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  1. HELPDESK

FAQs

  1. Can I download all the tickets in an excel sheet?
    Yes, you can download all the ticket data in an excel format. You have the option to download tickets based on their statuses: All tickets, Open tickets, Closed tickets, Deleted tickets, etc.
  2. Can the priority of the ticket be changed?
    Yes, agents can change the priorities of the tickets from Low, Medium to High in the dashboard.
  3. Can we reassign tickets to other departments?
    Yes, the tickets can be reassigned to any agent or department using the dashboard. Using the ticket information, the agent can use the Assignee field to assign tickets to other agents.
  4. Can we take the list of all the queries being asked or historical data and add it using the smart answers?
    No, the list of queries cannot be added using Smart Answers. For this, you will need to share the list with the CSM of the account and they will get it done from the backend. Smart answers are only used for adding queries asked by raising the tickets.
  5. Can we add a list of Smart Comments in bulk directly?
    No, you cannot directly add Smart Comments in bulk. The CSM assigned to your account will get it done from the backend.
  6. I want to see what all has happened to the ticket, is there an option in the Helpdesk where can I check?
    Yes, you can check all about the ticket by clicking on the Timelines tab of tickets.
  7. I would like to view the chat of the user with Leena AI Virtual Assistant before raising the ticket. Is there an option in the help desk where I can check?
    Yes, you can check the chat conversation of the user by clicking the ‘Chat’ tab of tickets
  8. When the ticket moves to the next stage, does the user get a notification?
    Yes, once the ticket moves to the next level, an automatic notification is sent to the user on the status. 
  9. Once the ticket is moved to the next stage, does it move out of the agent’s window?
    No, the ticket won’t move out of the current agent’s view unless it is reassigned.
  10. Do we get an email notification for each ticket?
    Yes, an automatic email notification is sent to the employee to whom the ticket is assigned.
  11. When the agent clicks on the email notification, will he/she be directed to the ticket or the whole dashboard where all the tickets are displayed?
    Agents will be redirected to the dashboard where all their tickets are displayed. They can select specific tickets and view or resolve them.

Updated 8 days ago