Advanced ticket submission with Email API

Email API is a perfect solution for automated generation of tickets and their population with values generated by 3rd party systems using common email service. The Email-to-Ticket utility converts incoming email messages into ScopeDesk tickets by parsing Email Subject, Body, Sender, Sender Email and Priority into the corresponding ticket fields: Subject, Message, Customer name, Customer Email […]

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Quick configuration guide

Performing the following steps in the sequence recommended here would save you time and simplify the Scopedesk configuration process. For most of the settings items there are default settings that are added to help you with the initial configuration. If you do not wish to have these then you can delete them and add new […]

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User Management

User Management features automate the entire process of creation, management, and provisioning of user accounts across your help desk, based upon role-based policies. It’s designed to help organizations make the leap to a services oriented environment and enable help desk system that can be accessed by internal and external users worldwide. It extends far beyond […]

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Multiple Help Desk Forms

Build multiple help desk forms – both submission and ticket update forms in addition to easy help desk and email data collection using Scopedesk’s powerful features. The new Scopedesk Forms module is one of the most robust tools in the Scopedesk platform and can be used for a variety of purposes. The simple design makes […]

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Create custom agent side help desk fields

Scopedesk allows you to set up agent side help desk fields so you can update ticket information with specific data you acquire during the ticket solving. You may have up to 15 custom fields. These custom fields can update assigned agents and support managers using the Update action in the ticket Action menu. The agent side […]

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Scopedesk delivers new version of its mobile helpdesk SaaS

The latest release is built on improved HTML5 to increase the speed of the mobile interface and incorporate advanced features for using the service on mobile devices. As well as with the previous version, support and service agents can easily monitor help desk activity when connected via cellular or WiFi network to their Scopedesk account. […]

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Transform Your Service Desk into a Solutions Center

Focus on Service, Efficiency, Costs Companies can’t deny their dependence on service desk processes and technologies for their day-to-day operations. When email goes down, how many calls are logged within five minutes to the service desk? We all rely on the service desk to monitor and resolve our desktop and system-wide issues quickly so our […]

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Measuring Response and Resolution Times in Service Desk

In every service or help desk team, it is important to customers that support team provide a consistent level of support. It can be confusing for customers to have some team members respond extremely quickly, while other agents takes days to acknowledge receipt of customer questions or issues and address them. In an effort to […]

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Benefits of using self-service customer support software

One of the fastest rising trends in customer support software is the usage of self-service software to bridge the gap between customers and the support personnel. Self-service software allows customers to make decisions about their needs and provides them with a way to communicate those needs to the service and support department and dedicated staff. […]

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