User's Guide

From subscription to ticket management,
all the basic information you need to get started with Deskero.

Process tickets

We call “ticket” any request coming from your customer from any channel that you configured, such as email, social networks and widget. Every ticket can be categorized by some aspects.

Type: incident, request, task, notify.

Channel: phone inbound, phone outbound, email, web (social networks), chat.

Area: technical issue, general information, new feature request.

Group: Deskero cloud, custom installation.

Status: closed (when the customer is satisfied with the answer received), opened (not processed yet), on hold (waiting for information/feedback), solved resolved (when the operator thinks he has solved the request).