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helpdesk-user-tips [2017/04/03 16:44]
serbizadmin created
helpdesk-user-tips [2020/06/13 23:10] (current)
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 ====== SerbizHub Helpdesk User Tips ====== ====== 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 |}} 
 +