Settings

You can find useful information about various settings releated to Helpdesk module in CDESK. Click the links below to read the articles:

SLA settings

Activation and modes of receiving emails into CDESK

Enabling calculations and proposals

Changing time for automatic acceptance of completed request

 

Here is a description of all possible settings in Helpdesk module, which can be found in Admin zone -> Main menu -> Global settings -> tab Helpdesk:

Helpdesk settings

Image: Helpdesk settings

Helpdesk nastavenia

Image: Helpdesk settings
Helpdesk

Enable Helpdesk - you can enable or disable Helpdesk module by clicking this checkbox

 

Customize Request fields

Monitor requests for changes - Requests updated since your last visit will display in bold

Use predefined values for new request creation - When enabled, it is possible to pick up from predefined case options and have the fields filled automatically

Allow multiple assignees - Enabling this options allows a request to be assigned to multiple operators.

  • Notify by email - when enabled, notification emails will also be sent to other assignees. 

  • Include in requests - when disabled, requests will not be displayed in additional assignees` calendars and lists

Agent responsible - Controls whether there is responsible person for overall handling of the request. If disabled, currently assigned agent is also the main responsible person. If set to Obligatory, this field must be set. If set to Optional, decision is to be made individually per request. 

  • Notify by email - when enabled, notification emails will also be sent to the responsible person

  • Include in requests - when disabled, requests will not be displayed in the agent`s calendars and lists

Place selection - If enabled, allows you to choose place in request. You can also use additional checkboxes to allow EasyClick account to choose place or to Add a new “Branch” column to request overviews.

Expenses - Concrete expenses are entered at separate customers

Device selection - Selection from the customer`s devices, on which the request is executed. It is possible to define hierarchy Operations - Places - Devices - Supplies. These objects can be created in the customer`s settings. You can use provided checkboxes to make the selection obligatory, or to allow the device selection for EasyClick accounts as well.

Supplies' selection - Enabled/Disalbes the ability to select required supplies for the request. This option is not available if the supplies are not enabled in CMDB (requires administrator rights).

Salesperson selection - Allows you to choose salesperson for your request

Billing deal selection - Controls the ability to select an accounting contract according to which the request will be billed

Requester (Individual affected) - Person requesting the service (in case the request is being created on behalf of the company or by an operator)

Customer request number - It can be used to link it with external systems

Request created by - It shows who created the request

Reassigning notifications (one per row) - In case the assignee of request is changed, it is possible to choose a simple message for new solver. This message will be shown in the beggining of subject of notification email about changing assignees. You can create these message by typing them into the text box, one per row

Payment method - Information about payment method stored in request. After enabling this option, text box for creating the methods will appear - List of payment methods. Enter them one per row.

Request closure codes - After you switch a request to status Completed, a text box to enter the reason of completion below - List of closure codes. Enter them one per row.

Block editing of invoiced requests - allows you to block editing of invoiced requests. You can decide whether to block only requests will all fulfillments invoiced or also those which have at least one fulfillment invoiced.

Request description - Decide whether the request description is mandatory or not.

Allow description editing - Controls the ability to edit the description field after a request has been submitted. 

Requests read-only - If enabled, requests will be editable only by their creator, assigned operator, main operator and administrator. If optional is selected, this option is controlled per request by a checkbox in Advanced data tab.

Protocol export and printing - allows you to predefine templates for printing

Default filter for customer accounts requests listings - Default view of requests in selected state after they get on the list of requests

Show discussion - Location of discussion in request

Require requests to be linked to a contact - Enabling this option will make contact selection mandatory

Default email format for new customers - Set simplified or complete email format to your customer (and possibly operators)

Send SMS notifications only for these events - Choose what events will generate SMS notifications. SMS will only be sent to request with adequate priority.

Disable new request creation - You can disable the creation of certain types of requests (Standard, Internal, Hidden)

Use optional request field - Serves to classify the request into a certain group, it is then possible to make independed statistical analysis over the group. You can choose from disabled, optional and obligatory.

Status setup for requests

- There is a variety of possible statuses of requests, you can enable or disable them, set the notification to customer settings, choose whether the status counts into response or time to resolve times.

Status setup for requests

Image: Status setup for requests
Deadlines, time measuring

Display response time in the list of requests -  If enabled, after missing the response time, the symbol will appear in the request list before the completion date. Click Show more to display more information and icons.

Highlight requests - The symbol "!" highlights the requests, which have less than the given number of hours remaining to record a response.

Preferential listing - On the top of the list of requests, requests awaiting response and those after deadline will be queued preferably.

Change of solver after missing the response time - If enabled, solver of request that missed the response time will be changed automatically

Entering of term of solver assignment - Term To Own (Can be only enabled, if the state "assigned" is enabled.)

Entering of term of alternative solution - Term To Alternative Solution (Can be only enabled, if the state "provided AS" is enabled.)

Automatic change of request status from quotation to ordered after - approving at least one line in offers, or you can switch off this functionality

Automatic status change of req. from completed to accepted completion after - N number of days. This actually happens if customer does not accept or reject the solution withing the selected period. Set it to 0 if you want to disable this functionality.

Entering of completion date into the past -  If enabled, it's possible to change the completion date in existing requests into the past, too. The new date, however, cannot be older as the request's creation date.

Text added to email when request changed to completed - A message that will be shown in the notification email about changing status of request to completed. There are text boxes for Slovak, English, Czech and Russian languages.

 

Request types

- This section allows you to create custom request types in multiple languages. You can decide, which statuses can be used by operators, customers, for easyclick requests, periodical tasks.

Request types

Image: Defining request types
Areas of request service

- Allows you to define your own areas of request service. It can be for example periodical service, preventive maintenance, repairs etc. It can be set for multiple languages. You can set specific operator or group as a solver of requests from certain area. You can also add e-mail addreses to receive notification from certain area of request by clicking empty space in the notification column.

Areas of request service

Image: Areas of request service

 

Types of importance

After enabling this option, you can use predefined types of importance: standard request, incident, security incident. Importance is not configurable in the current version of CM.

Proposals (Quotations) to request

Proposal (Quotation) tab - You can choose Classic - simple proposals or With internal approval - which consists of proposal by specialist, apploval by superior and acceptance by customer.

Internal scheduled time - allows you to plan time

Default responsible operator for proposals - choose operator who will be responsible for proposals

Default items unit in quotations - Chosen option will be defaulty shown in proposals. Choose from hours, pieces, days, monthly fees and more.

Note to delivery or approval - Settings are valid only for proposals with internal agreement, at classic proposal is note alwayws turned on

 

Calculations

Turn on calculations - Checbox for enabling and disabling calculations

Rates and default discounts (one per row) - You define you rates here, names, hourly rates and default discounts.

Default additional charge for express action - set additonal charge for express action

Default additional charge for transport - you can set rates for 1 km, 1 hour and regular fee.

Default additional charge for parking - set the default parking charge

Default handling additional charge - option to set additional handling charge