Question: We have a Help Desk that needs to be updated. We need to add a question, we need to change the wording of a question, and I'd like to change the order. Do I need to make a whole new Help Desk?
Answer: Nope! You can easily change the one you have. in fact, you can even create a "Master" Help Desk and as you place it on different pages, simply select ONLY the questions that are relevant to that page. Let me show you how!
Cameron manages the "Order Business Cards" Help Desk. Right now, it just asks very Basic questions. Date Due, Priority and Description. Cameron would really like it to also ask the Branch Location, so that he doesn't have to look that up.
Rather than make a whole new Help Desk, Cameron can add a Custom Field to this one.
Module Tools -> Help Desks -> Configure Help Desk
He needs to click the green "+" in the top corner to Add a Field. I'd suggest a Drop Down field, and list the branches. Easy! If he doesn't like the order of the where the new question is, that's OK!
Configure Fields always displays the questions in alphabetical order. Did you know, we can change that order when we place it on a page? Let's go look!
This is our original Help Desk. We need to click the Actions Menu gear on the Submit Help Desk Island, choose Configure, and check the box to add our new field.
But - what if we don't like the order? What if we don't want a certain field there? Let's remove Attachments, but then we can also "drag-and-drop" the fields into a new order.
Now, we have a new look for our Help Desk, and it is capturing the right info. You probably already knew that. But! Think about this... If a new Help Desk is needed, you might NOT need to make a New Help Desk. If there is already a Help Desk capturing most of the information you need, you can add questions to it!
Rachelle is in charge of ordering T-Shirts for the employees who are participating in the Habitat For Humanity build next month. She could just add a few fields to the Business Card Help Desk! Here's what we suggest:
- Add fields to the existing Help Desk
- Make sure Rachelle is available to choose as an Owner/Technician
- When Rachelle places the Help Desk on a page, choose only the fields she needs
- Make sure that for that Page's Help Desk, Rachelle is the Technician
Screen Shots below!
As you can see from this last picture, we are using the SAME Help Desk - but capturing different information from the Users, and sending the tickets to different Technicians! Nice time saver, for sure! :)
Do you have a great Help Desk idea that you'd like to share?
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