Help Requests
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Settings
Solutions
Solutions are intended to provide useful information to end-users about common or frequent help requests and are directly associated to ticket categories.
The Solution Title is the initial text displayed to users that identifies the topic or category of the help request solution.
The Solution Tip is used for presenting simple or brief information about a help request solution. If the solution is extensive or requires detailed explaination, the Solution Details should be used.
The Solution Details is used to provide extensive details about the help request solution that cannot be simply explained in the Solution Tip. The Solution Details are linked in the Solution Tip and presented in a pop-up modal box.
Reports
Total Requests | Open Requests | Complete Requests | Average Response Time (hh:mm:ss) | Average Complete Time (hh:mm:ss) | Reported Ratings | |
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# | Request ID | Request Opened Datetime | Request Response Datetime | Request Reponse Duration (hh:mm:ss) | Request Completed Datetime | Request Complete Duration (hh:mm:ss) |
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