You can add additional information to tickets using tech notes. A ticket can have multiple notes and can be added by any technician. Tech notes can contain basic HTML tag or Bulletin Board Code (BBCode) tag formatting.
Techs can also add billing rates to tech notes. To enable, click Setup > Parts & Billing > Options and select the Parts & Billing Enabled check box. When enabled, Web Help Desk will track parts, inventory, and billing on tickets.
Add an FAQ to a tech note
When an FAQ describes the resolution to an issue or provides information associated with a ticket, you can link the FAQ to the ticket.
- Open the ticket details page.
- In the Notes section, click the creation date to open a new note, or click New to add a new note.
- Click the Link FAQ button.
- In the FAQ Search dialog box, search for the FAQ.
Click the Link FAQ button on the right side of the FAQ's row.
A link to the FAQ is added to the note.
- Click Save to save the note.
Create a new tech permission
Administrators can re-assign technicians, change ticket status, and delete tickets. Technicians have various levels of access depending on their tech permission set.
- In the toolbar, click Setup and select Techs > Tech Permissions.
- In the Tech Permissions screen, click New.
- In the Permissions screen, enter a name in the Permission Name field for the new permission.
- Select the permissions for your targeted user.
Click the help icon or click the tooltips for more information about each option.
- Click Save.
Your permissions are saved.
Send email to ticket recipients
When you save a ticket, you can email the ticket to a client, assigned technician, level techs, group manager, or other addresses in the ticket Recipients tab using the cc: and bcc: fields. Select the recipient check boxes and add cc: or bcc: addresses, and then click Save & Email.
Clicking Save does not generate an email unless the ticket is re-assigned. In this case, the newly-assigned tech receives an email. Click the lock to toggle the ticket privacy setting. When tickets are private, users without permission cannot see the tickets.
A task is a series of one or more separate steps called Elements, and can be scheduled to repeat at daily, weekly, or monthly intervals. Tasks run automatically on their scheduled date or they can be triggered manually using the green Play triangle next to the task name.
To create a new task, see Create tasks.