When you click List All, it will show you all of the open calls in the help desk. We will explain how the table is broken down.
· Starting on the far left you will see the priority image. Placing your cursor over any of these priorities will show you what the customer wrote. This on-mouse-over feature works better in IE than in Netscape. Clicking on this image will take you directly to modifying that call.
· To the right of that you will see the email image. Placing your cursor of this will reveal the email address of the customer. Clicking on it will bring up your email program with the email address and subject already filled in.
· Next is the website. If your customer has filled in their website location, it will appear here and allow you to click on it, which takes you to their website.
· The next column is the Date when the call was created.
· Next to the date you will see a red image. Clicking on this image allows you to close that call.
· The next column is the time when the call was created.
· The next column shows info about the customer. If a customer enters a call by using their tracking account, you will see a little image that looks like 2 people. Clicking on that will bring up the customer info details.
· To the right of the customer info image, you will see the customer name
· To the right of the customer name, you will see a magnifying glass image. Clicking on this will bring up any previous call history from that customer.
· The next column is the starts off with a technician image if a technician has been assigned to that call. Placing your cursor over the image will tell you which technician is working on the call.
· The category that the customer chose is displayed next.
· Finally, the subject is displayed. Clicking on this will show you the details of the call.