Supervising the Helpdesk using RSS
From Cerberus Helpdesk Wiki
Cerberus' RSS feature makes it possible to monitor incoming tickets without having to watch your browser.
The following method works even if you are not logged into Cerberus.
Contents |
Overview
1. Create an RSS feed for an inbox that you wish to monitor
2. Install an app that pops up notification balloons from your desktop system tray
3. Configure the app to watch your RSS feed
JRSSTray is free (I like free). Read more about it here: [1]
I have no affiliation with the developer.
RSS System installation
Notes: Instructions for Windows only, but this is a JAVA app, so could possibly work on other systems. You will need a JAVA runtime installed on the desktop.
1. Download JRSSTray: [2]
2. Move the file to c:\program files\JRSSTray using Windows Explorer
3. Then click and hold down on the file in Windows Explorer
4. Drag to Start / Programs / Startup – this will cause the program to start every time you turn on the computer
5. Double click on the file to start JRSSTray (just this time, will load automatically from the next Windows startup)
Create the RSS feed
Note: I created an RSS feed only for the worker inboxes because of the volume of mail arriving for Dispatch.
You could make as many watcher RSS feeds as you like, as JRSSTray can watch multiple feeds.
1. Go to Cerberus / My Mail
2. Click on the RSS icon at the top right of your mail list
3. Change the Feed title to My Tickets
4. Press Save Changes
5. Copy the RSS url
Add RSS feed to JRSSTray
1. Right click on JRSSTray in the system toolbar
2. Click on Add feed
3. Paste the URL
4. Press OK
From now on, a balloon notification will come up telling you of new tickets that have been assigned to you.
If you are logged in to Cerberus, you can click on the balloon link to go directly to the ticket.
