Remember The Red Dot episode from Seinfled, the greatest show ever? (Tenmiles has a serious bunch of Seinfeld fans too). Read on to see what our very own red dot in Helpdesk Pilot means.
The red circle that may appear at the end of the ticket box, indicates that the last reply on the ticket has been sent by the customer. This can be particularly useful while going through the tickets on the Ticket view page to immediately identify those tickets which requires the staff’s attention. Once the ticket has been replied to by the staff, the red circle will go away and be replaced by a more soothing grey one.
Your staff can now go ahead and work towards attending to those tickets with the red dot, just by taking a glance at the tickets view page.
Useful? Leave us a comment.
Tags: Customer Support, efficiency, help desk management, Helpdesk Pilot, Tips & Tricks, Web based helpdesk
I would like a mechanism for the help desk support person to MANUALLY turn off the red dot. Quite often the user replies "okay that worked!" and we don’t need to reply. So the red dot will stay there forever. That’s the same problem with the asterisk in V4.