Work with modules

Knowledgebase

Work with modules

Learn how service desk modules work and how they can benefit your organization's workflow. For a quick overview of each module, see Get started guide.
  1. Work with Criteria editor
  2. Create and edit rules, queues, and alerts with Criteria Editor
  1. Desktop module
  2. Accept events
  3. Attach files to tasks
  4. Create a new event
  5. Create a new task
  6. Create custom event fields
  7. More...
  1. Email module
  2. Archive emails
  1. Knowledgebase module
  2. Add link to another Knowledgebase reference
  3. Article Refer Report
  4. Attach a file to a Knowledgebase article
  5. Attach a file to a Knowledgebase reference
  6. Change the color of hyperlinks in the body of Knowledgebase references
  7. More...
  1. Download module
  2. Add a new download file
  3. Batch upload files
  4. Convert files to Parature video
  5. Create an End-User License Agreement (EULA)
  6. Create an external public link to your download file
  7. More...
  1. Account module
  2. Add Notes
  3. Associate contacts to accounts using Pass-Through Authentication
  4. Associate customers to accounts
  5. Associate products
  6. Configure customer email templates
  7. More...
  1. Customer module
  2. Change the contact associated with a ticket
  3. Configure customer email templates
  4. Configure your customer profile notification settings
  5. Converting Customer Status
  6. Create a list of all contacts sorted by the date of their last visit to your support portal
  7. More...
  1. Product and Asset module
  2. Change the order of product folders
  3. Change the status of a product
  4. Configure Product and Asset settings
  5. Create Product catalog folders
  6. Create, associate and manage products
  7. More...
  1. Ticket module
  2. About Stop Clock statuses
  3. Add and remove CSRs from ticket queues
  4. Advanced email template example
  5. Append or overwrite ticket cc: lists using rules and alerts
  6. Assign a ticket
  7. More...
  1. Chat module
  2. Chat statuses available for search and reports
  3. Collaborate with another CSR using Parature Live Chat
  4. Configure Chat deployments
  5. Configure Live Chat settings
  6. Configure the maximum number of chats that can be assigned to a CSR
  7. More...
  1. Survey module
  2. Add a survey to your sample survey library
  3. Associate a survey to a ticket
  4. Change the text of the survey link
  5. Copy a survey design, questions, or other options
  6. Create and manage surveys
  7. More...
  1. Reports module
  2. Create custom target matrix reports
  1. Sandbox
  2. Migrate portal interface changes from sandbox to live support portal
  3. Test changes using Parature sandbox
  4. View your portal in Sandbox environment
  1. Mobile Service Desk
  2. About Parature Mobile Service Desk
  3. Using the Parature Mobile Service Desk
  1. Social Monitor
  2. About Parature Social Monitor
  3. Configure tagging criteria for Parature Social Monitor
  4. Configure the Parature Facebook portal
  5. Configure the Service Desk for Parature Social Monitor
  6. Manage Social Channels, Tagging Criteria, and Reply As Accounts
  7. More...