PUU Helpdesk

1. Dashboard Information When you log in to the Dworkin Helpdesk, you can see all activity at a glance. With one look at the dashboard you get the follo...

1.1 Posting announcements If you need to notify customers of an update, you can add an announcement to the Dworkin helpdesk dashboard, it will be visibl...

1.2 Viewing assigned tasks. If any tasks have been assigned to you, you can view and update them from the dashboard. · Re-assign a ticket t...

1.3 Keyboard shortcuts for your Dworkin Helpdesk Dworkin helpdesk lets you perform repetitive tasks quickly by using keyboard shortcuts. These shortcuts...

2. Working with tickets You can think of a ticket as a case-sheet that contains the entire history of an issue- right from the minute it was reported...

2.1 Creating tickets When a customer faces an issue they need to report, they login to the end user portal and raise an incident (or a service request...

2.2 Filtering tickets on the tickets tab All tickets can be found on the tickets tab. But you can filter the list to narrow it down to a specific ...

2.3 Viewing and updating tickets You can access some of the options to update tickets right from the ticket list. Here are some quick updates...

2.4 Assigning tickets Once  a  ticket  is  created,  it  shows  up  in  the  tickets  tab  as  ‘Unassigned’.  It needs to be assigned to an agent ...

2.5 Adding tasks You can think of a task as a child ticket. Let’s say you receive a ticket that requires an agent from another team to fix some things b...