The usability of any software is determined by its flexibility to different kinds of users. A modern HelpDesk software is not just used by the support agents but across the company where each individual use it for different purposes. For example, a Manager might find reports more important whereas Support Agent will find tickets more important. Unfortunately, most of the HelpDesk softwares available in the market do not provide customization options on a great deal. So most of the users(Agents/Managers/Admin) are forced to work in a certain uniform way which is not comfortable for everyone.
Vembu HelpDesk is built in a manner where each and every user (Agent/Manager/Admin) can customize the software to a good extent. Some of the popular customizations offered by Vembu Helpdesk are:
1. Customize Default Page
Every user can configure his default landing page. This option is available in the Settings page. Once the default page is set, every time the user logs in, his favorite(or rather important) page will be opened first. As I said earlier, Reports could be the default page for Managers/Admins whereas Tickets could be default for Agents.
2. Customize Permissions
It would be rather absurd to say, “HelpDesk will not allow Agents to assign their tickets to another agent. Only managers should do that”. It would be even more absurd if we say “HelpDesk will always allow Agents to assign their tickets to another Agent.”. Which option is better can be debated all day long. So it would be better to allow the companies to customize the permissions themselves because each company is different in its style of functioning – some provide lot more freedom to its agents and some don’t. It is always better to leave the decision to themselves. Vembu HelpDesk allows the admin to configure different possible permissions that can or cannot be given to an agent.
3. Custom Filters
Perhaps the most useful option available of the lot. Let’s say, “I want to view the PENDING tickets with priority – HIGH which are of type PROBLEM assigned to a group of users every day”. Vembu HelpDesk allows the users to save the filter which can be viewed later. You can also set a filter as default filter so that every time ticket page is opened, the particular tickets alone will be listed.
To know more about Vembu HelpDesk, please click here.
Got questions? Email us at: vembu-support@vembu.com for answers.
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