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SiteSmith Help Desk

Answer customer questions as tickets, publish a help center they can search, and let rules and SLAs keep your team on time

  • Beginner
  • 16 lessons
  • About 1 hr 23 min
  • Certificate of completion

Taught by SiteSmith

What you'll learn

  • Create a help desk in Workspace and find your way around the agent console
  • Triage the inbox with views, filters, sorting and keyboard shortcuts
  • Reply, add internal notes, apply macros, escalate and merge tickets
  • Write knowledge base articles and choose who can read them
  • Run a help center with a request form, email channels and ratings
  • Automate routine work with triggers, automations and SLA policies
  • Invite agents, set roles and groups, and read your reports

About this course

This course is for anyone who answers customers for a small business: owners, support leads and the agents who work the inbox every day. You'll follow Harbor & Pine Coffee as they handle order problems, subscription changes and wholesale questions in SiteSmith Help Desk.

You'll set up a help desk, work tickets from the agent console with replies, notes and macros, and publish a help center and knowledge base your customers can search. Then you'll put triggers, automations and SLA policies to work, invite your team and read your reports.

Curriculum

4 sections · 16 lessons

  1. 1. Getting started

    4 lessons

  2. 2. Working tickets

    4 lessons
    • Find your way around the inboxReading · 6 min
    • Reply, add notes and use macrosReading · 7 min
    • Escalate, merge and open tickets yourselfReading · 5 min
    • Quiz: working ticketsQuiz · 4 min

  3. 3. Help center and knowledge base

    3 lessons
    • Build your knowledge baseReading · 5 min
    • Your help center and how customers reach youReading · 7 min
    • Quiz: help center and knowledge baseQuiz · 3 min

  4. 4. Automate, set up and measure

    5 lessons
    • Macros, triggers, automations and SLAsAnimated · 4 min
    • Set up macros, rules and SLA policiesReading · 7 min
    • Agents, roles, groups and reportsReading · 6 min
    • Quiz: automate, set up and measureQuiz · 4 min
    • Course checkQuiz · 8 min

Your instructor

SiteSmith

Site Smith Official