Help Desk and Task Management System Training Center

Resources to help you become expert at using tiHelpdesk.

Help Links to our Ticket System's Features

The tiles below provide links to the help desk and ticket system most popular topics and documentation. Click on the relevant tiles below that display the topic you need help with. You will be taken to the relevant section of the training and help documentation. Reviewing the documentation will increase your help desk productivity. To review all online help desk documentation then click here.

Perform a specific action on more than one ticket using bulk actions. You can select multiple tickets by clicking the checkbox next to each desired ticket in the ticket system’s grid list and click...
Staff and end consumers can create and reply to tickets using email. This allows consumer users to create tickets in your ticket system for easy issue tracking and resolution. This allows everyone a...
Files can be attached to a ticket using the dashboard or sent via email. All files attached to a ticket can be easily viewed and downloaded with one button click. There is no need to scroll through a...
Images can be pasted in line from your clipboard or dragged and dropped inline for insertion into a ticket or reply’s body text. All standard image formats are supported.
tiHelpdesk's responsive site design is device friendly. This means that all of your ticket systems' customers and staff will be productive and have access to all of the ticket portal functionality ir...
Staff members can attach private notes to a ticket. Private notes can only be seen by staff members and cannot be seen by customers.
Customers and staff members can attach public notes to a tasks or issue. Public notes can be seen by everyone allowed to view a ticket.
Screen Recording
Assign task or issue priority for SLA compliance and initial prioritization of resolution for staff.
You can create your own task and issue status or use the ticket system's predefined ticket status settings. Ticket statuses help keep your staff members focused on what is important and know where a t...
Sometimes mistakes are made. Undo provides staff members time, after sending a reply or adding a note on a ticket, to make corrections by returning to the reply or note edit mode.
Often end consumers will add multiple issues in one ticket. Splitting tickets allows a new tickets to be created easily with content supplied in the original ticket. This makes traсking separate is...
Custom theme
Tikit.info's responsive site design is device friendly. This means that all of your ticket systems' customers and staff will be productive and have access to all of the ticket portal functionality ir...
The ticket system allows you to use your own domain in addition to the default tikit.info URL We even provide the ability to secure your domain with a free SSL certificate for use in while accessing y...
Assign tickets
Internal tickets can be assigned to staff members without customer visibility. This allows your organization to manage all work related tasks from one ticket system.
Tickets can be linked together allowing users to see related issues. Ticket linking supports many to many and one to many relationships allowing optional ticket dependencies and relationships to be c...
Use products and groups to control ticket visibility and assignment. Ensure that tickets get routed to the appropriate staff quickly and easily.
A ticket can be shared between users in a company or group, between staff members with staff groups, multi assignment and watch lists. Tickets can also be shared using ticket specific publicly accessi...
Products and Groups can be assigned predefined “Topics.” Topics can be selected at the time of ticket creation or by editing a tickets. Ticket assignment can be automated based on the tickets t...
Add specific tickets to a staff members To-Do list and sort the tickets in their list by work priority using drag and drop. Staff members can address the first items on their To-Do list ensuring tha...
Staff members and customers can be added as a watcher to any ticket. Adding a user as a watcher automatically grants them ticket privileges.
You can edit the templates for all notifications sent from the ticket system. This includes email, browser push and in app alerts (with SMS messaging coming soon.)
Administrators can set global notification settings or allow users to change their own settings.
Browser Push notifications
Recent Activity
Both the ticket’s caption and body text as well as the text for all ticket replies and notes is indexed using Full-Text indexing and is searchable.
Search and filter tickets on any caption or body text in the ticket or replies as well as values in product or group, topic, contact, company, last activity date, status date created, date due. Easily...
Save ticket system filters to switch between filtered list views with one click.
Users automatically receive in browser notification when they are being asked to join a call.
Chat while on a call to share important information with other members on the call.
Depending on your provider selection you can record and share your meeting.
Create a call by clicking on a customer or staff member. Invite multiple users to join the call. Send a call invite. Even send a call link for registered users and guests.
Raise your had while in a call to be recognized by the moderator.
While on a call you can share your screen and collaborate with customers and staff.
Schedule call for any future date or duration and send a call invite that can be added easily to the most common calendar apps.
*Actual features vary depending on subscription level. Some features require a paid subscription plan.

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