Since the last update, a new column called ‘Updated’ can be added to the ticket work list page. The Updated column allows you to view the time and date of the last modification on a ticket. This is represented below in red.

When inside the ticket detail page there is also a new field under ‘Dates’ that lets you view the time and date of when the last action of the ticket was performed. An example of where this can be found is highlighted below in red.

‘Updated Time’ has also been added to the export ticket fields list, which is located under ‘Data Export’ reports.

*The updated date and time stamp does not represent when a ticket was created. It is the time and date when any action was performed on the ticket. This includes new messages, transfers, time logged etc. This new function works on every type of ticket.

Enjoy and Have a great weekend!

With the update this past weekend, the bigWebApps HelpDesk email parser was upgraded to process some pretty cool short cuts.

As most know the email parser allows tickets to be created from an email. So you set up an email like support@mycompany.com which allows users to send that address an email and it will take that email and make it into a ticket in the HelpDesk application. Any emails back and forth between technicians and end users is captured and recorded on the ticket plus it is date and time stamped.

Since the update, the email parser now allows you to reply to emails sent from the HelpDesk application with commands that are then relayed to the application. Below is the list of commands and the proper ways to use them.

A few rules before using the commands:

· Only works on reply emails from the HelpDesk application. (Sorry Charlie)

· Commands do not create new tickets. (Don’t look at me, I don’t make the rules)

· 1 command per reply email. (Don’t be greedy)

· Although you can reply to a reply email it is recommended to send one command, wait for the system to send you an email confirming the command was processed and reply with your next command. (Would you like if someone gave you that many orders at once?)

· You have to have the commands in the first 10 characters of the reply. So the command comes first and then the response message (Don’t say I didn’t tell you so)

· Commands do not transfer to queues (Don’t believe me? Try it, I dare you)

List of commands:

1. cmd time – Inputs specified time on a ticket in decimal format

Ex.) cmd time 2.50

2. cmd subject - Changes current ticket subject

Ex.) cmd subject Help my computer is on fire

3. cmd priority – Changes ticket priority

Ex.) cmd priority 2

4. cmd class - Transfers a ticket to the specified class

Ex.) cmd class Networking Issue

5. cmd user - Username@bigwebapps.com changes the user of a ticket

Ex.) cmd user sherri@bigwebapps.com

6. cmd adduser - Username@email.com adds user as secondary user to the ticket

Ex.) cmd adduser tori@bigwebapps.com

7. cmd addtech – Techname@email.com adds person as secondary tech on the ticket

Ex.) cmd addtech mike@bigwebapps.com

8. cmd transfer – Techname@email.com changes the primary tech of the ticket

Ex.) cmd transfer tori@bigwebapps.com

9. cmd tech - techname@email.com same as "cmd transfer"

Ex.) cmd tech mike@bigwebapps.com

10. Cmd close – closes the current ticket

Ex.) cmd close Problem has been fixed

11. cmd reopen - reopens a closed ticket

Ex.) cmd reopen Computer is still over heating

12. cmd onhold – Places ticket on hold

Ex.) cmd onhold Waiting on a part

In case you cannot remember all of the commands above, they can found at the bottom of every HelpDesk email for you convenience. They are outlined below in red.

The bigWebApps team hopes everyone enjoys the new commands and has a safe weekend!