The request list is the main work page for helpdesk system users. It is very important that the functional interface is intuitive and convenient for each agent of the customer service department. The list is updated automatically when a new request is received from a client or when any other actions are taken in existing dialogs.
The incoming requests are distributed by statuses, each operator can view the tasks where they was selected as an assignee and the incoming requests to the departments of the company. The search, for convenience, is done by subject and content.
A call center operator or an administrator can create additional views: a selection of requests by the specified conditions and add tags. They are displayed on the left side of the module and are always at hand.
Without opening a request you can:
- view the first and last message thanks to the preview function;
- edit fields, e.g. transfer the request to another departent of the organization and assign an agent;
- group actions, such as merging or changing deadlines.
You can set the number of displayed requests on the page, add and change the position of columns individually. In the default setting the following information is available: subject, unique number, last reply, status, priority and activity.