Reply to a ticket
This can happens in the staff control panel (yourhelpdesk.gfihelpdesk.com/staff)
Here, your team can review, assign, reply to and manage tickets. Your team can also create tickets (in effect, sending an email to a customer) or create tickets on a customer's behalf (for example, if you want to record the details of a phone conversation or ask someone to follow up with the customer by email at a later date).
On the left hand side, you can see the department tree. This lists all of departments you have been assigned to. Click on status under each department to view the tickets in that department and set to a particular status.
Above the department tree, there are a shortcut filters.
- My Tickets shows you all of the tickets which are open and are assigned to you.
- Inbox shows tickets which are open.
- Unassigned shows tickets which are open and not yet assigned to anyone.
Open a ticket and click on the Reply tab to start composing a reply. At the same time, you can change the ticket's properties (like the status and priority) which is saved once you send the reply.
Fetch email into GFI HelpDesk
You can connect GFI HelpDesk to any number of POP3Post Office Protocol 3 - A protocol used by local email clients to retrieve emails from mailboxes over a TCP/IP connection. and IMAPInternet Message Access Protocol - One of the two most commonly used Internet standard protocols for e-mail retrieval, the other being POP3. mailboxes using Email Queues, which are responsible for:
- connecting to the mailboxes
- fetching email
- processing the email into tickets
Find Email Parser in the admin control panel (yourhelpdesk.gfihelpdesk.com/admin) and then click on Email Queues. Click on New, and then follow the steps to connect your mailbox.
For more information, see Introduction to email queues.
Custom fields
GFI HelpDesk's powerful custom fields builder helps you customize various forms across the helpdesk - including the new ticket form - allowing you to make sure the right information is collected from customers to equip your team to answer customer enquiries quickly.
To create a custom field, find Custom Fields in the admin control panel. First, create a custom field Group to organize your custom fields. In this example, we have group called Product information and various fields to collect information about a customer's product.
For more information, see Introduction to email queues.
Bonus: Turbo charge your tickets
GFI HelpDesk is ready to go out of the box. While we've quickly gone through the basics, there is a lot more GFI HelpDesk can do to turbo charge your support and enable your team to improve customer satisfaction.
If you're ready to dive in, we suggest starting here:
- Configuring SLA plans to set reply and ticket resolution deadlines
- Ticket macros to speed up ticket responses
- Customizing ticket views and filters in the staff control panel