阶段

Stages are used to organize the Helpdesk pipeline and track the progress of tickets. Stages are customizable, and can be renamed to fit the needs of each team.

创建或修改阶段

重要

开发者模式 必须 激活才能访问阶段菜单。要激活开发者模式，请进入 设置应用程序 ‣ 常规设置 ‣ 开发工具 ，然后点击 激活开发者模式 。

To view or modify Helpdesk stages, go to Helpdesk app ‣ Configuration ‣ Stages.

The default list view on the Stages page displays the stages currently available in the Helpdesk app. They are listed in the order they appear in the pipeline.

To change the order of the stages, click the (draggable) icon, to the left of the stage name, and drag it to the desired place on the list.

小技巧

Change the stage order on the Kanban view of a Helpdesk team’s pipeline by dragging and dropping individual columns.

要创建新舞台，请点击阶段列表左上角的 新建 按钮。这样就会显示一个空白的阶段表格。

Choose a Name for the new stage.

在阶段中添加电子邮件和短信模板

When an Email Template is added to a stage, a preconfigured email is automatically sent to the customer when a ticket reaches that specific stage in the pipeline. Likewise, adding an SMS Template triggers a preconfigured SMS text message to send to the customer.

重要

SMS text messaging is an In-App Purchase (IAP) service that requires prepaid credits to work. Refer to SMS Pricing FAQ for additional information.

To select an existing email template, select it from the Email Template field. After choosing a template, click on the (right arrow) icon to the right of the field to edit the chosen template.

To create a new template from this form, click the field, and enter a title for the new template. Then, select Create and edit from the drop-down menu that appears, and complete the form details.

按照相同步骤选择、编辑或创建 SMS 模板 。

更多内容

电子邮件模板

折叠阶段

默认情况下，阶段在以下任一工单仪表板的看板视图中展开：我的工单`（:menuselection:`服务台应用程序 –> 工单 –> 我的工单）或 所有工单`（:menuselection:`服务台应用程序 –> 工单 –> 所有工单）。

已展开阶段中的工单在管道中的阶段名称下可见，并被视为 开放。

Stages can be configured to be folded in the Kanban view of a tickets page.

The name of the folded stages are still visible, but the tickets in the stage are hidden from view.

To fold a stage, tick the Folded in Kanban checkbox on the Stages form.

警告

达到 折叠 阶段的工单被视为 已关闭。在工作完成之前关闭工单，可能会导致报告和沟通问题。此设置只应在被视为 关闭 阶段时启用。

Temporarily fold a stage

Stages can be temporarily folded in the Kanban view of the tickets pipeline, as well.

View a specific team’s pipeline by navigating to Helpdesk app, and clicking the team’s Kanban card.

Hover the cursor at the top of the desired stage to fold temporarily, then click the (gear) icon that appears, and select Fold from the drop-down menu.

重要

Manually folding a stage from the Kanban view is temporary and does not close the tickets in the stage.

为团队分配阶段

在 阶段 表单的 服务台团队 字段中进行选择。可选择多个团队，因为同一阶段可分配给多个团队。