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helpdesk-user-tips [2017/04/03 17:06]
serbizadmin
helpdesk-user-tips [2020/06/13 23:10]
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-====== SerbizHub Helpdesk User Tips ====== 
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-====== Tips for the Staff ====== 
-====== SMS ====== 
-  * Messages sent through SMS are indicated as relayed messages from a sending number through a SerbizHub email. 
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-{{ ::​staff_access_to_tickets.png?​600 |}} 
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-To reply to a SMS message, just click on the message and write your reply like any other ticket on the Helpdesk. ​ 
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-As the phone number of the sender is supplied, the staff may reply and call the sender, depending on your organization'​s policy. 
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-======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. 
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-{{ ::​staff_access_to_tickets-date.png?​600 |}} 
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-Similarly, if you want to change the order of messages sent to various departments,​ click on "​Department"​ tab. 
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-======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. 
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-{{ ::​canned_responses.png?​600 |}} 
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