PUU Helpdesk

2.6 Attaching CIs Most issues that customers raise tickets for pertain to a specific device.  If you can add information about the device within the tic...

2.7 Adding private notes It’s good practice to add details about the troubleshooting you performed in the ticket. You can maintain logs of the progress ...

2.8 Adding non-invasive updates using public notes. Some customers like to be on top of every stage that their ticket passes through. But sending out em...

2.9 Replying to tickets When a ticket gets assigned to you, one of the first things you would want to do is send a response. Dworkin Helpdesk lets...

2.9.2 Using canned responses for replying Canned responses can be used to quickly insert reply templates into your messages. They can be added by the se...

2.10 Forwarding tickets Sometimes you might need to involve a third party vendor or someone outside your team on a ticket. Dworkin Helpdesk lets you for...

2.11 Following tickets and adding watchers There may be occaisions when you want to follow the progress on a ticket, even if it’s assigned to another ag...

2.12 Merging tickets Let’s say an issue gets reported multiple times, by members of the same team. Or a requester raises a new ticket instead of followi...

2.13 Execute scenario automations Scenario Automations let you carry out a bunch of pre-set updates to a ticket with a single click. It is especia...

2.14 Adding time entries to track the time spent on tickets Dworkin helpdesk lets you add time entries to track the time spent on tickets by each agent ...