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--- helpdesk-user-tips [2017/04/03 08:44]
serbizadmin created
+++ helpdesk-user-tips [2020/06/13 15:10] (current)
@@ Line 1: / Line 1: @@
 ====== SerbizHub Helpdesk User Tips ======
-===== SMS =====
+====== Tips for the Staff ======
-Messages sent through SMS are indicated as relayed messages from a sending number through a SerbizHub email.
+====== SMS ======
+  * Messages sent through SMS are indicated as relayed messages from a sending number through a SerbizHub email.
+{{ ::staff_access_to_tickets.png?600 |}}
+To reply to a SMS message, just click on the message and write your reply like any other ticket on the Helpdesk.
+As the phone number of the sender is supplied, the staff may reply and call the sender, depending on your organization's policy.
+======Priorities ======
+For some organizations, the prioritization is just "first in, first one." For others, it may be cycling through certain dates. The Helpdesk's default order by date is: oldest message first. To change the display from oldest message to the latest, just click on the "Date" tab.
+{{ ::staff_access_to_tickets-date.png?600 |}}
+Similarly, if you want to change the order of messages sent to various departments, click on "Department" tab.
+======Canned Responses======
+To create a template for frequently written responses, go to Knowledgebase tab and under Canned Responses. These responses may include templates used by all departments or by specific ones.
+{{ ::canned_responses.png?600 |}}

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