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Acitvity Stream

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Basic Search

Basic Search in Aritic Desk is to search the recent tickets created by the Admin, Agent or Customers.

  1. Through this it is easy to search the things performed in Aritic Desk.
  2. The search field is always being found in the upper left corner.
  3. The search is available for tickets, articles, customers and organizations, and starts while typing a search term.
  4. The results will be listed in short form below the input field.
  5. Click the “Search Details” button to get the full search result.

Multiple SLA policies

SLAs are set rules that define the level of services a customer can expect from the service providers. Your SLAs are used to determine the due by time for every ticket you create on Aritic Desk. You can also have default SLAs for your all customers or different SLAs for each customer type/tier.

To set the different or multiple policies, kindly follow the given steps: –

  1. Go to Aritic Desk Dashboard > Admin > Business Rule > Service Level Agreement > New SLA.
  2. In a new modal window inside “Ticket Selector”, create the policies according to your requirement.
  3. Click on “Submit” button.

 

Escalation email for SLA violation

With Aritic Desk, you can deliver resolution with accepted SLA and automatically escalate the ticketing issue to higher authority when there is delay. For this, please follow the below steps: –

  1. Go to Aritic Desk Dashboard > Admin > Business Rules > Service Level Agreement > New SLA.
  2. In a  new modal window, inside “SLA Times” you can activate the time for different ticket escalation.
  3. Click on “Submit” button.

Schedule Ticket Pending Close

In Aritic Desk, if the issue is resolved then the agent who has solved the issue can schedule the ticket pending close. Follow the below step to do the same: –

  1. Go to Aritic Desk Dashboard, select the ticket for which you want to schedule ticket pending reminder.
  2. From the right navigation bar inside “Status” option choose “Pending Close”.
  3. Click on “Update” button.

Schedule Ticket Pending Reminder

In Aritic Desk, if there is no response given to the ticket and the ticket owner can schedule the ticket pending reminder. Follow the below step to do the same: –

  1. Go to Aritic Desk Dashboard, select the ticket for which you want to schedule ticket pending reminder.
  2. From the right navigation bar inside “Status” option choose “Pending Reminder”.
  3. Click on “Update” button.

Automatic ticket assignment using Dispatch

In Aritic Desk the user can assign the automatic dispatch of ticket at any time,for this setup please follow the below step: –

  1. Go to Aritic Desk Dashboard > Admin > Business Rule > Automation.
  2. Click on “New Automation” or on the ticket in which you want to activate the automatic dispatch of the tickets.
  3. Here you can schedule the ticket dispatch timing accordingly inside “WHEN SHOULD THE JOB RUN?”.
  4. Click on “Submit” button.

Agent collision detection

Aritic Desk have the feature of Agent collision detection which tells that how many other agents are viewing or replying to a ticket, and who they are. This way, agents won’t pick up requests that their teammates have already picked up. Agent collision detection saves a lot of time for support members and frees them up for productive work hours instead.

You can view this feature at the bottom of the screen after clicking on the ticket: –

Report Profile & Analysis

Aritic Desk gives the facility to their user to analyze the ticket and profile at the real-time. This means the user can check the details of the work done on tickets.The real-time data reported is less than two minutes latent and auto-updates on a minute-by-minute basis.

To Analysis the profile  in Aritic Desk please follow the given steps: –

  1. Go to Aritic Desk Dashboard > Reports at the bottom of the screen.
  2. At the new page, you will get the screen like below.
  3. Click on “Real-time” tab, and choose the “ticket count”, “profile”from the left side of the screen for which you want to check the real-time activity.
  4. The result will be displayed on the screen.