From Cerberus Helpdesk Wiki

Contents 1 Mail 1.1 Workflow 1.2 Overview 1.3 Search 1.4 Common Areas 1.4.1 Bulk Update 1.4.1.1 Bulk Update (Whole list/Only checked) 1.4.1.2 Bulk Update (Similar Senders) 1.4.1.3 Bulk Update(Similar Subject) 1.5 View Ticket 1.5.1 Conversation 1.5.1.1 Reply/Forward 1.5.1.1.1 E-mail Reply Templates 1.5.1.1.1.1 Create Template 1.5.1.1.2 Knowledgebase 1.5.1.1.3 Track Time 1.5.1.1.4 Attachments: 1.5.1.1.5 Next: 1.5.1.1.6 Sticky Note 1.5.1.1.7 Capture Feedback 1.5.2 Properties 1.5.2.1 Properties 1.5.2.2 Custom Fields 1.5.2.3 Send responses to: 1.5.3 Comments 1.5.4 Tasks 1.5.5 Requester History 1.5.6 Audit Log 1.5.7 Opportunities 1.5.8 Spam Analysis

Mail

The Mail tab is the meat and potatoes of Cerb4. If your workers aren't using Worklists, they will spend the majority of their time here - whether it is on the main Mail section, on a tab, or viewing a specific ticket. There are three tabs on this page, one for Workflow, one for Overview, and one for Search. Above and below the contents of each tab, you will see a row of buttons.

Workflow

The Workflow tab will show you all of the tickets in your system that are awaiting a reply or some other action from a worker.

Overview

The Overview tab will show you all tickets in the system, grouped into three categories: Open (tickets that are waiting on a worker reply and not assigned to a worker), Waiting (tickets that are waiting for a customer reply), and Assigned (tickets that are assigned to a worker and awaiting a worker reply or action).

Search

The Search tab will allow you to search through all of the tickets in your system.

All of the above sections have the same options at the top of your screen and at the bottom of the ticket list.

Common Areas

At the top of your screen, you will see:

• Send Mail: Clicking on Send Mail will allowed you to send an outgoing message.
• Open Ticket: Clicking on Open Ticket will allow you to open a ticket.

The difference between Send Mail and Open Ticket are simple - Send Mail allows you to send an outgoing message to someone, whereas Open Ticket allows you to open a ticket on behalf of a customer.

• Auto-refresh: Selecting a time interval in the dropdown box and clicking the Auto-refresh button will cause the current screen to be refreshed at the interval specified.
• Search:

At the bottom, you will see:

• bulk update: Clicking the bulk update button will pop up the bulk update panel.
• close: Closes selected tickets
• spam: Flags selected tickets as spam
• delete: Deletes selected tickets (will be removed next cron job run doc)
• move to: Immediately moves the selected tickets to the group (or bucket) you specify upon selection of the group.
• more: Clicking more reveals 6 more buttons:
  • not spam: Flags selected tickets as not spam
  • merge: Merges the selected tickets
  • take: Assigns the selected tickets to yourself
  • surrender: Unassigns the selected tickets from yourself
  • waiting: Flags the selected tickets as waiting for reply from the customer
  • not waiting: Flags the selected tickets as no longer waiting for a reply from the customer

Bulk Update

The Bulk Update panel allows you to perform mass actions on the entire list, just the checked items, similar senders, or similar subjects. You can move tickets, change their status, flag them as spam, set next worker, and set custom field values.

Bulk Update (Whole list/Only checked)

Bulk Update (Similar Senders)

Bulk Update(Similar Subject)

Clicking peek will pop up a panel that allows you to quickly view a ticket and its properties. The Message tab allows you to view the most recent message recorded for that ticket. At the bottom of the Messages tab, a link to the ticket is displayed so you can easily get to the full ticket display.

The Properties tab allows you to view and edit various properties related to the ticket.

• Status: Open, Waiting for Reply, Closed, or Deleted
• Subject: The subject of the ticket.
• Next Worker: You can select a user from the drop-down list. Clicking me will automatically select the user you are logged in as. Clicking anybody will unassign the ticket.
• Bucket: Selecting a group or bucket will allow you to move the ticket to that group or bucket.

Your custom fields will also be displayed on the Properties tab, allowing you to modify them quite easily.

Clicking a ticket in any of the sections will take you to the Conversation tab of the ticket screen.

View Ticket

The initial ticket screen will show you the entire conversation on the ticket, along with any sticky notes. Above the tabs, you will see several buttons

• Close: Clicking this button will close the ticket
• Spam: Clicking this button will flag the ticket as spam
• Delete: Clicking this button will delete the ticket
• Take: Clicking this button will assign the ticket to yourself
• Read All: Clicking this button will expand all messages in the ticket, displaying them in chronological order
• Move to: Selecting an item from this will immediately move the ticket to the selected group/bucket
• print: Clicking the printer icon will open a new page and automatically open your browser's print dialog.
• refresh: Clicking the refresh icon will refresh the ticket
• Track Time: Clicking the track time button will allow you to track the time you've spent working on the ticket. For more information on Time Tracking, see our Time Tracking guide

Conversation

Conversation displays all of the messages, comments (if it is configured under My Account -> General under Preferences - Mail:), and sticky notes for a ticket. Messages can be maximized or minimized by clicking the respective link in the upper right corner of each message. If you've pressed Read All, or have your account preferences set to Always used 'read all' mode, all messages will be maximized (and in chronological order).

At the bottom of each message, you will find several more buttons

• Reply: Opens the reply window
• Forward: Opens the forward window
• Sticky Note: Creates a new Sticky Note
• more »: Reveals two additional buttons
  • Print: Prints the page
  • Capture Feedback: Pops open the capture feedback dialog

Reply/Forward

• To/Cc/Bcc/Subject: These fields behave just as they would in a standard e-mail client.
• E-mail Templates: Clicking this button will pop up a dialog box, allowing you to insert or edit an existing E-mail Reply Template, or create a new one.
• Insert Signature: Clicking this button will insert the workers' signature at the location of the cursor.
• Knowledgebase: Clicking this button will display the Knowledgebase panel
• Track Time:
• Google Custom Search:

E-mail Reply Templates

• Folder: Select the folder you would like to view Email Templates from. The folder is displayed in large bold letters above the list of Email Templates.
• Create Template: Clicking Create Template will pop up yet another dialog box, allowing you to create a new template.
• Edit Selected: Clicking on Edit Selected will pop up the same dialog box as Create Template does, with all of the values filled in based on your selected E-mail Template.
• Cancel/X: Clicking Cancel or X will close the dialog box, returning you to the Reply/Foward screen.

Clicking a template title will allow you to insert that template at the current cursor's position in your message. Selecting the radio box next to a template and clicking Edit Selected will allow you to edit the template.

Create Template

• Title: The title of the E-mail Template
• Description: The description of the E-mail Template
• Folder: The folder the E-mail Template should be saved to
• Text: The text of the E-mail Template.
• Insert Placeholder: Selecting a placeholder from the list will insert that placeholder into the Text field. These placeholders behave identically to the E-mail Tokens in Group Setup -> New Ticket Auto-Response and Group Setup -> Close Ticket Auto-Response
• Save Changes: Clicking Save Changes will save the changes you have made to the E-mail Template
• Cancel/X: Clicking Cancel or X will close the dialog box, returning you to the Reply/Foward screen.

Knowledgebase

• -all topics-: Selecting a topic from this list will allow you to refine your search
• Search: After you entered your search term into the box and selected your topic, clicking Search will search the Knowledgebase for articles with your search term.
• Add Article: Clicking the Add Article button will pop up the Add Article box.
• Close: clicking the Close button will close the Knowledgebase panel

Track Time

Clicking the Track Time button reveals an overlay with a counter, a pause button, and a stop button. This overlay will appear on every page of the helpdesk until you hit the Stop button.

Once you hit the stop button, a Time Tracking panel will pop up. This panel allows you to save the Time Tracking entry.

• Activity: The activity you performed
• Time Spent: The time you spent on the selected activity in minutes
• Note: A brief description of the work performed. This field will be auto-populated with the Ticket Mask.
• Debit this time from client: The client to apply the time tracking entry to
• Save & Finish Hitting the Save & Finish button will save the time tracking entry, causing the time tracker to disappear and clearing the timer
• Resume Hitting the Resume button will cause the panel to disappear, not saving any changes, but allowing the time tracker to keep tracking time
• Cancel Hitting the Cancel button will cause the panel to disappear, and clear the timer

Attachments:

The Attachments area allows you to upload attachments

Simply choose the files you wish to upload. You can add more attachments by hitting the attach more link and reset all of the attachments by hitting the clear link.

Next:

• Open/Waiting For Reply/Closed: Select the status of this conversation. Open means waiting for worker reply, Waiting For Reply means waiting for customer reply, and Closed means the ticket is closed
• When would you like to resume this conversation?: This option will only appear if you have selected Waiting For Reply or Closed from the above options
• Who should handle the next reply?: Select the worker that should handle the next reply, or click me or anybody
• Would you like to move this conversation?: Select the group/bucket you want to move this conversation to, if any

Sticky Note

Clicking the Sticky Note button reveals the following form field, allowing you to add a sticky note.

You can add a sticky note by entering in the text you want. Checking the box for Notify workers will send a notification to the workers you select. Sticky notes will cause the message they are added to to always be maximized.

Capture Feedback

Clicking the Capture Feedback button pops up the following dialog box, allowing you to capture feedback based on this message.

• Author E-Mail: The author of the feedback; this field will be automatically filled in
• Quote: A quote from the person leaving feedback
• Mood: The type of feedback left (positive/negative/neutral)
• Link: The link to the feedback; this field will be automatically filled in

Properties

The Properties tab allows you to change information about the ticket. On this page, you can change the Subject, edit the requesters, and change custom field values.

Properties

• Subject: The subject of the ticket.
• Status: Open, Waiting for Reply, Closed, or Deleted
• Who should handle the next reply?: You can select a user from the drop-down list. Clicking me will automatically select the user you are logged in as. Clicking anybody will unassign the ticket.

Custom Fields

Your custom fields will also be displayed on the Properties tab, allowing you to modify them quite easily.

Send responses to:

You can add more recipients (requesters) by entering on e-mail address per line into the box. You can also remove them by checking the box for Delete.

Comments

The Comments tab displays all of the comments that have been added to the ticket, and also allows you to add a new comment.

Enter your comment into the box, then check the box for Notify Workers if you want the other workers to be notified about this comment. Hit Save Changes to submit the Comment.

Tasks

The Tasks tab displays all of the tasks associated with this ticket and allows you to add new ones.

• Add Task: Clicking this button pops up a dialog box, allowing you to add a new Task.

Clicking on a task in the list will take you to the Notes tab for that task. For more information, see our Screen-by-Screen article on Tasks.

Requester History

The Requester History tab allows you to see the entire history for this requester.

The requester history tab behaves the same way as all of the other ticket lists. In the upper right corner, you can change what to display history for: this specific requester (E-Mail) or the entire domain name (in this case *@cerberusdemo.com).

Audit Log

The Audit Log tab allows you to see all of the actions performed on this ticket.

Opportunities

The Opportunities tab shows you all of the Opportunities for the requester this ticket belongs to.

Clicking an Opportunity in the list takes you to the Notes tab for that Opportunity.

Spam Analysis

The Spam Analysis tab shows you the spam information relating to the ticket.