Searching the Help
To search for information in the Help, type a word or phrase in the Search box. When you enter a group of words, OR is inferred. You can use Boolean operators to refine your search.
Results returned are case insensitive. However, results ranking takes case into account and assigns higher scores to case matches. Therefore, a search for "cats" followed by a search for "Cats" would return the same number of Help topics, but the order in which the topics are listed would be different.
Words and Phrases
| Search for | Example | Results |
|---|---|---|
| A single word | cat
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Topics that contain the word "cat". You will also find its grammatical variations, such as "cats". |
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A phrase. You can specify that the search results contain a specific phrase. |
"cat food" (quotation marks) |
Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase. |
Using Boolean Operators
| Search for | Operator | Example |
|---|---|---|
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Two or more words in the same topic |
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| Either word in a topic |
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| Topics that do not contain a specific word or phrase |
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| Topics that contain one string and do not contain another | ^ (caret) |
cat ^ mouse
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| A combination of search types | ( ) parentheses |
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Open and Closed Service Desk Interactions
Description
The Open and Closed Service Desk Interactions report breaks down interactions by state (open or closed), by category, and then by area. This report contains a graphical representation of the breakdown of open versus closed interactions using a pie chart to display the categories. You can double-click any piece of the pie to display a detailed breakdown of that category by its areas. This report organizes the information using groups and sub-groups to help users quickly view percentages and total counts by category and area.
Customer Value
This report provides a quick view of for a specified time period. The percentages and totals displayed in group headings allow for quick determination of which categories and areas are generating the highest number of interactions, have a large number of interactions remaining open, or are resolving issues quickly. This information can then be used by a Service Desk administrator to determine if a particular help desk requires additional training or resources to efficiently manage the number of calls in a given area.
We welcome your comments!
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