Feature Friday: All About… Help Topics!

Do you want things to happen automatically in your help desk? Then let us introduce you to your new best friend; Help Topics.

Help Topics will apply new ticket options to tickets and streamline ensuring proper assignment and prompt responses. You can create as many Help Topics as you would like and can even nestle them within each other for further breakdown (For example, you may have a Human Resources and Human Resources/Payroll.)

Help Topics will determine which Department the ticket is routed to which also determines the Agents who will have access to the ticket. Additionally, Help Topics set other configurations of the ticket such as the ticket’s Service Level Agreement,  the priority- Emergency to Low and more.

Gather all needed information ahead of time from your client during ticket creation by associating custom forms full of fields specific to a Help Topic. When a user selects a Help Topic from the client portal during ticket creation, they will have a unique set of fields in front of them ready to be completed. After ticket creation, all fields with data will be added to the ticket’s header for easy access. This information is also easily exportable for reporting from your ticket queue.

There are two places where the Help Topic must be selected on New Tickets; the Client Portal as well as internal ticket creation by Agents. Please note, when clients select the Help Topic, they will not be aware of the auto-configurations in place as its all completed behind the scenes.

Tickets created via email can also have a Help Topic automatically associated. This is configured in the Admin Panel, Emails Tab by selecting an Email and setting its Default Help Topic. After this is set, emails that are routed to this address will have a Help Topic automatically associated which will trigger all New Ticket Option actions.

We highly encourage you to utilize Help Topics today to experience your most efficient work flow yet.

For full documentation on Help Topics, please see our documentation linked here.

 

As always, please reach out if you have any questions, would like assistance, or just want to chat!

Phone: 1+ (318)-290-3674

Email: help@supportsystem.com