Assigning the Issue
Issue Submission
Knowledge Base vs FAQs
How do I enable Parent Path in IIS ?
Documentation
How can I keep sensitive issues from appearing online?
Question: Assigning the Issue
Can you explain how the issue assigning works ?
Solution:
In any of the 3 options below, the agent doing the assigning will eventually end up in the update issue area. If the agent has enough information, the expertise necessary, and is available to work on this, he may accept the assignment by either:
1. Claiming the Issue:
Each agent can claim their own issues as they become available. The (hand) icon is only found in the issues list (Issues Tab), if the issue has not yet been ‘claimed’ by another agent.
To claim the issue (accept the assignment), click on the hand. This will alert other agents that the issue is being attended to, and they are not required at this time. In most cases, this is the optimal solution where there are multiple agents working at the same time.
2. Self-Assigning the Issue:
This is optimal only if you are the only agent working at the moment. In this case, begin updating the issue immediately selecting your agent name in the Agent Assignment field, and clicking on ‘update issue’. As with all changes to forms, other agents won’t know you’ve changed this field, until after you click on the update issue button.
*HINT: Use the ‘Claim Issue’ button as much as possible, as it will update the Agent Assignment field immediately. So, the next agent to consider whether to work on this issue will know it’s been ‘taken’.
3. Assigning Issues to Other Customer Support Reps:
Or, you can establish a company policy where certain individuals are responsible for assigning agents to all issues.
In this case, don’t assign agents to the categories. (The supervisor assigned to that category will still get Email notifications, and can ‘reassign’ the issue. When the issue has been updated to show a new agent, that agent will now receive an automated email notifying them.) You may decide in this case to assign a security level to these agents where they can see ‘their own issues only’.
Question: Issue Submission
How does the Issue Submission works ?
Solution:
1. Your client finds your Help Desk on your site, through the link you have established, or provided. (Typically, the link is named Help?, Help Desk, Customer Support, FAQs, etc.)
2. The client reads some FAQs posted to your Knowledge Base via Help Desk.
3. If he doesn’t see a solution to his problem, he submits a new question title from the online Help Desk area of your existing (or new) site. He may now be presented with a list of related issues before continuing to submit his question.
4. The customer will complete a form online, which *may look similar to the one below, except with your optional (custom) fields at the bottom. (*See note below.)
Note: There are two optional ways of having your visitors submit a question. One lists possible solutions that already exist in your knowledgebase. Before the issue submission form can be completed and submitted, the visitor must acknowledge that their solution isn’t in the list of possible solutions.
The other option is for the visitor to go directly to the complete submission form, as in step 3 below. To switch between enforcing the three part question submission, and the direct question submission, you must change a setting in your config.asp file. See your install guide for more information
Question: Knowledge Base vs FAQs
What's the difference between a Knowledgebase and a FAQ list?
Solution:
Only the name! We've found that while our Help Desk Agents/Admin use the term Knowledge Base most frequently, our visitors recognize the term FAQ better. They are both the same thing. They are simply a list of questions and answers that are 'deemed' of interest to your visitors, and are presented in an organized way.
In the case of Help Desk, they can be questions actually asked as support issues, or they can be added by the Help Desk agents themselves because they add valuable information. Ideally, they can also be searched and sorted in a number of different ways.
If you prefer the term Knowledge Base to the term FAQ for your visitors, it's a simple matter to change the public view to accomodate this. The code is yours to use and change as you wish.
Question: How do I enable Parent Path in IIS ?
How do I enable Parent Path in IIS ?
Solution:
- Click Start, click Administrative Tools, and then click Internet Information Services (IIS) Manager.
- Double-click your computer name in the left pane, and then double-click Web Sites.
- Locate the Web site and directory that houses the ASP application.
- Right-click the application site or directory, and then click Properties.
- Select Home Directory, and then click Configuration.
- Click Options, and then click to select the Enable Parent Paths check box.
- Click OK two times.
Question: Documentation
I would like to view some documentation from your products. Where can I go to download these?
Solution:
[--- UPDATED: 3/29/2008 3:06:27 PM BY AGENT: Default Profile ---]
Hi,
I'm attaching files to this Email. (Help Desk v 6.3 install guide, upgrade guide, and admin guide). You can also view admin guides at this url: www.Expinion.net
I hope this info helps.
- Expinion.net team -
Question: How can I keep sensitive issues from appearing online?
How can I keep sensitive issues from appearing online?
Solution:
Issues are private by default. They have to be deliberately made public by an agent in order to be in the public knowledgebase.
To check this:
- Click on the Issues tab, page down to find the issue.
- Click on the update icon in the same row, and ensure that the Public checkbox is not checked.
- *Hint: While here, leave a note in the internal memo, similar to this:
“Do not make this issue public – JD.”
(An internal memo will not be visible to the public even if someone accidentally puts the issue in the knowledgebase.)
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