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Connecting your helpdesk to your twitter accounts
It's no secret that customer expectations are growing every day. As such, many companies has no alternative but to expand their support channels from conventional email and web portal to social media platforms such as Twitter and Facebook so that the…
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Linking multiple tickets together to create a parent / child relationship
Sometimes you may find that customers often create multiple support ticket requests that are somewhat related. For example; at 9:00 am Monday morning, Sara requested help to update adobe acrobat reader on her computer. Everything went well so you've …
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Merging multiple tickets into a single ticket
Lets say there is a major server failure in your company and users are unable to access the resources that they need. If the problem is not resolved on time, this could lead to multiple customers reporting the same problem over and over again causing…
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Using canned responses when replying to tickets
With Trakdesk canned response feature, you can easily add solutions for each commonly asked question and store them as canned responses which will be readily available to you and other agents to be reuse at any time with a single click. Ins…
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Executing macros on tickets
Login to your helpdesk as an agent. Open the ticket that you would like to execute the macro on.At the Top Right of the page, click on the drop down menu and select Macros. Once the macros popup modal has opened, locate the macro that you would …
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Performing bulk actions on multiple tickets
Having to update 20 tickets individually is no fun, and not forgetting time consuming. With Trakdesk bulk ticket actions in place, you can amazingly update multiple tickets with just a single click. Some of Trakdesk's bulk ticket actions inclu…
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Customizing your ticket views with preset filters
With Trakdesk ticket filters, you can quickly sort your tickets with preset filters. Example; you can setup a filter to display all high priority only, or tickets that are currently assigned to you. Setting up ticket filters lets you get thing…
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