Tutorials

Featured solutions 115 Views How do I assign a Ticket manually?

Agents may pick a ticket of their choice and assign it manually using the option Take Charge. This helps agents to take over or assign an unassigned...

278 Views How do I deal with Ticket assignment rules?

Ticket assignment rules help you manage support portals efficiently. The rules tell the tickets how and to whom they should reach. Assignment rules for tickets submitted...

189 Views How do I deal with Ticket's Status?

Ticket Status denotes what’s currently happening with a ticket. Deskero have four different statuses by default - Open, Pending, Closed and Resolved. 

You can check what’s going on...

185 Views How do I edit Tickets?

Agents have a choice to edit tickets. Once a ticket is submitted, it can be tracked and updated with more details. 

To...

177 Views How to add and use Notes for tickets?

Managing tickets include internal reviews and collaborate with fellow support agents. You may need to add notes for particular tickets where additional details are needed...

191 Views How to create Ticket areas, Groups and Types

Deskero categorizes tickets based on Assignment rules automatically. 

Ticket areas: Deskero lets you classify tickets into Ticket areas. For example, Technical, Sales, Affiliates and Accounts. 

To configure ticket areas,...

157 Views How to merge tickets

Dealing customer requests and managing tickets is a typical process in customer service. Analysing, categorizing and replying the tickets stay top than any other task...

212 Views Ticketing system - Explained

We call Ticket any request or query coming from customers.

Deskero was created to handle support requests from multiple channels besides the traditional web interface....

38 Views test 2