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Service Desk V2 Admin Guide

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Service Desk Staff Panel > Manage Tools
  • Introduction To Service Desk V2 Module
    • Login To The Service Desk V2 Module
  • Service Desk Admin Panel
    • Configure Staff Settings
      • Configure Agent Profile
      • View And Manage Departments
      • Create Teams
      • Manage Groups
    • Email Management
      • Email Configuration
      • Blocked User Email Addresses
      • Email Templates
      • Configure Email Settings
      • Test Outgoing Emails
    • Manage Service Desk
      • Help Topics
      • Service Level Agreements (SLA)
      • Create A Ticket Workflow
      • Ticket Priority Settings
    • View And Manage Ticket Section
      • Ticket Settings
      • Set Auto Response For Tickets
      • Alert And Notices
      • Ticket Statuses
      • Ticket Ratings
      • Close Ticket Workflow
      • Add A Location
      • Ticket Types
  • Service Desk Staff Panel
    • Staff Panel Dashboard
      • View Dashboard Reports
      • View And Manage Reports
      • View Statistics
    • Manage Users And Organizations
      • Manage Users
      • Manage Organizations
    • Manage Tickets
    • Manage Tools
      • Canned Response
      • Create And Manage Knowledge Base
    • View Report
  • About ITarian

Manage Tools

 


Login to Agent panel > ‘Tools’

  • You can create predefined templates and articles in tools bar. Canned response used to quickly insert pre-formatted reply templates into your messages while knowledge base promotes self-help in your support portal by posting an article to the end-users.


 

The following sections explain more on:

  • Create a canned response

  • View knowledge base
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