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Kisii University Online ICT Help Desk and Ticketing System Guide

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Welcome to Kisii University Online ICT Help Desk and Ticketing System!

Here is a short guide to get you started.
 


STEP #1: setup your profile


  1. go to Profile,
  2. set your name and email address.

 


STEP #2: configure Kisii University Online ICT Help Desk and Ticketing System


  1. go to Settings,
  2. you can come back to the settings page later and explore all the options. To view details about a setting, click the [?]

 


STEP #3: add ticket categories


Go to Categories to add ticket categories.

 


STEP #4: add staff accounts


Go to Users to create new staff accounts.

You can use two user types in Kisii University Online ICT Help Desk and Ticketing System:

  • Administrators, who have full access to all Kisii University Online ICT Help Desk and Ticketing System features
  • Staff, who have access to limited privileges and categories

 


STEP #5: useful tools


You can do a lot on the Tools page, for example:

  • create custom ticket statuses,
  • add custom input fields to the "Submit a ticket" form,
  • modify email templates,
  • and more.

 


STEP #6: create a knowledgebase


A clear and comprehensive knowledgebase can drastically reduce the number of support tickets you receive, thereby saving you significant time and effort in the long run.

Go to Knowledgebase to create categories and write articles for your knowledgebase.

 


STEP #7: don't repeat yourself


Sometimes several support tickets are addressing the same issues - allowing you to use pre-written ("canned") responses.

To compose canned responses go to Canned page.

 


 


STEP #9: stay updated


 


STEP #10: look professional


 

Again, welcome to Kisii University Online ICT Help Desk and Ticketing System and enjoy using it!

Mogoi Bartholomew
Technical Developer and Programmer

Attachments:
Ticket2.pdf Ticket2.pdf

 
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