Introduction to Service Desk V2 Module

 

ITarian Service Desk V2 is support ticketing management system used by enterprises and service providers to keep track of tickets raised by users, attend to them, reassign them to appropriate department or organizations, and generate reports and more.

• After creating an account, you can raise support queries by creating tickets in the help desk portal.
  
  
• This guide explains how you can register for a service desk account, submit support tickets, view the knowledge-base and more.

Register an Account

Open a New Ticket in Service Desk

To view your tickets

Knowledge Base

To view Profile

Changing system language

Register an Account

• Users can create a ticket from the support portal and submit tickets. This option to create a support ticket can either be made available for all the users who access the portal or only for logged users.
  
  
• You need to sign-up for a Service Desk account in order to submit tickets.
  
  

Sign-up for an account

• Visit the web-portal URL provided by your administrator
  
  
• Click 'Sign-in' at the top right

The login page will be displayed:

 

 

•  Click 'register' button

The 'Account Registration' form appears.

 

• Enter the full name, email id and password to create a new account
  
  
• Click ‘Register’

Your account will be registered and an email containing account activation link will be sent to your email address.

 

• Click the given link to activate your account. You can now raise a new ticket, reply to agent queries and more.

• Click ‘Login’ if you have already had an account
  
  

Open a New Ticket in Service Desk

Users can create a ticket through any of channels/sources supported by the help desk.

There are multiple ways to create a ticket:

• Use the web portal
  
  
• Send a mail to support
  
  
• Over the phone to a staff member

 

Open a ticket via the web portal

You can create tickets in the web portal

• Login to your support portal as an Admin/Authenticated agent. 
  
  
• In Agent Panel > click ‘Tickets’ >click ‘Create Ticket’ Option.
  
  

• Select or Enter the user information and fill the ticket option, ticket details and Status etc...to raise a ticket on behalf of the user
  
  
• If the user is already part of your support portal select their email id from the requester’s list.
  
  
• If you are creating a ticket on behalf of a new requester, first register their details in the support portal > Agent Panel > Users > Users Directory and create a ticket.
  
  
• Once the details are filled click on the ‘Create ticket’ button to submit the ticket to the support portal

Create a ticket in support portal

• If you are already a user of the support portal login as a user

          Or

• You can register your details by clicking on the ‘Register’ option.
  
  
• Use the support URL provided by your administrator
  
  

 

• Click on the ‘Submit a ticket’ option to create a new ticket.

It will show you on the page of submitting a new ticket.

 

Note: The form you see may differ to the one shown above. The layout is configured by your admin. The above shows the default fields and labels.

Choose a help topic– Select a help topic from the drop-down list for web tickets. help topics are the keywords that help to manage the tickets, by organizing the tickets categorically and easy to categorize.

Status – Select the ticket status from the list. This helps you to manage the ticket life cycle, from the time when the ticket gets recorded in the Helpdesk system and till the endpoint when the ticket gets closed.

By default, the helpdesk system has different ticket statuses given in the system: 

• Open- This is the default status of a ticket when it is created in your system. When the ticket is in Open status then, that immediately needs support team's attention.
  
  
• Resolved–This status mention where the ticket requester's problem has been solved, according to the agent
  
  
• Merged - This ticket status is applied to an open ticket when two or more tickets are merged and it sets the purpose of status is Merged.
  
  
• Closed - A ticket gets closed when a requester acknowledges that his issue has indeed been resolved that the ticket has been marked as Closed
  
  
• Deleted- When the ticket has existing duplicated or unwanted tickets, they can mark it as Deleted. Once they do, the ticket can remain with the same status as Deleted. 

Type – Select the predefined ticket types from the list as ‘problem’ or etc

Subject – Add a short issue heading in the text box that you want to display in your ticket

Message – Enter a detailed description of your issue

Choose Files – Select a file from your system that related to your issue, this file will attach in ticket. The maximum file size is 8mb

• Fill all the necessary details and click ‘submit’

 

Note: 

• Once the ticket is created in the support portal one of our Support Agents would get in contact with you to assist further and get your issue resolved on time.

Your customers can create a ticket from email, the staff member may create a ticket on your behalf. You will receive an automated reply (if enabled by the administrator) with the ticket details. You can then check the ticket status from the web portal.

To view your tickets 

 

• Login to your help desk web portal 
  
  
• Click 'My Tickets' from the top 
  
  

 

• Log in as ‘I am client’ for users, Enter the email and password.

• Click ‘Login’
  
  

• The total number of tickets you have open and closed is shown at top-right.
  
  
• Click the ticket or the subject to view the ticket thread.
  
  

 

 

• This contains your initial request and all staff responses.
  
  
• The ticket provides the detailed view of your ticket created date, due date and last response
  
  
• Users can change the status by clicking ‘Change Status’ in the top. You can set status as close, open and resolved.
  
  
• Use the rating bar to add the rating for the ticket in the side bottom
  
  
• To post a reply, type your response and click the 'Post Comment' button.
  
  
• You can close or open a ticket by selecting the desired ticket > click ‘close/open’ on the top

 

Knowledge Base

Service Desk support system comes loaded with Knowledge base to define FAQ’s, An easy way for users to help themselves.

• Click ‘knowledge base’

 

To create a new knowledge base category go to  Agent Panel > Tools > Knowledge Base Categories > Add New Category.

 

To view Profile

 

• Click ‘My Profile’ .Click ‘Logout’ to exit or Select the ‘Dashboard’ to go to your staff panel

 

 

Changing system language

We support multiple languages from the Support system which can also be managed in different languages. You can set your system primary language and add new language packages to the system as per your requirement.

• Go to Admin Panel > Settings > Language > Enable the preferred language that your system should reflect as a default one, from the list of languages available and accessible.
  
  
• However, if your preferred language in not available in the language list you can add your preferred language in the system.
  
  
• When you want to change system language to access support system You can go to the support portal at the upper right > click on the flag icon.

 

 

• Click on your preferred language. Now the system is accessible in your language.