Ticket Management

• The home page
  of the tech interface features a unique tabbed display of the tickets in the system that matter. It displays a tech the tickets assigned to them, unassigned tickets, and even tickets already assigned. The view provides a lot of information at a glace. A tech can refind this quick view by selecting how to group the tickets, up to three levels. Clicking on a number will bring the tech to the search page and will show all of the tickets for that grouping. Alternatively, the listed tickets can be set to appear in a select box for easy navigation.
• Techs can search
  for tickets using any number of searching options available. Searches can be as broad or as specific as the tech needs.
• Techs can create tickets
  from the tech interface. This is useful when a user submitted a question some other way then through email or the helpdesk (instant messaging for example). The tech just creates the ticket for the user and it will tracked by DeskPRO.
• Sometimes a ticket regarding the same issue might come up multiple times. That's why DeskPRO makes it incredibly easy to publish knowledgebase right from the reply you type up for a ticket. Reply to a ticket and create articles simultaneously!
• Whenever an issue comes up more then once but doesn't exactly warrant a knowledgebase article -- you can use quick replies
  to store the message. With quick replies, it's as simple as selecting an option from a list of stored replies and clicking the button to insert the text into the textarea. You can even insert complete knowledgebase articles into your reply with just a few clicks!
• Every action done to a ticket is added to a ticket log. The ticket log keeps track of everything from new replies, to status changes to ticket locks. If you are ever confused as to how a ticket got to it's current state, just check out the ticket log.
• You can set reminders on a ticket for yourself or other techs. Once the date has passed, an email will be sent to the tech reminding them of the ticket.
• You can make sure a users tickets are always kept neatly separated per question. Sometimes it is necessary to merge or split tickets -- DeskPRO allows you to do this with minimal effort
  .

Communication

• makes it possible to exchange messages within the DeskPRO system.
• A ticket can have an unlimited number of notes. These notes are only visible to technicians, so it's a perfect way to keep track of details the user does not need to know.
• There is an where you can offer help articles for just your techs. Anyone can create articles that go into this system.
• The calendar system
  lets you create tasks and assign them to other techs. Techs have the option to receive email reminders of tasks, and you can enable notifications for once a task has been completed.
• DeskPRO comes with a built-in forum
  so you and your techs can discuss issues together.

User-End Self Help Management

• DeskPRO makes it easy for your techs to build up your knowledgebase. Using the knowledgebase editor
  , publishing an article can be done in minutes. Users can also submit articles, and techs can easily choose to validate the article to publish it on the site, or to delete the submission.
• Troubleshooters
  are also very easy to create. A tech just needs to specify a steps content, then the possible directions the user can take.
• Using the file manager, techs can upload files into categories that will be displayed to users for downloading.