Setting up your help desk

Before handling tickets, spend 10 minutes on setup. CANNED RESPONSES: Help Desk then Canned Responses then New. Write templates for common replies such as thank you messages and resolution confirmations. SLA POLICIES: Help Desk then SLA then New Policy. Set response time targets: Urgent 1 hour, High 4 hours, Medium 8 hours, Low 24 hours. DEFAULT AGENT: Assign a default agent for new tickets so nothing goes unnoticed.