ERP Helpdesk Module Training
Requests, tickets, priorities, service level agreements (SLA), canned replies and reports.
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About this training
Requests, tickets, priorities, service level agreements (SLA), canned replies and reports.
- Creating Tickets
- Assignment and Replies
- Service Level Agreement
- Status and Closing
- Knowledge Base Links
- Helpdesk Reports
Training outline 6 lessons
1Creating Tickets
1. Tickets are created from email, web form or manually.
2. Enter subject, description, customer and type.
3. Set the priority.
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2Assignment and Replies
1. Assign the ticket to an agent or team.
2. Use canned replies.
3. Replies and internal notes stay in the history.
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3Service Level Agreement
1. Create an SLA with first-response and resolution deadlines.
2. Set working hours and holidays.
3. Tickets near or past breach are highlighted.
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4Status and Closing
1. Update status: open, waiting on customer, resolved.
2. Close the ticket once solved.
3. Resolved tickets close automatically after a while.
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5Knowledge Base Links
1. Write recurring solutions as knowledge base articles.
2. Send the article link in the ticket reply.
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6Helpdesk Reports
1. Ticket counts by status and agent.
2. Average response and resolution time.
3. SLA compliance rate.
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