e11 Help Desk User Manual

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1 e11 Help Desk User Manual Representative Section (Version 4.4) Page 1 of 30

2 Preface The e11 Helpdesk Representative Manual Version 4.4 is intended for the customer support representatives who are responsible for creating and managing the tickets. This Version 4.4 is specially being released for the e11 Helpdesk release 4.4. Page 2 of 30

3 Change Log New Version 4.4 The new features that were added in the Representative Manual Version 4.4 are: New Filter on the basis of corporate account and sub corporate account has been added in Rep Section Inbox. To use this functionality, go to Inbox -> Open -> icon> Select Corporate A/C from Filter in option. Corporate Account user can create ticket on behalf of another user within the same corporate account. Now, you can decide if you would like to send the Auto Responder every time the ticket is fixed/awaiting customer response or closed on the Reply screen itself. Page 3 of 30

4 Table Of Contents Getting Started Overview... 5 Log In... 6 Creating a Ticket on Behalf of a Client... 7 Manage Tickets... 9 View Tickets... 9 Performed Queue Based Filter Sort Tickets Assign Tickets Check Event Log Reply to a Ticket Attach Files View Client History Save in Answer Book while Replying Managing Threads Filter a Ticket Delete a Ticket Recover a Ticket Change Status Link and Unlink Tickets Reply to Linked Tickets Manage Work Time Sent Items Notification Glossary Page 4 of 30

5 Getting Started Overview e11 Help Desk is the next generation solution for providing high-end client services. This software integrates with the ecrm practices, for an efficient helpdesk application. It tracks clients' details, manages and replies to the requests and also monitors the processing of the requests. This software is designed to improve and add convenience to your client services. More Information Log In Creating a Ticket on Behalf of a Client Manage Tickets Sent Items Notification Glossary Page 5 of 30

6 Log In This section provides information on how to log in to the interface. To Log In: 1. Open the Internet Explorer and type the URL in the address bar. It is generally where you have installed e11 Help Desk/admin/. Note: Contact the administrator incase you have a doubt about what to do or are unable to login (most possible reasons are invalid password, when a representative has been blocked or the profile has been deleted). 2. Figure shows the Log In page. Enter the Representative Name and Password (which is case sensitive) and click. 3. Click to close the Internet Explorer window. A confirmation box pops-up. Click to confirm. Figure 1-1-1: Log In Tip: Representatives can also select the language of their choice from the Language dropdown menu. Note: The e11 Help Desk works best with Internet Explorer 5.5 and above. Page 6 of 30

7 Creating a Ticket on Behalf of a Client Creating a Ticket helps representatives to manage the clients requests more effectively. A ticket can be created every time a client contacts, through , fax or telephone, using this form. To Create a Ticket: 1. Click on from the main menu. Figure 2-1-1: Create New Ticket 2. Enter the information in the following required fields. Required Fields Field Client Status Assign To Ticket Channel Priority Page 7 of 30 Description The client you wish to create this ticket for. Status means the current position of the ticket at a particular time (i.e. open, fixed, escalated, awaiting customer response, deferred, draft, cancelled, closed, routed, etc.). The representative you wish to assign this ticket. The method the clients query reached you (i.e. Telephone, , Fax, etc.) Rate a ticket as Normal, Important, Very Important, Urgent, etc. depending on the level of urgency. Remember, the administrator

8 Ticket Subject Category Ticket Body can configure more priority types like Normal, Urgent, etc. The subject matter of the ticket, i.e. what the ticket is all about. A classification of the ticket. Details of the ticket. By default plain text formatting is used. You can format the text in HTML by clicking HTML. 3. You can also add information in the following optional fields. Optional Fields Field Account ID Ticket Type Asset Name Due Date Notes Update Client via E- mail Work Time Description An account is a unique identifier, which represents an organization and contains multiple clients. A unique identifier to define the ticket, assign a Ticket Type as Urgent, Problem or a Suggestion. Associates an asset to a ticket. An asset can only be attached to a ticket, if it is assigned to a client account. Enter the last date of the ticket until which the ticket must be solved. Add additional notes, if any, for the ticket. These notes are only visible to the representatives and cannot be viewed by the client. Select this, to send updates to the client via . Clock timer can be started, stopped or reset while working on tickets, to view work time for solving a ticket. 4. Click to generate the ticket. See also: Adding Attachments To add an attachment, click attachment upload unlimited attachments.. A window will pop-up allowing you to Searching Answer Book for Quick Responses Click on Answer Book to select an answer and click on migrate to move it to the Ticket Body. Spell Checking your Ticket Click on Spell Checker to check the spellings on your ticket. Please note, this facility is not supported on windows based environment. Page 8 of 30

9 Manage Tickets This section provides information on how to view, sort, link, find or reply to a ticket. Further, this section covers features like saving in answer book while replying and ticket threading. Tip: You can also access some of the sections using toolbar. More Information View Tickets Perform Queue Based Search Sort Tickets Assign Tickets Check Event Log Reply to a Ticket Attach Files View Client History Save in Answer Book while Replying Managing Threads Filter a Ticket Delete a Ticket Recover a Ticket Change Status Link and Unlink Tickets Reply to Linked Tickets Manage Clock Timer View Tickets Client service representatives can View Tickets (Open, Fixed and Closed) to confirm the status or reply to a ticket, as shown in the Figure Figure 3-1-1: Inbox Screen Types of Tickets: Open Tickets: All new and unassigned requests are known as Open Tickets. You can view and assign Open Tickets by clicking the Subject or the Ticket Number (T. No) Page 9 of 30

10 Fixed Tickets: All tickets that have been attended and await client s feedback are listed under Fixed Tickets. Closed Tickets: The tickets that have attended or where the query has been resolved are listed under Closed Tickets. View Open, Fixed & Closed Tickets To view tickets (open, fixed or closed): 1. Click Inbox from the main menu. 2. In the Inbox, click, or, to view the respective ticket page. 3. To open a ticket, click on its Subject or Ticket Number (T. No). 4. Figure shows a Fixed Ticket. In this example, you are viewing the details of a Fixed Ticket posted by a client named Frankie. Note: Administrator, or a representative with permissible rights, can configure the tickets with "Deferred" or "Awaiting customer response" status to be displayed in open or fixed view. Figure 3-1-2: Fixed Ticket Page Performed Queue Based Filter Queue Based Search assists in viewing and filtering of ticket(s) on the basis of queued list under a specified category. In addition, a representative can only view the tickets assigned Page 10 of 30

11 to him/her by selecting My Case, from the dropdown menu. To filter tickets: 1. On the Inbox screen, select a category such as Bug Queue, Suggestion Queue, etc. from the Queue drop-down menu. 2. Figure shows Queue Search Page. In this example, you are viewing all the tickets listed under Suggestion Queue category. Figure 3-2-1: Queue Search Page Sort Tickets Sort Tickets allow representatives to view tickets in a particular order sorted on the basis of Ticket Number (T. No.), Date, From, Subject and Owner. To perform sorting: 1. Go to the Inbox screen. 2. Click on the column heading. Figure 3-3-1, shows tickets sorted on the basis of Ticket Number (T.No). Figure 3-3-1: Sort Tickets Page Tip: To reverse sort, click the column heading again. Assign Tickets Representatives can assign tickets to other representatives if they have the requisite permissions. To assign tickets to another representative: 1. On the Inbox screen, click Assign to Representative. 2. Change Ticket Status/Representative box will pops-up, as shown in the Figure Page 11 of 30

12 Figure 3-4-1: Change Ticket Status/Representative 3. Select the representative whom you want to assign the ticket from the Assign To dropdown menu. 4. You can also provide additional information in the following optional fields. Note: Click Update Customer box to notify the client regarding the status of the ticket. Enter client address, subject and details of the message in the respective boxes. Optional Fields Field Quick Response Internal Notes Description Reply to client along with earlier communication related to the ticket. Add additional notes if any, for the representative. These notes are only visible to the representatives and cannot be viewed by the client. 5. Click to save the changes. Tip: You can also assign ticket in the Fixed Ticket page by selecting a representative from the Assign drop-down menu and clicking. Check Event Log The Event Log shows all the events related to a ticket like creating, modifying, viewing, etc. Page 12 of 30

13 To view the event log: 1. Open a Ticket by clicking on its Subject or Ticket Number (T. No). 2. Click Event Log, to view the details. Figure shows the Event Log Page. In this example, you are viewing Event Log for the Ticket Id: 1. Figure 3-5-1: Event Log Reply to a Ticket Reply to a Ticket allows representatives to respond to the clients request. A representative can only send reply to tickets that have been assigned to them. Note: A representative can also send reply to linked tickets together. To reply to a ticket: 1. Open a ticket by clicking on its Subject or Ticket Number (T. No). 2. Click on to respond to a client s query. 3. In the Reply Ticket page, select the new Status for the ticket, from the dropdown menu. Note: If you want to set the status as routed, select a representative from the Route To dropdown menu, next to the status menu. This will automatically mark the status as routed. 4. You can also provide additional information in the optional fields. Optional Fields Field Ticket Type Due Date Asset Name Work Time Description To define the ticket according to the level of urgency, assign a Ticket Type as Urgent, Problem or a Suggestion. Enter the due date to resolve the ticket. Associates an asset to a ticket. An asset can only be attached to a ticket if it is assigned to a client account. Clock timer can be started, stopped or reset while working on tickets, to view work time for solving a ticket. 5. Type your response, as shown in the Figure Page 13 of 30

14 Figure 3-6-1: Reply Ticket Note: Check Save in Answer Book to add the ticket to the knowledge base. Check the Update Client via box if you want to send the Auto Responder to the client. 6. Click. See also: Adding Attachments To add an attachment, click attachment. A window will pop-up allowing you to upload unlimited attachments. But, remember, the size of an attachment cannot exceed 2 MB. Searching Answer Book for Quick Responses Click on Answer Book, to select an answer and click on migrate to move it to the Ticket Body. For more information on the Answer Book, click here. Spell Checking your Ticket Click on Spell Checker, to check the spellings of your ticket. Please note, this facility is not supported on windows based environment. Client History Click on, to view a client s contact details, ticket status and all the queries posted by that client. Print Report Click on Print Report, to print your ticket. Mark a Copy of Reply Page 14 of 30

15 Click on person., incase you also want to send a copy of the reply to another Attach Files While replying to a ticket, use the Attach Files feature to attach documents. To attach a file: 1. Clicks Attach, to open the Attachment window, as shown in the Figure Figure 3-7-1: Attachment window 2. Click, to select the document from your PC. 3. Then, click to attach the file, as shown in the Figure You can attach as many files as you wish. 4. To remove attachments, click on. Figure 3-7-2: Attach File 5. When the document are uploaded and attached to your message. Click. View Client History Client History Page displays contact details and the tickets issued to a client. Page 15 of 30

16 To view client history: 1. Click while replying to a ticket. 2. The Client History page will be displayed, as shown in the Figure Figure 3-8-1: Client History Page 3. Click on a subject to view the details of the ticket. Save in Answer Book while Replying Save in Answer Book while Replying helps you to build a knowledge base where clients can search on existing tickets before creating a new ticket. In addition, representative can also refer to this knowledge base for resolving similar tickets. To save in answer book: 1. Check Save in Answer Book box while replying. Figure shows the Save In Answer Book option in the Reply page. Page 16 of 30

17 Figure 3-9-1: Reply Page 2. Click. The Save in Answer Book window will be displayed, as shown in the Figure Figure 3-9-2: Save in Answer Book 3. Enter the Keyword and click to save the information. Note: A representative can save articles to the knowledge base, but does not have permission to approve them. An article can only be viewed in the knowledge base after it has been approved by the administrator. Managing Threads Managing Threads avoid the problem of repetition and decide on the threads to be displayed to the client on the reply screen, by checking the appropriate boxes. To manage threads: 1. Open a Ticket by clicking on its Subject or Ticket Number (T. No) from the Inbox. 2. All the threads are visible in the reply. Check the threads that you would like to display as part of your reply, as shown in the Figure and click. Page 17 of 30

18 Figure : Ticket Threading 3. In the new window, only the threads, which are selected, will become part of your reply thread. Filter a Ticket You can search a ticket based on various fields using the Find option. To filter a ticket: 1. Go to the Inbox screen. 2. Select the field from the Filter In drop-down menu and then enter the corresponding information in the for box, as shown in the Figure Note: If the Find box is not visible, click Find. Figure : Find Box 3. Click. 4. The searched results will be displayed, as shown in the Figure Page 18 of 30

19 Figure : Searched Results Delete a Ticket To delete a ticket: 1. Click, or tab from the Inbox screen. 2. If the Find For box is not visible, click Find, and then search for a ticket. 3. Check the box against the Ticket Number (T. No.), you want to delete as shown in the Figure Figure : Delete Ticket 4. Click. A delete confirmation box pops-up. Click to confirm the deletion of the ticket. Recover a Ticket To recover a ticket: 1. Click, or tab from the Inbox screen. 2. Click Trash to open the Deleted Tickets page. Then, search for a ticket. 3. Check the box against the Ticket Number (T. No.) you want to recover, as shown in the Figure Figure : Deleted Tickets 4. Click. A recover confirmation box pops-up. Click to recover. Tip: You can delete a ticket permanently by clicking in the Deleted Tickets page. A confirmation box pops-up. Click. You can go back to active tickets by simply clicking Active. Change Status Page 19 of 30

20 Representative can change current status of the ticket, if they have the requisite permissions. To change status: 1. On the Inbox screen, click. 2. Change Ticket Status/Representative box will pops-up, as shown in the Figure Figure : Change Ticket Status/Representative 3. Select the status from the Change status drop-down menu. 4. You can also provide additional information in the following optional fields. Note: Click Update Customer box to notify the client regarding the status of the ticket. Enter the client address, subject and details of the message in the respective boxes. Optional Fields Field Assign To Quick Response Internal Notes Description Representatives can assign tickets to other representatives, if they have the requisite permissions. Reply to client along with earlier communication related to the ticket. Add additional notes if any, for the representative. These notes are only visible to the representatives and cannot be viewed by the client. Page 20 of 30

21 5. Click to save the changes. Link and Unlink Tickets Linking tickets helps a representative to reply to multiple related tickets simultaneously. Note: Only tickets of same category and type can be linked together. Link Tickets Unlink Link Tickets To link tickets: 1. On the Inbox screen, select the check box against the Ticket No., which you want to link, as shown in the Figure Figure : Linking Tickets 2. Click Quick Link. 3. Link Group page opens, as shown in the Figure Page 21 of 30

22 Figure : Link Group 4. Select a Link from the View Existing Link Group drop-down menu, as shown in the Figure Figure : Existing Link Group Note: You can view all linked tickets by clicking. To edit a linked group, click in the description box and modify the information. Click to save the changes. Tip: You can also add a new link group by entering the name and description of the new link group and then clicking. 5. Click. Unlink Tickets To unlink tickets: 1. On the Inbox screen, select the check box against the Ticket No., which you want to unlink, as shown in the Figure Page 22 of 30

23 Figure : Unlink Tickets 2. Click Unlink. Reply to Linked Tickets To reply to linked tickets: 1. Open a linked ticket by clicking on its Subject or Ticket Number (T. No), as shown in the Figure Note: You can view the individual linked tickets by clicking the Ticket No. or view all the linked tickets together by clicking View All in the Linked Tickets. Figure : Open Linked Ticket Page 2. Click on to respond to linked tickets. 3. In the Link Tickets Reply page, choose the box, Reply all selected linked tickets, if you only want to reply to selective tickets, as shown in the Figure Note: To choose individual tickets, check the box against the Ticket No., in Linked Tickets, as shown in the Figure Page 23 of 30

24 Figure : Link Tickets Reply Page 4. To know more about replying to a ticket, go to Reply to a Ticket. Tip: Choose the box, Reply all linked same ticket, if you want to reply to all the linked tickets together. Manage Work Time To monitor the time taken from creation to closure of a ticket you can use the Work time feature. Note: To view the work time while creating or replying to a ticket, it must be enabled by the administrator. To manage work time: 1. Click on from the main menu. 2. Compose New Ticket page opens, as shown in the Figure Note: You can only close a ticket at the time of creating a ticket by selecting Closed in the Status drop-down menu. Page 24 of 30

25 Figure : Compose New Ticket 3. Click on to start the clock and stop to the clock. Note: If you want to reset the stopwatch, click on. Page 25 of 30

26 Sent Items By default, copies of tickets created on clients behalf are saved in Sent Items. Tracking the Sent Items: 1. Click on Sent Items from the main menu. 2. Figure shows the Sent Items Page. You can view all tickets created on behalf of the client. 3. To view details of a ticket, click on its Subject. Figure 4-1-1: Sent Items Page 4. You can also search for a ticket, using Find. Select the field from the drop-down menu and enter the corresponding information in the Find box. Tip: Tickets can be sorted on the basis of the Ticket Number, Date, Subject and Client (To). You can also print specific pages by clicking Print. Note: You cannot reply to a ticket from the sent items page. Page 26 of 30

27 Notification Notification automatically sends all notifications related to a ticket, when a ticket is assigned or reassigned to you, or pulled by another representative. To get an notification: 1. Click Notification in the toolbar, as shown in the Figure Figure 6-1-1: Toolbar 2. Select an Existing Ticket Group for notification from the dropdown menu, as shown in the Figure Tip: You can also create a new ticket group for notifications by selecting the Make New Ticket Group. To know more about creating a new ticket group, refer to the Administrator section. Figure 6-1-2: Existing Ticket Group 3. You can either receive notification on your default account specified in your representative profile, or you can provide an alternative address, as shown in the Figure Figure 6-1-4: Notification Address 4. Click to save the changes. Page 27 of 30

28 Glossary Account ID An account is a unique identifier. It represents a company and may contain multiple clients. Answer Book Answer Book helps you to build a knowledge base where clients and representatives can search in existing articles, added by other representatives, before creating or while replying to a ticket. Assigned To Client service representatives can assign the ticket(s) to a representative. Click Assign To and select the respective REP ID. In addition, the clients may also assign tickets to a representative, via the client interface. Auto Responders Auto Responders are pre-defined responses for replying to clients about the status of their tickets. Awaiting Customer Response The status signifies that the representative is waiting for additional information or a reply from the client. Cancelled The tickets cancelled by the clients, cannot be reopened. They are assigned the statuscancelled. Category Category is a classification of the ticket. This allows the representative to allocate the ticket under a predefined group. Client A client is an individual for whom a ticket can be created. Closed Tickets The tickets that have been attended to, or where the query has been resolved, are listed under Closed Tickets. These tickets can be reopened, if required. Deferred The status of a ticket where, either the client is not responding or the representative cannot work on the ticket immediately. Draft It is a copy of information prepared by the representative, for the client and would be sent to him later. Due Date The last date fixed for resolving the ticket. Escalated Forwarding a ticket automatically to another representative incase the ticket matches a specified escalation rule. Page 28 of 30

29 Fixed Tickets All tickets that have been attended to, and await client s feedback are listed under Fixed Tickets. Language Choose your look-up language as English, French, German or Chinese (simplified). Log In Enter the login information such as username and password to gain access to the system. Open Tickets All new and unassigned requests are known as Open Tickets. Password A secret word, 4-10 characters long that allows admittance or access to the interface used for logging, adding clients and modifying the client s details. Priority Rating a ticket as Normal, Important, Very Important or Urgent, etc. depending on the level of urgency. Remember, the administrator can configure more priority types like Normal, Urgent, etc. Queue The Queue signifies the category on the basis of which you can classify the ticket list. It makes the list more precise to work on. Representative (Rep) Name Representative Name is the login name of the client service representatives. Routed Routed means reassigning of a ticket to a representative by another representative when he or she is unable to resolve it. Spell Checker Spell Checker is used to check the spellings of the message. Status The current position of the ticket. Ticket Channel Ticket Channel is the media through which the clients query reaches the Helpdesk (i.e. Telephone, , Fax, etc.). A Representative can assign channels while creating a ticket on behalf of the client. Ticket Number (T.No.) Ticket Number is a unique identity given to the collection of interactions between client and representative on a specific issue. Every ticket is allotted a unique ticket number. Ticket Subject Subject of the ticket, i.e. what the ticket or query is about. Page 29 of 30

30 Ticket Type A unique identifier to define the ticket, assign a Ticket Type as Urgent, Problem or a Suggestion. Trash Trash contains the tickets that have been deleted from the list. User Name Administrator has to assign a User Name to the representatives to enable them to login to the system. Page 30 of 30

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