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DeskPRO Time Saving Features
Part of the return-on-investment of a tool like DeskPRO is the incredible time savings provided by its features.
Taken individually, these differences are sometimes not noticable, but reducing the time taken to perform repetitive and common
tasks can double your technician's performance.
We've spent a great deal of time and effort researching the most effective ways to make the technician interface intuitive, customizable,
and most importantly, fast. The result is an efficient workflow that lets your technicians accomplish their work quickly, without stepping
in their way with cumbersome interface "quirks" that slow things down. This attention to detail sets us apart from many other products.
Mass Ticket Processing
From the search results page, a tech can rapidly perform various actions on the tickets at the same time and without loading a new page.
Anything from changing the assigned tech to entering a new reply can be done, allowing a tech to manage many tickets without breaking a sweat.
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Processing multiple tickets at a time.
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Editing a quick reply and using the quick reply in a message.
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Quick Replies
Now your techs never have to type more then they have to. Quick replies are stored messages that a tech can choose from a list and insert into
his replies. There are no page reloads and the process is very unintrusive. The tech just clicks a button, and the quick reply is inserted
into the textarea.
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Finding Tickets
For a tech to do his job, he needs to be able to find any ticket in the system easily. DeskPRO offers several different ways to track down
tickets:
- On the homepage of the tech interface, tickets are organized into three tabs: Your Tickets, Unassigned Tickets and Assigned Tickets.
Using these tabs, a tech can quickly find the tickets he is looking for. He can even change the way the information is grouped by clicking on the grouping
links. The tab will be updated immediately -- no page refreshes!
- Using the Find Tickets page, a tech can search for tickets using almost any identifiable information. From ticket statuses to
custom ticket fields, they are all valid search parameters. It can be a simple and broad search, or a complex and specific search.
- Using the Searches & Filters tab in the footer, a tech can quickly run any of his filters, or re-run
a search he has ran previously.
- Using the Ticket Search tab in the footer, a tech can choose several defining search parameters and submit a
query in seconds.
- Using the Ticket Select tab in the footer, a tech can build a search using the assigned-state, category, priority or workflow of a ticket.
- Using the quick search form on the homepage, or the form on the top left of every page, a tech
can take himself to a ticket by simply entering an ID or Reference.
- Whenever a tech views a ticket, it is added to the Recent Views select box in the header of every page so he can jump
back to it quickly.
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Finding tickets using the Ticket Search footer or the homepage grouped results.
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Creating a filter and how to run a filter.
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Filters: Saved Searches
Filters allow a technician to save search parameters for future use. Once the tech has created a filter, the search
can be run at the click of a button. Since a filter is simply a saved search, a tech can use any of the numerous search
options DeskPRO has to offer.
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Quickly View and Edit Ticket Information
When a tech views a ticket, all of the information about that ticket is available within a few clicks. Using our
refined tabbed interface, the tech can always find the information he needs in hardly any time at all.
Editing tickets is just as easy. A tech just needs to choose new ticket values and click the Update button.
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Viewing a ticket and changing the Workflow in just a few clicks.
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Replying to a ticket via email
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Manage Tickets via Email
Using DeskPRO's email gateway, a tech can manage his tickets right from the confort of his email inbox. Simply
by sending an email to the gateway, he can reply, take ownership or close a ticket.
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Ticket Jump After Searches
After a tech has submitted a search, he can view any ticket in the results and never have to worry about multiple windows
or tabs. Every search is saved, so when the tech is ready to move on to the next ticket returned by the search,
he can choose it from the Ticket Control tab in the footer.
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Using the ticket jump after a search
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