2. Getting Started
a. The Quick Jump Tabs
The quick jump tabs allow you to go to 6 different sections of the dashboard. The list is as follows: Home, Search Results, Knowledgebase, Configuration, Address Book, and My InBoxHQ (Dashboard). It also allow you to view your Advanced Options and Save Page Layout. For a more detailed explanation of what the dashboard and its components do, please see below.
Home
As self explanatory as it gets, the Home link sends you to the front page of the helpdesk!
Search Results
The Search Results link only appears after you have done a search in the system. It will relist your last search results that you looked for. If no searches have been made (Like the first time you log in for the day), this link will not appear.
Knowledgebase
The Knowledgebase link (if applicable, your company may not be using the knowledgebase) takes you to, you guessed it, the Knowledgebase. Here you can view articles that your company has entered for referencing.
Configuration
The Configuration link sends you to the configuration page for InBoxHQ Helpdesk. You may or may not have access to this link depending on your group levels set by your Superuser/Administrators.
Address Book
The Address Book link sends you to a page with all the company and contact listings with whom you have communicated.
My InBoxHQ
The Reports link will take you to the listing of reports that are available to be run on the system. You may or may not have access to these reports depending on your group access.
b. Advanced Options
Located underneath the Quick Jump links are the Advanced Options.
Quick Queue
The Quick Queue jump allows you to quickly go and view tickets in a specific queue. Only queues that your group has access to will show up in this dropdown
New Ticket In
The New Ticket In button allows you to select a specific queue in which you would like to start a new ticket. After hitting the "Go!" button, you will be taken to a new ticket page.
GoTo Ticket
The Goto Ticket jump allows you to specify a ticket number you want to view. Both masked and non-masked ticket numbers (e.g. 1540, or #EFX-55467-153) apply in this area.
Configure My Quick Assign Link
The quick assign/watcher link 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.
c. System Overview
The System Overview is located on the left hand column of your screen. This area has a blue header (set on default colors)
System Status
The System Status shows the Date and Time of your local InBoxHQ Helpdesk system.
Queue Load Percentage
The Queue Load %(Percentage) section shows all queues in the system and the number of tickets in each queue. The bar next to each queue represents the percentage load to the system.
Status Breakdown
The Status Breakdown shows the number of new tickets, tickets awaiting reply, tickets the customer has replied to, tickets bounced, resolved and dead.
Last 7 Days (New Tickets)
The Last 7 Days section shows the amount of tickets that entered into the system day by day for the previous seven days (note: The current day is included in those seven days). These numbers may change depending on how many tickets you mark as dead/spam to ensure accuracy of the amount of tickets received.
Statistics
The Statistics view shows four different lines.
1) Number of Tickets Stored
The total amount of tickets stored in your system. Again this number may change as tickets are marked dead/spam and purged.
2) Amount of Correspondence Stored
The total amount of threads stored in the system. This can include replies, forwards, and comments.
3) Number of Addresses Stored
The total amount of requestor addresses stored in the system.
4) Number of Knowledgebase Articles
The total amount of articles available for use in the knowledgebase system. (Your system may not use a knowledgebase, so this field may be empty)
Auto Refresh GUI
This functions as the same under Preferences in your dashboard. You can use this to set how many minutes you want the system to automatically refresh the main page.
d. Main Ticket View
The main ticket views fills the majority of the page. Here you will find areas such as Highest Priority Tickets Assigned and Newest Unassigned Tickets. (These are the default views when the system first goes live. Your views may differ as your company creates new views to better customize your helpdesk!)
Highest Priority Tickets Assigned (Default view)
In the default view, this area will show you all tickets assigned to you by order of priority. As you accumulate tickets, you can set the filter below to display as few/many tickets as you would like. Tickets contain checkboxes next to the Ticket ID which allows you to Change Status, Change Queue, Change Owner, and Perform Action on as many tickets as you would like at a time.
Newest Unassigned Tickets (Default view)
In this default view, this area will show all new tickets that are currently unassigned. This area may be set either by newest ticket first or oldest ticket, depending on how your company wishes to choose to set up their views. Like the Highest Priority Tickets Assigned view, you have the option to filter how many tickets to display and have the same four options to change the tickets in this view.
Quick Ticket Search
The Quick Ticket Search area allows you to do a multitude of searches. In this section you can search for tickets in a queue, by the status, by the sender, by the subject, by the content, by the ticket owner, and finally by company.
Who's Online
The Who's Online section will show all the users that are logged into the system. It displays the username, their IP address, their idle time, and also contains a link to send them a private message (PM).
