Posts Tagged Features

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 […]

Continue Reading →

Posted in: News

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 […]

Continue Reading →

Posted in: How to

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 […]

Continue Reading →

Posted in: News

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 […]

Continue Reading →

Posted in: How to

Generate help desk performance reports with new release

We just released a new version with numerous improvements to the Scopedesk over the last month based on your feedback. Here is a selection of recently added features: Track agent response time The system now keeps track how long it takes an agent to respond to a ticket in the system. This allows you to […]

Continue Reading →

Posted in: News

Help desk ticket actions

Once you log into your Scopedesk account, you can view the client request details containing all information and action needed to manage support tickets. Along with the ticket subject, message, date created, client details and the ticket creation channel, the ticket keeps a log of all the subsequent communication between your team and client. In […]

Continue Reading →

Posted in: How to

Help desk software in a SaaS environment

What is a help desk software? Help desk software is what brings together the different methods of a company’s customer service and support. A powerful help desk support system requires careful integration of support ticket software and knowledge base. A quality online help desk software should also cooperate with any existing website software and design. […]

Continue Reading →

Posted in: Column

Version 3.1 Released – More reliable information for support managers

On May 15, 2011, Scopedesk introduced Version 3.1. This software release comes with a variety of new features and enhancements in order to maintain effective customer service. Most of the new improvements are related to processes on support side of the help desk: Internal Ticket tags for Classification and Categorization Internal tags enable the classification […]

Continue Reading →

Posted in: News

Page 1 of 2 12