How do I get informed of K1000 tickets being generated and default queues
We have been working with the KACE 1000 for a few weeks now practicing with the Helpdesk. A couple of issues we have run into are being informed of a new ticket and also easily getting to our default queue. The most important is being informed of new tickets.
In our previous HD system all the admins/support techs would get an email upon the arrival of a new ticket. From there they could look at the ticket queue and take ownership. In the KACE 1000 no one knows about a new ticket unless they log in and check the queue. I feel that not having the helpdesk admins/support techs get a notification of a new email will slow down response time. Is there a configuration that I am missing or do I need to setup some rule to email a group or something?
Also, as part of this problem, the HD queue list does not seem to update. I am using IE8 and IE9 and I have not yet seen the HD ticket queue web page update without me having to press my refresh button. In my current HD system (Spiceworks) within a minute or two of a new ticket coming in the HD queue screen updates. Is this also a setting I am missing.
Secondly, it is kind of a pain for the HD admin/techs to get to the queues. The default queue appears to be "The K1000 Service Desk". We created 3 other queues - US, UK, Germany. We would like to be able to have the admins and techs be able to quickly get to their appropriate queue and see their tickets and also unassigned tickets.
For instance I would like it if I were able to login and go right to the US queue and see only HD tickets for Jordan and Unassigned. Is this possible?