Filter Overview, select the filter to be deleted. Click on the container icon next to this filter and then confirm the delete.

 

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