Replying to tickets: public replies vs internal notes

Replying to tickets: public replies vs internal notes The reply composer at the bottom of every ticket has two modes. Picking the right one is the most common source of "oops" moments for new agent

Assigning tickets and team workflow

Assigning tickets and team workflow Every ticket needs an owner to get resolved. IntelliDesk gives you three ways to hand out work: assign by hand, let auto-assignment do it, or keep an unassigned

Tags, priorities, and ticket types

Tags, priorities, and ticket types Four ways to organise tickets, each with its own job. Used consistently, they make the inbox easy to filter, the reports meaningful, and your automations reliable

Drafting replies with the AI assistant

Drafting replies with the AI assistant IntelliDesk's AI helps at three moments: when a ticket arrives (triage), when you read it (summary and warnings), and when you reply (drafts and suggested tem

Canned responses: reusable templates with macros

Canned responses: reusable templates with macros Canned responses (templates) are saved replies you can drop into any ticket. Good ones turn a five-minute reply into thirty seconds without sounding

Linking time to tickets, cards, projects, categories and custom labels

What time can be attached to Every time entry is attached to one of these: Ticket : work on a helpdesk ticket, such as tracing a parcel for HD-1234. Card : work on a project card.

Submitting a timesheet, and how managers approve it

What a submission is A submission sends your time for a period (usually a week) to your manager for approval. It freezes a snapshot of your entries for that period and produces a **spreadsheet

Contacts and companies

Contacts and companies Every ticket belongs to a contact , the person who raised it. Contacts can belong to a company . Together they give you the full history of a customer in one place: bef

Keeping the inbox clean: merge, block and delete

Keeping the inbox clean: merge, block and delete A tidy inbox is one where every ticket is a real request, and every request is one ticket. Three tools keep it that way: merge for duplicates, *

Reply checks: what the "Before you send" warnings mean

Reply checks: what the "Before you send" warnings mean On desks with AI triage & assist switched on, Jev reads your reply when you press Send and checks it against the customer's latest mes

Jev's suggestions on a ticket: duplicates, "thanks, sorted", tags and saved replies

Jev's suggestions on a ticket: duplicates, "thanks, sorted", tags and saved replies On desks with AI triage & assist switched on, Jev, IntelliDesk's AI, leaves suggestions on tickets. None of t

Why did a customer's reply open a new ticket?

Why did a customer's reply open a new ticket? When a customer answers one of your emails, their reply should land in the same ticket, not start a new one. This article explains how IntelliDesk reco

I can't find a ticket

I can't find a ticket A ticket you know exists isn't in your inbox. It's almost never gone: it's usually hidden by a filter or a saved view, further down a long list, on a desk you can't see, merge

CC'ing people and forwarding a ticket outside your team

CC'ing people and forwarding a ticket outside your team Sometimes a reply needs to reach more than one person, or you need help from someone outside IntelliDesk, such as a supplier, courier or spec

Why didn't my customer get our reply?

Why didn't my customer get our reply? You answered a ticket, but the customer says they never got it. Replies are sent through the desk's own mailbox, so most problems come down to that mailbox, or

Setting up your email signature

Setting up your email signature Your signature is added to the reply box automatically, so every answer you send ends the same way without retyping it. Each person sets up their own signature, and

Away, on leave or absent: your availability and what happens to your tickets

Away, on leave or absent: your availability and what happens to your tickets When you step out, go on leave or are off sick, IntelliDesk can stop sending you new work and, if your desk is set up fo