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Security Roles

Security Roles Roles are used to assign security permissions. Every user in Help Desk Premier should be given at least one of?three available roles. Assign Roles to users via?Administration ??Users???Roles.? Click the Add button to add a new Role, or click the name of a Role to edit an existing Role. General tab Use this […]

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Knowledge Base Articles

A Knowledge Base allows Technicians to pool information about service updates, common problems and frequently asked questions. Requesters can use the Knowledge Base to search for a problem, and Technicians can use the Knowledge Base to keep each other informed. Access the Knowledge Base via?Tools ? Knowledge Base ? Knowledge Base. Adding an Article Click […]

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Ticket Management

Help Desk Premier manages tickets from creation to resolution. Tickets are raised through three different means: Self Service Portal Via email (manually or automatically) Within the Help Desk Premier application Ticket templates can be created for specific types of request, with customized fields and the ability to include default data such as Category, Priority, Subject […]

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Custom Actions

Custom Actions allow you to automate certain tasks within Help Desk Premier. For example, you may wish to create a saved Custom Action to escalate tickets based on the length of time they have been open. Launch the Custom Actions editor via?Tools ? Other Tools ? Custom Actions. Building Custom Actions To add an action, […]

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Escalation

Help Desk Premier can automatically escalate tickets and trigger notifications or emails based on your own rules. You may wish to automatically escalate a ticket when the Priority field changes, notify someone when a task is opened or completed, or you may want send an email when a ticket passes its due date. Escalation Launch […]

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Departments

Departments In Help Desk Premier, Departments are sub-categories of Organizations. Use a Department to classify users into products, physical locations or teams to work on functions such as Marketing, Sales, Support, Human Resources, Accounts and so on. Each Department can be allocated a Department Head. Managing Departments View the list of Organizations, or create a […]

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Organizations

Organizations In Help Desk Premier, an Organization is a collection of Technicians, Requesters and Administrators. Use Organizations to manage your workflow, organize your users and place users into logical groups. You can create Custom Fields for Organizations to track data in a way that makes sense for each one. Each user can only be added […]

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Announcements

Announcements are used to pass on information about important events such as system outages, pricing changes, training courses and so on. Announcements are displayed on the Dashboard and can optionally be sent via email. Adding and Editing Announcements Launch the Announcements menu via?Tools ? Other Tools ? Announcements. Click the green Add icon to add […]

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Managing Views

Administrators can create custom Views to make information easier to view and organise. Assign Layouts to Views?to make data easier to manage, sort and display. Views?and Layouts can be applied to the following entities: Tickets Assets People Organizations Change Requests Views?and Layouts are defined according to criteria relevant to your organization, team or workflow. For […]

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List Layouts

Administrators can create custom Views to make information easier to view and organise. Assign Layouts to Views?to make data easier to manage, sort and display. Views?and Layouts can be applied to the following entities: Tickets Assets People Organizations Change Requests Views?and Layouts are defined according to criteria relevant to your organization, team or workflow. For […]

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