"Day in the Life" Demonstration

Help Desk Analyst

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Opening and Using Multiple Windows at the Same Time

We know that incoming call volume is never predictable. You might be working on one of your assigned tickets and the phone rings. There is no need to completely stop what you are doing. Simply click the "Create Ticket" tab or use the "Ctrl-T" hot key and a new browser window will open ready for you to create a new ticket. What if the phones continue to ring? You can simply ask your one customer "Would be OK to put you on hold while I take another call? I will be right back." Next, open another window as above and continue to work. You can juggle between windows easily because the window description at the bottom of the screen displays the customer name.

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