4. The InBoxHQ The Dashboard
The dashboard contains many useful tabs for you to optimize the time you spend within the helpdesk. From the preferences to private messages, the dashboard is where you can make many of these adjustments.
a. My InBoxHQ
Within My InBoxHQ you will notice a few things. The first being the calendar with the current month and year, and the current day in bold. The calendar provides you a way to see your ticket worked on history. Just click a day and it will automatically change the screen to show you your history for that day. To the right of the calendar you can view "My Performance." The My Performance area covers your assigned active tickets, your last resolved ticket, and a 7 day activity snapshot. You can list all your active assigned tickets and also go back to your last resolved ticket through the links provided. On the bottom of this page you will see the Tickets Worked History. This shows all tickets that you have performed an action on for the selected day.
b. Preferences
The preferences tab allows you to set some settings for your GUI and ticket viewing. The first section of the preferences tab is User Preferences. Here you can set how many minutes you would like the GUI to auto refresh itself, whether or not you would like to view tickets with the oldest/newest message first, and what language you would like the GUI to be set in.
The second section allows you to change your password. You need to enter your current password, your new desired password, and another line to verify your new password.
The third section is where you set your signature for your replies/forwards etc. You have your text body space and then you can set whether or not you would like to place the signature before or after quoted text, and whether or not you want the signature to be automatically placed.
c. Layout
The layout tab allows you to customize the home page of your InBoxHQ by enabling and disabling modules.
d. Notifications
The notifications tab allows you to configure an e-mail that will automatically be sent to you upon certain events such as assignment, or requester reply. You have different tokens that can be placed in the e-mail that gets sent to you ranging from the ticket ID to the requesters e-mail address itself.
e. Quick Assign / Watcher
The quick assign/watcher tab allows you to have certain queues automatically assign tickets to you or give you the ability to receive e-mails anytime something happens within a queue. For quick assignment, select the queues you want to have automatically assigned to you and then hit submit. You can also choose how many tickets you want to be assigned to you at once. Watchers receive an e-mail copy of all new tickets and correspondence for the queues you select.
f. Projects / Tasks
The Projects/Tasks tab will show all the projects that have been created in your helpdesk. If you do not have the hide completed tasks filter enabled, you will be able to see all current and finished projects in this tab. Depending on the access level that your company has given your group, you may or may not be able to create a new project or task.
g. Private Messages
In a busy office environment its hard to communicate with coworkers (whether you are on the phone or your coworker is busy). With Private Messages, you can send and receive messages directly in InBoxHQ Helpdesk. When a new message arrives, it will bring up a pop up on your screen that says you have a new message and it will display who sent the message.
