In this clip I’d like to introduce a new feature in our Help Desk software called ‘Customer List’.
As you are probably guessing, the Customer List enables you to define your customer contact details in your Help Desk account.
This way you can store and display on the Help Desk ticket form the customer name, email address, phone number and other contact details. So you can easily contact the client about the specific Help Desk ticket if needed.
The first step is setting up the client list.
To setup the client list, please follow these steps:
1. Login as an administrator.
2. Click on Control Panel.
3. Click on Edit Customer List.
4. Use the Add New section to add a new customer to the list.
5. You can also edit existing customers by clicking on the Edit button on the right.
The next step is to choose the customer name on your Help Desk ticket form.
On the ticket form, the customer name field displays a dropdown list of the customers. When choosing a name from the list, the customer details are automatically updated.
Very simple.
We plan to add additional options to the customer list feature in the upcoming weeks. Stayed tool.
If you already have an Issue Tracking account, you can add Help Desk to your account for only $29.99/month by going to “Control Panel”, clicking on “Edit Accounts”, then clicking on “Manage Account List”, changing the Help Desk package to Premium and clicking on the Update button.
If you still don’t have an Elementool account, click on the ‘Sign Up Now’ button below to open a free trial account.
In the next few weeks, we’re going to be making some design enhancements here at elementool.com. But don’t worry, these changes will not have any affect on the way that you utilize our site.
During the redesign process, the application functionality will remain completely the same throughout the website, so you can continue using it without interruption. Here’s a sneak peek at the changes we have in store for elementool.com.
Mary, John, Fiona, and Alex work as a support team. They use email to manage communication with their customers. When Mary, the team leader, receives an email from a customer, she forwards it to one of the team members.
Mary, John, Fiona, and Alex work as a support team. They use email to manage communication with their customers. When Mary, the team leader, receives an email from a customer, she forwards it to one of the team members. Today, one of their clients called asking to find out the status of an email he sent a few days ago. Mary had no way to track it in her email software. So she had to tell the client that she would check it and get back to him. When she looked into the matter, it appeared that the email had been forwarded to Alex. But that day, Alex was busy with other emails and phone calls, and also had had a fight with his girlfriend. Because he forgot to throw away the trash. So, he skipped the client’s email. And didn’t respond to it. Once she found out what had happened, Mary had to go back to the client and apologize for the fact that his email had been ignored. The situation was very embarrassing for both Mary and Alex. And the client was very angry that his message had gotten lost in the shuffle. Now let’s meet Jane, Bob, Crystal, and Mark. They work as a support team and Jane is their support team leader. They use Elementool’s Help Desk software to manage their customer service emails. When a customer sends an email to their support email address, the email is stored automatically by Elementool in their Help Desk account. The new support ticket is assigned to Jane. And she also receives an email notifying her that a new support ticket has been created. Jane then logs into Elementool and assigns the ticket to one of the support team members. They also receive an automated notification about the new ticket that has been assigned to them. And they can start working on it right away. Elementool allows Jane to define a reminder for each ticket. So if the case is not closed within two days, a reminder is sent to her and to the person who is assigned to the issue. Elementool enables Jane and each of the other team members to run reports and see how many open tickets are still in the system, a list of tickets that are assigned to each team member, and the correspondence history of each call that was submitted by the client. It’s a very efficient and very easy to use system. And it can keep you from having the kind of embarrassing client service disasters like Mary and Alex had in our earlier example. If you already use Elementool, I would like to offer you the opportunity to start using Help Desk, for only $29.99 a month, with unlimited users. If you’re new to Elementool, you could start using Help Desk for only $89.99 a month, also with unlimited users. Just click on the button below now to sign up.
Today one of their clients called asking to find out the status of an email he sent a few days ago. Mary had no way to track it in her email software, so she had to tell the client that she would check it and get back to him.
When she looked into the matter, it appeared that the email had been forwarded to Alex. But that day Alex was busy with other emails and phone calls — and also had had a fight with his girlfriend because he “forgot” to throw away the trash. So he skipped the client’s email and didn’t respond to it.
Once she found out what had happened, Mary had to go back to the client and apologize for the fact that his email had been ignored. The situation was very embarrassing for both Mary and Alex, and the client was very angry that his message had gotten lost in the shuffle.
Now let’s meet Jane, Bob, Crystal, and Mark. They work as a support team and Jane is the support team leader. They use Elementool’s Help Desk software to manage their customer service emails. When a customer sends an email to their support email address, the email is stored automatically by Elementool in their Help Desk account. The new support ticket is assigned to Jane, and she also receives an email notifying her that a new support ticket has been created.
Jane then logs in to Elementool and assigns the ticket to one of the support team members. They also receive an automated notification about the new ticket that has been assigned to them and they can start working on it right away.
Elementool allows Jane to define a reminder for each ticket. So if the case is not closed within two days, a reminder is sent to her and to the person who’s assigned to the issue.
Elementool enables Jane and each of the other team members to run reports and see how many open tickets are still in the system, a list of tickets that are assigned to each team member, and the correspondence history of each call that was submitted by the client.
It’s a very efficient and very easy-to-use system, and it can keep you from having the kind of embarrassing client service disasters like Mary and Alex had in our earlier example.
If you already use Elementool, I would like to offer you the opportunity to start using Help Desk for only $29.99/month with unlimited users.
If you are new to Elementool, you can start using Help Desk for only $89.99/month also with unlimited users.
In the next few weeks, we’re going to be making some design enhancements here at Elementool.com. But don’t worry, these changes will not have any affect on the way that you utilize our site.
During the redesign process, the application functionality will remain completely the same throughout the website, so you can continue using it without interruption. Here’s a sneak peek at the changes we have in store for Elementool.com.
Hi, welcome to the tutorial on how to use Elementool Help Desk. Help Desk is so easy, even your grandma can use it.
I’m Allison, and I will be showing you how to use Help Desk.
Let’s begin.
The account is divided into two sections: The Control Panel and the application section.
On the top of the screen are tabs that correspond with each action in Help Desk. Click on a tab to perform that particular action. As you can see, you have the option to create a new issue, view issue, display issue reports, and access the control panel.
The Control Panel is where you setup the account. It can be accessed only by users that are part of the Admin group.
The application section consists of “new issue”, “view issue”, and “display issue reports”. Users of all groups can access the application portion of Help Desk by logging in to their Elementool account.
Let’s start with the Control Panel
The next icon, “edit email settings”, allows you to edit the settings on the email fetcher. The Email Fetcher is responsible for storing the email messages sent by your customers to your support email box in your Elementool account.
All you need to do is enter your email server address, your support email address, and a few other simple details and you’re all set. You are minutes away from having your support email address linked with your Elementool Help Desk account.
The spam filter settings enable you to set the rules and actions of the e-mail fetcher when it encounters spam mail. Based on these rules, the Email Fetcher will automatically delete spam email that is sent to your support mailbox.
Going back to the control panel, the next icon is “edit customer list”. Here is a list of all your customers. You can add new customers to the list by clicking ‘add new’ and entering the customer’s information. Clicking on a customer allows you to delete them or edit their information.
The next icon, edit support form, allows you to edit and customize your support form. Help Desk allows your customers and team members to submit issues directly from your website. The support form is the form that your customers will use to submit tickets. The first heading that appears on this screen is ‘edit support form’. You can customize the support form by dragging the fields from the left to the right, and clicking update. You can preview the form by clicking the preview button.
When you click on the Update button, Help Desk will create an HTML code that you should copy and paste to your support page on your website.
This code will present a support form and will be used to submit support tickets to your Elementool account directly from your website.
Below that, is the ‘edit auto reply’ heading. You can create customized automatic responses to customers after they place a ticket. For example, “Thank you for submitting a ticket. A representative will contact you shortly”.
Help Desk includes a web link in the auto-reply e-mail that allows your clients to view the status and correspondence history by clicking on it.
The last heading on the screen is the “knowledge base code”. Here, you are provided with the HTML code for the knowledge base box that is placed on your website. A knowledgebase is a search box on your website that allows customers and team members to search your Help Desk account for frequently asked questions for issues and their solutions.
Viewing Issues
If you know which issue you would like to view in particular, type in the issue number in the “view issue #” box located on the top right, or click on the ‘View Issue’ tab and type the issue number there. You can also view issues by running a report and opening the issues on the report itself.
When you view an issue, Help Desk displays the correspondence history related to it. You can see all the emails that were sent back and forth between your client and your support team.
To reply to a client support request using Help Desk, you should open the message that was sent by the client by clicking on the message title.
Then click on the Reply button and use the Reply form to send out your response.
By using the reply form, the email that you send will be added to the issue’s correspondence history. It is very important that the interaction is done using Help Desk, in order to keep the communication trail on your Elementool account.
As you can see, Help Desk is very easy to use. So easy, your grandma can do it!
Mass Update is a powerful feature that enables you to make changes to a long list of issues in a single update.
This saves you the need to open each issue and update it separately.
To use Mass Update you should follow these steps:
Go to Control Panel and then click on the Mass Update button.
On the first screen we are going to select the issues that you want to update.
For example: All the issues that are closed and have been submitted between January 1st 2005 and December 21st 2010.
On Step 2 you should select the fields you wish to update.
In this example, I would like to change the status of all the issues that I selected from Closed to Archive.
So I’m going to add the Status field.
Step 3 shows me the details of the changes I’m going to make in the account and asks for my confirmation.
I confirm and the system performs the changes to my account.
The thing I like most about Elementool is my open issues report. It makes things so easy to just follow the report. I like file attachments when opening issues. The files are just there and there is no need to search for anything. I love how Elementool makes my work easy.
One of the key features of Elementool is the integration between the different tools.
Using different vendors is a mess. Elementool makes everything seamless and easy to use. So simple to access everything when logging in to the account.
A few words of appreciation. Elementool is an amazing tool. Great tool to have if you are running projects.
Elementool gives you clear idea on how much you are spending. Get a demo of Elementool and use it.
