InBoxHQ Handbook

Table of Contents
Overview

I. InBoxHQ

1. What is InBoxHQ Helpdesk?

2. How InBoxHQ Helpdesk Works

a. Brief Explanation
b. Technical Explanation

II. Administrators Manual

1. Logging Into the GUI

a. Lost your password?

2. First view of the Support-GUI

3. Configuration

a. Main Page
b. Product Options
c. Parser Config
d. Custom Fields
e. Service Level Agreement (SLA)
f. Queues
g. Users
h. Search Indexes
i. Knowledgebase
j. Branding
k. Maintenance
l. E-mail Addresses

4. Contacts

a. Adding a Company
b. Adding a Contact

a. Agent Login Report
b. Agent Performance Report
c. Agent Summary Report
d. Agent Ticket Assignment Report
e. Average Initial Handle Time Report
f. Average Response Time Report
g. Average Total Handle Time Report
h. Group Assignment Overview
i. Group Summary Report
j. Queue Summary Report
k. Service Level Report
l. Total Tickets Offered per Queue

III. User Manual

1. The Basics

a. Logging in
b. Overview of the GUI

2. Getting Started

a. Quick Assign and more!
b. Links, just not on the golf course.
c. System Overview
d. Main Ticket View

3. Ticket views

a. The Main Ticket View
b. Ticket Functions

4. The InBoxHQ Dashboard

a. My InBoxHQ
b. Preferences
c. Layout
d. Notifications
e. Quick Assign / Watcher
f. Projects / Tasks
g, Private Messages

5. Anti-Spam

6. Knowledgebase Articles

a. Searching and Listing Articles
b. Creating a New Article
c. Commenting on Knowledgebase Articles

IV. FAQ - Frequently Asked Questions

1. User FAQ's
2. Administrator FAQ's