iDESK
Use iDesk for managing support tickets. iDesk is a versatile helpdesk or ticket management system that can be used to efficiently handle and track customer support requests. It allows organizing and prioritizing incoming support tickets, assigning them to specific agents or teams, or pre-assigned teams will auto-assign new tickets, and track their progress until they are resolved. This can be a valuable tool for businesses and organizations to provide timely and effective support to their customers or users.
Additionally, iDesk allows you to upload your product details to share product knowledge and FAQs for the comfort of product users. With iDesk, you can manage support hassle-free, making it a valuable asset for ensuring customer satisfaction and resolving issues efficiently.
Here are the key points about using iDesk for support ticket management features:
- Pre-Assign Member: This notable functionality within iDesk ensures seamless ticket distribution, promptly assigning incoming tickets to the respective staff or agents based on subject categories without the necessity for manual assignment. This optimized process significantly augments project management by expediting the allocation of team members within the system, thereby enhancing overall efficiency.
- Efficient Support Ticket Handling: iDesk streamlines the process of receiving, organizing, and managing customer support tickets, ensuring a more efficient workflow.
- Prioritization and Assignment: You can easily prioritize support tickets and assign them to specific agents or teams, ensuring that critical issues are addressed promptly.
- Progress Tracking: iDesk enables you to monitor the progress of each support ticket, from the moment it's opened to its resolution, allowing for better tracking and accountability.
- Knowledge Sharing: The platform allows you to upload product details and FAQs, providing valuable product knowledge to both users and support agents.
- Hassle-Free Support: iDesk makes support management hassle-free by providing the tools and features needed to deliver timely and effective support to customers or users.
- Enhanced Customer Satisfaction: With iDesk, you can better meet customer needs, leading to increased satisfaction and loyalty.
- Centralized Support Hub: iDesk serves as a centralized hub for all your support-related activities, making it easier to manage and maintain a high standard of support.
- Customization: You can tailor iDesk to your specific business needs and workflows, ensuring it aligns with your support processes.
- Reporting and Analytics: iDesk offers reporting and analytics features that can help you assess support performance and make data-driven improvements.
- Scalability: Whether you're a small business or a large enterprise, iDesk is scalable and can adapt to your growing support requirements.
- Multi-Envato Account Management: iDesk allows you to manage multiple Envato items efficiently. Envato Multi-Account is a powerful feature within iDesk that revolutionizes the management of Envato accounts, providing users with enhanced convenience and efficiency. Here's how it helps:
- Centralized Management, Effortless Configuration, Streamlined Product Import, User-Friendly Account Activation, and Settings Update.
In summary, Envato Multi-Account in iDesk facilitates the efficient management of multiple Envato accounts, allowing users to toggle between them, import products effortlessly, activate specific accounts for seamless logins, and easily update configurations. This centralized approach enhances user convenience and productivity, making iDesk a comprehensive solution for users with multiple Envato.
- Auto Ticket Assignment: Tickets can be automatically assigned to the appropriate support teams for quicker resolution.
- Full HR Management: iDesk includes comprehensive human resources management features.
- Knowledge Base Documentation: You can create and manage a knowledge base with detailed documentation.
- Version Control: Maintain and manage different versions of your products or services.
- Advertisement Banner Options: iDesk provides options for displaying advertisement banners.
- FAQ Integration: Easily incorporate frequently asked questions(FAQs) into your support system.
- Secret Login: Secure access with secret logins for added privacy and protection.
- SEO-Friendly Knowledge Base URLs: Ensure that your knowledge base articles have SEO-friendly URLs for better visibility.
These features make iDesk a versatile and comprehensive solution for support ticket management and related operations.
There are three types of user panels. Panel one is for super admin,panel two is for admin/stuff/Agent and panel three is for User/Client.
Super admin can watch details from the Dashboard.
There are features for super admin to manage iDESK.
Under the"Knowledge" category, Some subcategories are available, including options such as"Add Project,""Add Category,""Add New," and"All Post" in the dropdown menu.
- Add Project:
To include a new project, which refers to a product in this context, follow these steps:
Project Name: Enter the name of the project.
Slug: Input the data in the slug for a URL that is SEO-friendly.
Envato Item ID: Provide the relevant ID for Envato.
Color Selection: Click on the color button to choose the desired color from the menu.
Project Image: Click on the"Project Image" button. Browse and select the desired image for the project.
Visibility: Check the box for visibility. Choose either Public or Private based on requirements.
Saving Data: Click the"Save" button to store the entered data.
Project List: On the right side, a Project List will appear with details such as SL, Project Name, Project Image, Envato Item ID, Status, and Color. The"Action" button under the Project List allows you to Edit, Delete, Manage Project, and Manage FAQ.
This structured process ensures the systematic addition and management of projects easily and efficiently.
- Category:
In the Category section, adding a new category involves the following steps:
- Project Selection:
- Start by choosing the PROJECT NAME* from the dropdown menu.
Category Information:- Input the CATEGORY NAME* for the project.
- Enter SEO-friendly data in the slug for the URL.
Parent Category:- Optionally, select a PARENT CATEGORY by using the dropdown menu.
Visibility:- Choose the visibility by clicking the box for Public or Private.
Module and Version:- If it is a MODULE, check the corresponding box.
- Similarly, check the box for VERSION if applicable.
Description:- Provide a descriptive text for the category in the DESCRIPTION box.
Saving Data:- Click the"Save" button to preserve the entered data.
Category List:- On the right side, a Category List will display details such as SL, Category Name, Parent Category, Module, Version, and Status.
Action Options:- Utilize the“Action" button under the Category List to Edit or Delete categories as needed.
This systematic approach ensures the effective addition and management of categories with attention to detail and clarity.
- Add New(Add new post or article)
When adding new knowledge, follow these steps for a polished and professional approach:
- Title and Content Input:
- Commence by entering the TITLE and providing detailed knowledge in the content box.
Content Refinement Tools:- Utilize the tools located at the top of the content box for fine-tuning your content.
Preview, Draft, and Publish:- On the right side of the title box, find buttons for Preview(to preview content), Draft(to save content as a draft), and Publish(to publish the content).
Category Selection:- Before publishing, ensure to check the box for the relevant CATEGORY name.
- If adding a new category, click on the +ADD Category button below the category box.
Project and Category Details:- From the dropdown menu, select the PROJECT NAME*.
- Input the CATEGORY NAME* in the designated box.
- Optionally, choose the PARENT CATEGORY from the dropdown menu.
Module Direction:- Indicate whether it is a MODULE by selecting Yes or No.
Tags Addition:- To add tags, click the down arrow and input the desired tags.
Saving Data:- Click the"Save" button to preserve the entered data.
This methodical process, coupled with the available tools, ensures a comprehensive and professional approach to adding new knowledge, enhancing the overall quality of the content.
- All Post
The"All Posts" option serves as a comprehensive view of all knowledge posts, presenting a detailed list including SL, Title, Category, Created By, Tag, and Date.
Overview:
- List Display: Access a list of all posts showcasing essential details.
Filtering Options:
- Project Selection: By clicking on"All" in the dropdown menu, users can filter posts by Project name.
- Search Functionality: Utilize the search option in the upper middle of the website for specific searches.
Quick Actions:
- Shortcut for New Knowledge: On the right side, find a shortcut key for quickly adding new knowledge posts.
- Editing and Deleting: Beneath the title menu, discover dedicated buttons for EDIT and DELETE, facilitating seamless content management.
Navigation Convenience:
- Numeric Navigation: At the bottom, numeric navigation buttons are available for effortless movement through the posts.
This user-friendly interface not only provides a comprehensive overview of all knowledge posts but also offers convenient tools for efficient content management and navigation.
The Support Ticket is the most important part of iDESK. It's a tool that helps a company seriously talk with customers. Here's why it's so important:
- Finding and Fixing Problems: It's like a detective tool. It helps the company track and solve issues.
- Deciding What's Important: It helps the team figure out which problems are super urgent and need fixing right away.
- Giving Jobs to the Right People: It's like a traffic cop for tasks. It tells the team who should do what to fix a problem.
- Making Customers Happy: When a problem gets fixed fast, customers are happy. So, it's like a happiness tool too.
- Writing Down What Happened: It's like a diary. It keeps a record of what problems happened and how they got fixed.
- Helping Everyone Learn: It's a teacher tool. The team can learn from past problems and get better at helping customers.
- Following the Rules: It's like a rule book. It helps the company do things the right way, following the law and other important rules.
So, the Support Ticket isn't just a tool. It's like the superhero that keeps everything running smoothly and makes everyone happy!
Support Ticket:
Within the"Support Ticket" category, there are distinct subcategories, one of which is
- Tickets:
When selecting the"Ticket" option under the support ticket section, a comprehensive set of menus and windows dedicated to ticket management becomes accessible. This interface provides a detailed overview of all tickets, featuring information such as ID, Customer, Ticket Summary, Status, Priority, Assignee, Last Message, and Action.
The status of a ticket can be modified to reflect its current state, with options including close, pending, spam, locked, or on hold, accessible through the dropdown menu under the"Status" field. Additionally, the priority status can be adjusted to High, Medium, or Low as needed.
Efficient workflow management is facilitated by the capability to assign tickets to specific support staff. This ensures that responsibilities are clearly defined and tasks are directed to the appropriate team member.
Under the"Action" category, users can perform various functions such as deleting a ticket or marking it as paid. This feature enhances the overall flexibility and control in ticket administration, allowing for streamlined and effective ticket handling. to see a ticket just click on it. you can reply add notes, change status, or assign a member to give customer support.
To initiate the creation of a new ticket, you can select the"Create New" option. It is imperative to populate mandatory fields such as Project or Product*, Category*, Subject*, Select Status*, and Provide a Detailed Description*. This ensures that essential information is captured to facilitate effective ticket handling.
To navigate back to the iDESK home page, simply click on the menu named"DASHBOARD." This provides a convenient way to return to the main interface, maintaining a seamless user experience within the iDESK platform.
Mine:(admin or agent own ticket)
In the ticket section, there is a designated menu titled"MINE." Upon selecting this option, users gain access to a personalized list featuring their respective tickets. Priority levels within this list can be easily modified by selecting the dropdown menu. Additionally, users have the capability to reassign tickets to other individuals. The"Action" section provides a range of functionalities, allowing users to either delete a ticket or update the customer's status to"paid." This sophisticated interface ensures efficient ticket management and empowers users with diverse options to streamline their workflow.
Unassigned: this menu shows all Unassigned Tickets. Status and priority can be changed by clicking the dropdown menu. and can be assigned to staff.
To establish a new folder for client management, simply click on the"+" button. This intuitive feature enables users to efficiently create and organize folders, enhancing the overall client management process for each user having a private folder management system.
Kindly access the status menus to review the present status of the ticket. This action will provide you with up-to-date information regarding the current status of the ticket in a professional manner.
- Add Products:
To include a new product, enter the required product name in the designated"PRODUCT NAME*" field. To attach an image to the product, select the"PRODUCT IMAGE" button and choose the appropriate image file. Conclude the process by clicking the"Save" button.
On the right side, the product list is conveniently displayed. Here, you can review all existing products. To make modifications or remove a product, select the respective product and choose the"Edit" or"Delete" option from the"Action" menu. This provides a streamlined approach to managing and adjusting product details as needed.
- Imported Products:
In this section, you have access to the comprehensive list of imported products, featuring details such as Serial Number(SL), Item ID, Product Name, and Type. Utilize the search option to efficiently locate specific products by name. This functionality enhances the user experience by providing a quick and targeted means of accessing relevant information within the Imported Products list.
- Add Ticket Category:
To add a new category, input the desired category name and then specify the parent category by selecting from the dropdown menu. Subsequently, ensure visibility by checking the appropriate box, specifying whether it should be public or private.
On the right side, the Ticket Category List is conveniently displayed. For further management, select the desired category and utilize the"Select" option under the"Action" menu to either edit or delete. This approach streamlines the process of maintaining and organizing ticket categories within the system.
- Ticket Settings:
Within the Ticket Settings option, you gain control over the availability time of tickets by specifying start and end times for each day. Easily apply these settings to all days with a single click. Additionally, the capability to add holidays for the year is available, and you can view the list of designated holiday years.
To include a new holiday, enter the required data for"HOLIDAY NAME*" and select the corresponding date. For Ticket Email Settings, input the desired character limit for the mail body. Under the Ticket Close Settings option, establish the duration for which a ticket will remain closed if a customer does not reply within the specified time.
Furthermore, the addition of Ticket Notes is facilitated through the dedicated text box. You can organize the ticket list for administrators using the on-off switch, providing a convenient way to tailor the display according to preferences. These settings collectively contribute to efficient ticket management within the system.
- Add Canned Replies:
In this section, you have the capability to incorporate predefined responses by adding canned replies. Begin by inputting titles and determining whether they should be shared by selecting"Yes" or"No." Craft the content within the designated text box.
On the right side, an organized list of canned replies is presented, complete with details. Save your entries by clicking the designated button. For further refinement, utilize the"Select" option under the"Action" menu to either edit or delete canned replies as needed. This structured approach enhances the efficiency of managing and deploying predefined responses within the system.
- Pre Assign Member
In this section, you have the ability to proactively assign team members to specific projects effortlessly. Simply navigate to the dropdown menu labeled"Assign," and with a straightforward click, pre-assign the desired team member to the project in question. This streamlined process enhances project management by facilitating quick and efficient team member allocation within the system.
- Feedback
In this section, a comprehensive display of feedback details is accessible for your review and analysis.
These subcategories likely represent different functionalities or options for managing and handling support tickets within the"Support Ticket" category.
Under the"Frontend CMS" category, you'll find several subcategories, including:
- Common Header Links
- Footer Settings
- Static Page
It is necessary to provide data for Common Header Links, configure Footer Settings, and add a Static Page by selecting the designated options. This ensures the seamless integration and customization of essential elements within the platform.
These subcategories likely represent different elements and settings related to managing the front-end content and layout of a website or application.
Under the"FAQ"category, you'll find several subcategories, including:
- Add FAQ:
To incorporate a Frequently Asked Questions(FAQ) entry, commence by entering the FAQ Title. Subsequently, expound upon the details within the designated text box beneath the FAQ Title. To designate the appropriate category for the FAQ just select the categories and conclude the process by clicking on the SAVE button to preserve the FAQ entry.
- FAQ List
Upon accessing the FAQ List, a comprehensive compilation of all FAQs is readily available for review. For the purpose of modification, select the desired FAQ and proceed by clicking the"Edit" button. Conversely, to remove a specific FAQ entry, utilize the"Delete" button for efficient removal from the list.
These subcategories likely pertain to the management and organization of frequently asked questions(FAQs) on a website or application.
Under the"Customer" category, you'll find a subcategory named"All Customer." This subcategory likely represents a comprehensive list or view of all the customers associated with a business or organization.
Within the"Human Resource" category, there exists a designated section for managing staff members. Upon selecting the"Staff" option, a comprehensive list is presented, encompassing essential details such as Serial Number(SL), Name, Username, Email, Phone, Profile, Status(toggleable between on/off), Department, and Registration Date. The Action section provides a range of options, including the ability to view, edit, delete, or employ a Secret Login.
To incorporate a new staff member into the system, the process involves clicking the"ADD NEW STAFF" button. Subsequently, inputting all pertinent information is required, followed by the execution of the save command.
This structured approach ensures a systematic and organized method for managing the personnel within the Human Resource domain.
- Role:
To introduce a new role, input the role name and proceed to click on the"Save" button. The list of roles will then be displayed on the right side. For the purpose of assigning permissions, editing, or deleting a role, navigate to the respective role and click on"Select" under the Action section.
This streamlined process ensures an efficient and organized management of roles within the system, allowing for seamless assignment and adjustment of permissions as needed.
- Department
Upon selecting the"Department" menu, a comprehensive list of departments will be presented, featuring Serial Number(SL), Name, Details, and Status. In the Action section, a dropdown menu is available, offering the options to edit or delete.
This structured presentation facilitates efficient management of departments, providing the necessary tools for editing or removing entries as required.
These subcategories likely relate to different aspects of managing human resources, such as employee information, roles, and organizational departments.
Under the"All Activity Log" category, there are several subcategories, which include:
- Activity Logs
Within this section, all activity logs are readily accessible for review. For the purpose of comprehensive data clearance, the"Clean All" button is provided as a means to systematically erase all logged information.
This functionality ensures a streamlined and efficient process for both monitoring activity logs and initiating a thorough data clearance when required.
- Login Activity
The platform provides a comprehensive overview of all login and logout activities. Additionally, functionality is incorporated with a designated button labeled"Clean All" to systematically erase all log information.
This feature offers a convenient means to monitor and manage login and logout data, with the added capability to initiate a thorough cleanup of the log records when necessary.
These subcategories are likely related to tracking and monitoring various activities and login events within a system or platform.
Here are the instructions for the"General Settings" under the"System Settings" category presented with a more professional tone:
General Settings:
- Logo Upload:
- To upload your logo, click on the"UPLOAD LOGO" button. This will allow you to browse and select the logo you wish to upload. The same procedure applies if you want to upload a Favicon or any other image; simply click the relevant button and select your desired image for upload.
System Title:- Input your system title under the"SYSTEM TITLE" field.
System Defaults:- Utilize the dropdown menu to select your preferred system default language, date format, and time zone.
Homepage Project Limit:- Specify the number of projects to be displayed on the homepage by entering a numerical value.
Meta Site Information:- Provide data for the META SITE TITLE, Meta Description, and META TAGS fields.
Advertisement Display:- Use the checkbox labeled"ADDS LINK SHOW IN" to define whether advertisements should be displayed on the same page or in a new window. Under"ADDS LINK," input the URL for the advertisements.
Homepage Menu Limit:- Define the limit for the number of menu items displayed on the homepage by entering the desired value.
File Upload Limit:- Set the maximum file upload size in megabytes(MB).
Advertisement Text:- Input the desired text under the"Adds Text" menu.
Save Settings:- Finally, ensure that you save your settings by clicking the"UPDATE" button.
Please ensure you click"UPDATE" to save any changes you make.
Email Template:
Displayed below is a comprehensive list featuring Serial Number(SL), Template Type, Subject, and Activation status, which can be toggled on or off with a simple click. Additionally, the data entries can be modified or updated by selecting the'Manage' button.
Email Settings:
Here's a more professionally phrased version of the instructions for Email Configuration::
- Selecting Active Gateway:
- Under the“ACTIVE GATEWAY" section, you have the option to choose the email gateway type, either SMTP or PHP Mail, by selecting the checkbox.
Sender Information:- To configure the sender details, please provide the required information in the"SENDER NAME" and"SENDER EMAIL" fields. Once entered, click the"Save" button to confirm your settings.
Sending a Test Email:- If you wish to send a test email for verification, input the recipient email address in the"SEND A TEST EMAIL TO" field, and compose the email text in the"MAIL TEXT" section.
- After composing the message, click the"SEND TEST MAIL" button to initiate the test email.
These steps will help you set up and verify your email configuration
Envato Setup:
Envato accounts within the software. Here's how it works:
- Enabling/Disabling Envato:
- Activate or deactivate the Envato mode by toggling the"On/Off" button.
Account Configuration:- Easily link your Envato accounts by entering the corresponding Envato ID, secret, and personal token.
- Assign a custom name to each account for easy reference(e.g., Envato One, Envato Two, Envato Three).
Product Import:- Effortlessly import all products associated with the linked Envato accounts.
- Streamline your workflow by consolidating products from various Envato accounts.
Account Activation:- Enable the"Active This Account" feature to allow users to log in using their Envato credentials.
- Upon activation, users gain access to their purchased list, providing a seamless experience.
Updating Settings:- Finally, ensure that you save your changes by clicking the"UPDATE" button.
- These steps will help you configure your Envato settings.
This feature enhances user convenience by centralizing Envato account management and simplifying the importation of products associated with each account. The"Active This Account" button ensures users can effortlessly log in with their Envato credentials and access their purchase history associated with the active account.
RECAPTCHA Setup:
- Enabling/Disabling RECAPTCHA:
- Control the activation of RECAPTCHA by toggling the"On/Off" button.
RECAPTCHA Setup:- Configure your RECAPTCHA settings by providing the following information:
- RECAPTCHA SITE KEY(required)*
- RECAPTCHA SECRET KEY(required)*
By following these steps, can manage RECAPTCHA settings.
Preloader Setting:
Here are the instructions for configuring the preloader:
Preloader Configuration:
- Preloader Status:
- You have the option to manage the visibility of the preloader by using the"Show" or"Hide" checkbox under the"PRELOADER STATUS" section.
Preloader Type:- Tailor the preloader to your preferences by choosing between"Animation" or"Image" from the available options.
- If you select the"Image" type, simply click on the image to browse and select your desired preloader image. Be sure to confirm your selection by clicking the"Save" button.
These settings provide you with the capability to configure the preloader to suit your needs.
Ignore IP:
- Adding New Ignored IP:
- To add a new ignored IP address, simply input the IP and it will be listed on the right-hand side for your reference.
Deleting Ignored IP Addresses:- To remove an ignored IP from the list, select the IP address from the dropdown menu, and it will be deleted accordingly.
These steps allow you to manage the list of ignored IP addresses.
Language Setting: Here's a more professionally worded description of the language list and its associated details:
- Language List Overview:
- The language list provides a comprehensive view of language entries, including their Serial Number(SL), Name, Code, RTL/LTR alignment, and an activation status that can be controlled with an on/off toggle button.
Managing Language Entries:- To interact with a language entry, utilize the action buttons. You can either edit or initiate a translation by selecting the appropriate action.
These features enable you to professionally manage the languages within your system.
Adding a New Language:
- Initiating Language Entry:
- To introduce a new language, simply click the"ADD NEW LANGUAGE" button. This action will open a new window for language entry.
Language Entry Details:- Within the new window, provide the following information:
- Name(mandatory)*
- Code(mandatory)*
- Native Name(mandatory)*
- Choose the appropriate option for RTL/LTR alignment.
- Select the desired status from the"Active" or"Inactive" options.
Saving Your Changes:- Once you have entered all the requisite information, click the"SAVE" button to confirm and save your new language entry.
These steps enable you to incorporate a new language.
Backup:
Here are the instructions for uploading an SQL file and generating a new backup:
SQL File Upload and Backup Generation:
- Uploading an SQL File:
- To upload an SQL file, click the"BROWSE" button, then select the desired file. Confirm the upload by clicking the"SAVE" button.
Generating a New Backup:- To create a new backup, simply click the GENERATE NEW BACKUP button. A list of database backups will then be displayed, featuring Serial Number(SL), Date, File Name, and the option to download. Actions can also be performed using the provided action button.
These features allow you to manage your database backups.
Utilities:
Within this section, you have access to a range of useful functions to maintain and optimize your system:
- Clear Cache: This option allows you to remove cached data, enhancing system performance.
- Clear Log: Use this feature to clear system logs, ensuring a clean and organized record.
- Disable App Debug: Toggle off the application debugging mode for a more streamlined and secure operation.
- Enable Force HTTPS: Activate the HTTPS security protocol to safeguard your data transmission.
- Reset Database: Restore your database to its default state, if needed.
- Import Demo Database: Easily import a demo database to expedite setup and testing.
These utilities empower you to professionally manage your system and maintain its optimal performance.
About & Update:
The instructions for the"About & Update" section
- Uploading from Local Directory:
- To upload a file from your local directory, click the"BROWSE" button, select the file, and confirm the upload by clicking the"SAVE" button.
Checking for Updates:- On the right-hand side, under"Check Update," simply click the"UPDATE" button to check for and apply updates.
System Information:- On the right side, you can access essential system information, including:
- Software Version
- PHP Version
- Curl Enable
- Purchase Code
- Install Domain(URL)
- System Activation Date
- Last Update Date
These features enable you to manage your system, stay updated, and access crucial system information.
Super Admin Login----------
pass- 12345678
