Knowledge Base

Getting Started

Get Request Tracker Pro up and running.

Admins

Request Tracker Pro quickstart guide

Administration

Learn how to configure and optimize Request Tracker Pro.

Heatmaps

How heatmaps work

Create a heatmap

Edit or remove a heatmap

Departments

Creating departments

Assign users, add queues, or change a department's name

Delete or restore a department

Queues

How queues work

Create a new queue

Edit, delete, or restore a queue

Rules

How rules work

Rule timing, conditions, and actions

Rule samples

Users

Creating, editing, and deleting users

User access levels

Change your password

See a user's login activity

Reset a user's password

Ticket Categories

How categories work

Create a new category

Change the name of a category

Bulletins

How bulletins work

Create, edit, or restore a bulletin

Working With Customers

Learn how to use Request Tracker Pro to resolve customer issues.

Working With Tickets

How tickets work

Creating tickets

Resolving and working with tickets

Searching for tickets

 

Respond to Customers

Messaging customers

Taking calls

Canned Responses and Variables

Canned Responses

Variables

Staying Organized

Follow-up calendar

Tasks

Subscribe to tickets

FAQ

Learn how to solve the most frequently asked questions about Request Tracker Pro.

Common Tasks

Upgrading You Plan