Tutorial

How to Use Help Desk

The Help Desk feature can be used as your contact page on your site.

This feature will help keep your customer support questions centralized and documented.

How to Use Help Desk

Any inquiries submitted to the Help Desk will send out a notification to your site's support.

Your staff can then view the various tickets based on which ones are new, open, completed or on hold.

How to Use Help Desk

 

Inquires can be made via a Help Desk Link that you set-up. The link will look similar to the one below:

http://www.YOURSITENAME.com/public/HelpDesk/


You can attach the link to a banner graphic, or even create a department that redirects to the help desk page.

 

 Click on each section to expand for more information

1. Your users/members will see the below screen when they visit your site's Help Desk.

Your users/members will see the below screen when they visit your site's Help Desk. In the below example, we have filled out the support request with example information:

 

2. After your user/member has filled out the form, and clicked "Submit This Ticket" they will receive a confirmation response

After your user/member has filled out the form, and clicked "Submit This Ticket" they will receive a confirmation response, seen below:

The user/member can track the ticket by clicking the tracking link, highlighted below:

3. If the user/member chooses to track the ticket they will receive an email

 If the user/member chooses to track the ticket they will receive an email from your site and also have the option of viewing the ticket on the site, seen below:

4. The webmaster email address on your site is automatically set to receive ticket inquires.

The webmaster email address on your site is automatically set to receive ticket inquires.

To answer the ticket, log into your site, and go into the Control Panel, under the Help Desk area, click "Help Desk Admin".

Within the "Help Desk Admin" area,  the newest tickets will appear at the top (as you can see they are currently being Sorted By Date):

5. Click the ticket you wish to answer and enter in your responses.

Click the ticket you wish to answer and enter in your responses. Once you have entered your responses, click the "Update Job" button:

 

6. Once you have clicked the "Update Job" button, your responses will show with the date and time of submission

Once you have clicked the "Update Job" button, your responses will show with the date and time of submission:

 

 

7. Within the main menu of the Help Desk Admin, you can configure the subject

Within the main menu of the Help Desk Admin, you can configure the subject for the email message and the text that is added above the helpdesk form.

To do this, click the configuration button, highlighted below:

 

 

You will then be prompted with the configuration menu to change the subject and text found on the helpdesk form page. Click 'Update Configuration' when completed.