How does it Work
After installing iDesk, all your customer support email will be handled by
iDesk. Each time your customer send an email, iDesk will create new ticket and
send email confirmation to your staff and your customer too.
Now your staff need to log into iDesk and respond the ticket. The reply message
will be send to your customer. To respond back the ticket, they could visit
iDesk or just as simple as replay the email using their email client.
When both side is satisfied, they could close the ticket. The closed ticket
can be also re-opened if necessary.
In order to keep the database stay healty, the tickets those are not active
more than specified time (default in 7 days) will be closed automatically. And
the tickets those are closed more than specified time (default in 30 days) will
be deleted automatically.
In order to reduce the ticket, you may add new article in knowlegdebase directory
that is frequently asked. The same scenario also aplicable for download directory.
