When an agent signs into Raiseaticket helpdesk portal they can see their dashboard or tickets pane based on the assigned agent rights. Here they can initiate various actions. The top of the interface displays the helpdesk name as well as the main menu bar. The menu bar has tabs to move and perform multiple functions

Dashboard Home

The dashboard is the home page which will appear after logging in. It shows a quick summary of ticket statistics, which will be updated every hour.

Tickets

Shows all tickets so that agents can interact with tickets and add notes to the tickets. Every ticket action is performed from the tickets lisiting page.

Profile

Displays agent name and profile picture. The agents can customize their profile in the profile settings. Customization includes uploading a profile picture, changing password, adding timezone and multifactor authentication.

Raise a ticket

A ticket is a customer request raised to seek help in resolving issues on services, products, quotes etc. Agent can add or create a ticket on behalf of end users.

Reports

Reports are enabled for agents and help to gain understanding of their key performance goals in relation to responding to and resolving tickets.

Resources

Built-in Knowledge share tool for the agents to access the Articles and Frequently asked questions (FAQs) for solving issues by themselves and encourage them to collaborate, share knowledge and solve problems.

  1. In the dashboard, the area below the top menu bar shows the overviews of the tickets counts for quick access

      Assigned: The number of tickets assigned to an agent.

      Resolved: The total number of tickets moved to the resolved status by an agent.

      Unresolved: The number of unresolved tickets. This includes unassigned tickets and the tickets with statuses such as open, in progress, pending, awaiting customer response and awaiting third party response.

      Unassigned: The number of tickets not assigned to any agents.

      Pending: The number of unresolved tickets with pending status.

      Overdue: The number of tickets that have not been responded to or resolved within the Service Level Agreement timeframe.

      Due today: The number of tickets in open status without a response as well as those that need to be resolved within the day.

      Due tomorrow: The number of tickets in open status and yet to be responded to or resolved within the next day.

      In the agent dashboard page, below the overall counts of tickets, there are menus such as

        Date Range

          Date Range option helps to view the information of the tickets for the selected duration. By default, the present day will be in selection.

        All Groups

          In the agent dashboard page, viewing of the ticket statistics are only based on groups, either by all groups or a selected group in which the agent belongs.

    1. Assigned and resolved

      In the dashboard, this widget will display an agent the number of assigned and resolved tickets in the form of a graph.

      Assigned – The total number of tickets assigned to an agent.

      Resolved within SLA - The total number of tickets resolved within the SLA hours.

      Resolved outside SLA - The total number of tickets resolved after SLA hours passed.

      Resolution time - The time tracked between the ticket creation and the time of the final status change to resolved or closed.

      Agent assigned and resolved tickets
    2. Your responses and user responses

      In the dashboard, this widget will show the number of responses made by a user and an agent in their assigned tickets. This data can be viewed in the form of a graph.

      User responses - The total number of users replies in tickets.

      Your responses - The total number of agents replies in tickets.

      First responses - The total number of times an agent made the first reply to a ticket after the ticket was created.

      First Response time - The duration between the timestamp of when a ticket is created and the timestamp of the agent’s first reply on that ticket.

        Average 1st response time – The total amount of average time taken by the agents to make the 1st response to the tickets.

        Minimum 1st response time – The total amount of minimum time taken by the agents to make the 1st response to the tickets.

        Maximum 1st response time – The total amount of maximum time taken by the agents to make the 1st response to the tickets.

    3. Ticket volume by properties

      In the dashboard, this widget will show the volume of tickets assigned and handled by an agent based on properties such as

      Channel - The total volume of tickets raised via Portal and Email.

      Category - The total volume of tickets based on the types of ticket requests or problems.

      Priority - The volume of tickets based on ticket importance.

      Status - The total volume of tickets based on each ticket status.

      Group - The total volume of tickets in each group of the agent.

      Ticket volume by properties
    4. Share Dashboard

      You can share dashboards by clicking the "Share Dashboard" button on your dashboard page. a pop up will appear, here you can select which agents you want to share your dashboard with or the desired email.

      Share dashboard
    5. My activities

      This widget in the agent dashboard page provides information about recent activities carried out by the agent in the helpdesk portal along with a separate view of all activities carried out by the agent in the helpdesk portal. The activity logs show the information about what and when the actions are made by the agent.

      Recent activities
    1. Viewing Tickets

        In the ticket listing page, you can view the list of tickets raised by users, yourself and tickets created by you on behalf of an end user. This includes

          Unassigned tickets (if admin enabled)

          Tickets assigned to you

          Tickets assigned to your group and group agents.

        You can also use the multiple built-in-overviews to view tickets. In the top left corner of the tickets listing page you will find overviews which help you to move between various views to easily find specific tickets. The tickets can be viewed at all stages of the ticket life cycle. These stages provide meaningful insight into the ticket's progress through the lifecycle.

      Ticket list
    2. Assigning Tickets

        The Admin assigns the new ticket to you.

        You can assign yourself to an unassigned ticket.

        When the ticket is assigned to you, the ticket is locked to prevent other agents from editing. However, other agents can still view the ticket.

        You are also able to reassign the tickets to other agents. Sometimes, if a ticket is complicated it will require escalations between multiple agents before it can be closed. In such cases, a colleague may assign a ticket to you (or vice versa) for the resolution of the issue.

      Agent assign to ticket
    3. Replying Tickets

      Reply: When the ticket is assigned to you, then you are able to reply to the ticket by clicking reply. In the reply you can add both CC and BCC.

      Notes: You can add both private and public notes on the ticket.

        Public notes: The public notes will be visible to all agents and admins

        Private notes: You can select the person whom you want to see the notes

      Approval: If you want to get approval from a third party for that ticket, you can click the approval and enter the approval user email and the content and click submit. You can also include the ticket conversations for the third party by selecting the “include conversation” checkbox.

      Task: For adding an internal task.

      Attachments: You can also attach a file to the ticket reply. It is not recommended to exceed a 25MB attachment size.

      Replies and notes: You are able to view the replies and notes in the ticket and all the activities carried out in the ticket.

      Agent reply to the ticket
    4. Updating Ticket Status

      When a ticket is created, it is automatically assigned the status of “Open”. Also, an envelope icon is indicated on the ticket listing console to signify the ticket as New. The first response time is calculated from the timestamp of when the ticket is created.

      Afterwards, you can set different ticket statuses based on the ticket conversations and progress. While replying to the ticket you can click the submit in the reply of the ticket to submit and set the ticket status. You can also change the ticket status in the top right corner of the ticket.

      There are 5 default ticket statuses and 2 custom ticket statuses which you can apply to a ticket reply, they are

        Submit and set as open

        Submit and set as closed

        Submit and set as pending

        Submit and set as in progress

        Submit and set as resolved

        Submit and set as awaiting customer response

        Submit and set as awaiting 3rd party response

      Update ticket status

      While you are actively working on a ticket you should set the ticket status to in progress.

      Pending status: The ticket is awaiting a response from another admin or developer, not the client or you. The on-hold time is added to the client's wait time and not your wait time. On-hold is set where there is no predictable estimate time for a reply.

      After you reply you may require further details from the customer, in this case you should change the ticket status to Awaiting Customer Response.

      If you need assistance and/or get approval for the client’s request from a third party (such as a supplier) set the status to Awaiting 3rd Party Response.

      If the customer replies, they may require further assistance from you. A "Replied" envelope is displayed on the ticket in this instance. If the customer does not require further assistance, mark the ticket as resolved.

      The ticket is automatically closed after resolving the ticket. You can also set the ticket status as closed after resolving. The resolution time is calculated from the timestamp when the ticket is created until the timestamp when the ticket is closed.

      If there is a requirement to update the ticket at some point after its initial closure, the ticket can be reopened.

    5. Merging Tickets

      You can merge tickets into a single ticket. This happens when two or more support requests are created about the same issue from a client. The requester of the tickets to be merged is added in the CC of the merged ticket. To merge tickets, click the ticket you want to merge and click more options in the top right corner, then select merge. A box will open prompting you to choose which tickets to merge.

      Merging the tickets if the details are same
    6. Spam Tickets

      You can mark either individual tickets or bulk tickets as spam. if you are the group leader you can mark tickets in your group as spam. By marking a ticket as spam, you could block the user from sending further tickets or move the selected tickets to the spam folder. You may still receive messages from the same domain in the future. Only Admin has the access to spam the whole ticket.

      To spam an individual ticket

        In the ticket listing page move the cursor towards the ticket. Click the popup icon that appears in the right corner of the ticket and then select Mark as spam or,

        Click the ticket you want to mark as spam and click more options in the top right corner and then select Mark as a spam.

      Ticket mark as spam

      To mark tickets as spam in bulk

        In the tickets listing page move the cursor towards the ticket a checkbox appears in the left corner select the checkbox a list of option appears in that select spam.

      To mark tickets as spam in bulk action
    7. Deleting Tickets

      Tickets can be deleted either individually or in bulk. You can delete your tickets and the tickets of your group if you are a group leader. The tickets will be moved to the trash. Tickets in the trash will be automatically deleted in 30 days.

      To delete an individual ticket

        In the page listing the tickets, move the cursor over the ticket. Click the popup icon that appears in the right corner of the ticket and then select Delete or,

        Click the ticket you want to delete and click more options in the top right corner and then select Delete.

      Delete ticket

      To delete tickets in bulk

        In the tickets listing page move the cursor towards the ticket a checkbox appears in the left corner, select the checkbox; a list of options appears, in that select delete.

      Delete the ticket in bulk action
    8. Exporting Tickets

      You can either export tickets individually or in bulk.

      To export an individual ticket

        In the page listing the tickets, move the cursor over the ticket. Click the popup icon that appears in the right corner of the ticket, then select export. A dialogue box appears stating Export Tickets, select the information you need to export and then click download.

      Export the ticket details

      To export bulk tickets

        In the page listing the tickets, move the cursor over the ticket, a checkbox will appear in the left corner. Select the checkbox, form the list of options that appear select “export”, this will prompt a dialogue box to appear. Select Export Tickets and choose which information you need exported. Click download.

      Export bulk tickets

      Export ticket replies

        Export replies by selecting more options on each ticket. To export, click the ticket you want export, click more options in the top right corner and then select export.

    9. Adding Tags

      You can add tags to tickets individually or in bulk.

      Condition

        You can add tags to the tickets created by yourself.

        You can add tags to your assigned tickets.

        If you are a group leader you can add tags to your group tickets.

      To add tags for individual tickets

        Add tags to a ticket by selecting the required tickets on the page displaying the tickets. Once you are in the main screen of the required ticket, the Tag option is available on the right side of the screen, here you can add the available tags to the ticket.

      To add tags to tickets in bulk

        In the page that displays the tickets place the cursor towards over the ticket, a checkbox will appear in the left corner, select the checkbox, a list of options will appear. Select Tags and add accordingly.

      Bulk tag
    10. Creating Tickets

      You can create a ticket on behalf of an end user. It triggers the following events

        The end user receives a notification that a ticket was created on their behalf

        The ticket appears in the end user’s tickets listing.

      You can also create a ticket for your internal purposes.

      Create tiket
    11. Sorting

      Below the built-in overviews have the option to sort, with the help of this feature agents are able to sort out their tickets according to their convenience for easy access.

      Ticket list sorting
    12. Searching

      Raiseaticket has a sophisticated search feature to easily pull up a particular ticket in an efficient manner, below outlines the search functions

        Search tickets quickly and easily with the help of simply searching for keywords in text form in the “search ticket” box.

        In case if you are looking for an older ticket, use the advanced search bar to find the tickets with various filters available.

      Searching Tickets
  2. You can generate your custom report by adding filters and selecting required fields in the report page. You can download the generated report as excel or you can send the report to desired email.

    You can also schedule your report to run daily, weekly, monthly. You can automatically send the reports to you, colleagues and desired email.

    Reports
  3. You can create, edit, and view the articles for your Self-help and others.

    You can also create, edit, and view the Frequently asked questions (FAQs) for your Self-help and others.

    Resources
    1. Setting Time zone

      You can set the time zone by clicking on the agent profile located in the upper right corner of the support agent interface and then click My profile. Select the time zone from the drop-down list of time zone in my profile.

      Agent timezone
    2. Adding profile picture

      You can add a profile picture for added customization. Start by clicking on the agents name to access the agent profile, located in the upper right corner of the support agent interface. Then click My profile. Click upload picture on the left side of my profile.

      Agent profile - upload profile image
    3. Changing password

      If you would like to change the password, you can easily do so in the agent profile settings. Start by clicking on the agent profile located in the upper right corner of the support agent interface. Click change password, enter the new password and click update password.

      Agent change passowrd
    4. Multifactor Authentication

      To enable and set up multifactor authentication (Google Authenticator)

        Within the Raiseaticket support agent interface, click the agent profile located in the upper right corner and then click My Profile.

        In My profile turn on the multifactor authentication.

        A display appears “Set up Google Authenticator” with QR code.

        Ensure you have the Google Authenticator application downloaded onto a compatible device (instructions below). within the app a 6-digit passcode will be generated. Enter this 6-digit Passcode generated by the Google Authenticator app and then click the verify button.

        If you lose your device or otherwise can't get codes via the Google Authenticator, you can use backup to sign in. You can generate a set of 5 codes whenever you want. After generating a new set, the old set of codes will be automatically inactive.

      Multifactor Authentication

      To generate the passcode

        Install and launch the Google Authenticator App on your Smartphone or tablet device.

        Tap the + icon, then select Scan the QR code.

        Scan the QR code displayed in the setup of google authenticator in the Agent profile.

        The Passcode will be generated in the google authenticator app.

        Copy and save the generated passcode.

    1. When a user creates a ticket via the portal or email. This notification is sent to all agents.

      When the ticket is assigned to an agent.

      When the agent self-assigns the tickets.

      When a ticket is assigned to the group, the group agents are notified.

      Agents are notified regarding their assigned tickets on each user reply.