Help Desk User Manual (Version 1.0)

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1 Help Desk User Manual (Version 1.0) Table of Contents Accessing Infinity Technologies Help Desk Portal... 2 Logging into Infinity Technologies Help Desk Portal for the First Time... 3 Resetting Your Password... 4 Forgotten Password... 4 Manually Changing your Password... 6 Help Desk Portal Home Page Navigation... 9 Logging In... 9 Logging Out Navigating to the Home Page Editing Your Profile Help Desk Topic Areas Searching Submitting Help Desk Ticket By Through Help Desk Portal Viewing Help Desk Tickets Updating Help Desk Ticket By Through Help Desk Portal Closing Help Desk Ticket Last Updated: 8/24/2015 Page 1 of 22

2 Accessing Infinity Technologies Help Desk Portal In order to access the Infinity Technologies Help Desk Portal, you will need to submit a request to be granted access to the Help Desk Portal application. To do this you must do the following: 1. Go to and scroll to the bottom of the page and click on Request Help Desk Portal Access link. 2. An message, using your default application will be generated with the following information: 3. Enter your name and company information and send the . You will receive a response back stating that your request has been submitted. 4. Once your access has been granted you will receive an with a link to setup your password. The address that you sent the above communication from will be used as your login id. Last Updated: 8/24/2015 Page 2 of 22

3 Logging into Infinity Technologies Help Desk Portal for the First Time 1. Open the that you received from Infinity Technologies that provided a link to create a password for accessing the Infinity Technologies Help Desk Portal. 2. Click on the link in the . A web page will be opened where you will create your password: 3. There are a few password guidelines that need to be followed when creating a new password. They are: Password must be at least 5 characters Password must be different than your address 4. For additional security, please consider these guidelines as well: Password should contain an upper case letter Password should contain a lower case letter Password should contain a number Password should contain a special character. For #, $, %, ^, &, *, (, ) Password should be between 8 15 characters long 5. When you have completed entering your new password click the Set password button. 6. You will now be automatically logged into the Help Desk Portal. Last Updated: 8/24/2015 Page 3 of 22

4 Resetting Your Password There are two ways to reset your password for the Infinity Technologies Help Desk Portal. Forgotten Password If you have forgotten your password, follow these steps to reset it from the Help Desk Portal login page: 1. Go to and scroll to the bottom of the page and click on Help Desk Portal link. 2. A new web page will be opened with the Help Desk Portal login page. 3. Click on the Forgot my password link on the login page. Last Updated: 8/24/2015 Page 4 of 22

5 4. A new web page will be displayed where you will enter your address. 5. After entering your address, press the Submit button. 6. You will then receive an with a link that will enable you to reset your password. 7. Click on the link in the and a web page will be opened Last Updated: 8/24/2015 Page 5 of 22

6 8. There are a few password guidelines that need to be followed when creating a new password. They are: Password must be at least 5 characters Password must be different than your address 9. For additional security, please consider these guidelines as well: Password should contain an upper case letter Password should contain a lower case letter Password should contain a number Password should contain a special character. For #, $, %, ^, &, *, (, ) Password should be between 8 15 characters long 10. When you have completed entering your new password click the Change password button. 11. You will now be automatically logged into the Help Desk Portal. Manually Changing your Password To change your password for the Infinity Technologies Help Desk Portal, follow these steps: 1. Go to and scroll to the bottom of the page and click on Help Desk Portal link. 2. A new web page will be opened with the Help Desk Portal login page. Last Updated: 8/24/2015 Page 6 of 22

7 3. Enter your address and your password and click the Sign in button. 4. On the Home page, click on the down arrow by your name in the upper right hand corner and then click on Change password. 5. A window will pop up that will allow you to create a new password. 6. Enter your current password and your new password. There are guidelines that need to be followed when creating a new password. They are: Password must be at least 5 characters Password must be different than your address 7. For additional security, please consider these guidelines as well: Password should contain an upper case letter Password should contain a lower case letter Password should contain a number Password should contain a special character. For #, $, %, ^, &, *, (, ) Password should be between 8 15 characters long 8. Once you have entered the values, click on Change password. Last Updated: 8/24/2015 Page 7 of 22

8 9. You will receive a message confirming that your password has been reset. 10. You will also receive an stating that your password has been changed Last Updated: 8/24/2015 Page 8 of 22

9 Help Desk Portal Home Page Navigation Logging In Once your account has been setup and your password is set, you can log into the Help Desk Portal by following these steps: 1. Go to and scroll to the bottom of the page and click on Help Desk Portal link. 2. A new web page will be opened with the Help Desk Portal login page. 3. Enter your address and your password and click the Sign in button. Last Updated: 8/24/2015 Page 9 of 22

10 4. Upon successfully logging in, you will be brought to your Home page. Logging Out Perform the following steps to log out of the Help Desk Portal. 1. At the top of any page in the Help Desk Portal, you will see a dropdown with your name displayed. Click on the arrow next to your name and then click on Sign Out 2. Upon successfully logging out of the Help Desk Portal, you will be returned to the Help Desk Portal login page. Last Updated: 8/24/2015 Page 10 of 22

11 Navigating to the Home Page No matter what page you are on in the Help Desk Portal, you can always return to the Home page by clicking on the Infinity Logo. Editing Your Profile Perform the following steps to edit the information in your profile. 1. Click on the arrow next to your name located in the upper right hand corner on any page and then click on Edit your profile. 2. A new popup window will be displayed 3. You can modify any of the following fields by clicking on the existing value and typing over it. Press enter when you have finished typing in each field: a. Name b. Avatar This requires you to upload a picture c. Phone Number d. ***PLEASE NOTE*** If you change your address you will be sent an to the new address to confirm the change. Once you confirm the change, your address will be updated. Last Updated: 8/24/2015 Page 11 of 22

12 Help Desk Topic Areas When you are looking for How To s and Topics for certain areas, you can access this information by clicking on the appropriate Topic Area on the Home Page. The following Topic Areas are available for every user that is granted access to the Help Desk Portal: Avaya IP Office Phone Support Contains user How To s for the IP Office phone system Panasonic Phone Support - Contains user How To s for the Panasonic phone system General Contains general How To s Searching If you are unsure where to look for specific information on the Help Desk Portal, you can use the Search functionality. Simply enter a term in the Search box located at the top of any Help Desk Portal page and press the Enter key. The system will search the entire Help Desk Portal and display the results to you. Click on the Topic Name link in the search results to go to that specific document. Last Updated: 8/24/2015 Page 12 of 22

13 Submitting Help Desk Ticket When you have an issue that is occurring on your network, server, phone system or you are in need of new work to be completed, you are able to submit a Help Desk ticket by 2 different means. By You can submit a Help Desk ticket by sending an to We ask that you provide the following information: 1. In the Subject of the please indicate if the ticket is for an issue or new work by using one of the formats below: <Company Name> **ISSUE** <Company Name> **NEW WORK ORDER** 2. In the Message of the please indicate the following information: Contact: <Your Name> Contact Phone Number: < Your Phone Number> Description: <Description of the issue/new work> Attachments: Any additional information that can be provided. For example, screenshot of error message received. 3. Once you have sent the , you will receive a response back confirming that a Help Desk Ticket has been created, provide you the Help Desk Ticket Number and how to add additional information to the ticket in the future. Last Updated: 8/24/2015 Page 13 of 22

14 Through Help Desk Portal 1. Go to and scroll to the bottom of the page and click on Help Desk Portal link. 2. A new web page will be opened with the Help Desk Portal login page. 3. Enter your address and your password and click the Sign in button. Last Updated: 8/24/2015 Page 14 of 22

15 4. On the Home page, click on the Submit a request link in the upper right hand corner of the home page 5. A new screen will be displayed for you to enter information in for the new ticket 6. In the Subject field, please indicate if the ticket is for an issue or new work by using one of the formats below: <Company Name> **ISSUE** <Company Name> **NEW WORK ORDER** 7. In the Description field enter the following information: Contact: <Your Name> Contact Phone Number: < Your Phone Number> Description: <Description of the issue/new work> 8. Please provide any attachments that can provide additional information, for example a screenshot of the error message you are receiving. 9. Once you have entered all of the information, click the Submit button. Once the system has saved the new ticket you will receive a confirmation message: 10. The new ticket will be saved to your Activities queue and you will receive an confirming the creation of the request. Last Updated: 8/24/2015 Page 15 of 22

16 Viewing Help Desk Tickets The following steps detail how you can view all of the tickets that you have created on the Help Desk Portal. 1. Go to and scroll to the bottom of the page and click on Help Desk Portal link. 2. A new web page will be opened with the Help Desk Portal login page. 3. Enter your address and your password and click the Sign in button. 4. On the Home Page, click on My Activities link in the upper right hand corner. Last Updated: 8/24/2015 Page 16 of 22

17 5. A new page will be displayed that lists the tickets you have submitted sorted with the most recent ticket at the top of the list. 6. To view only tickets with a specific status, select the value in the Status dropdown field. The options available are: Any Displays all tickets that you have created regardless of status (Default view) Open Displays your tickets that have the status of Open Awaiting your Reply Displays your tickets that have been?????? Solved Displays your tickets that have been closed 7. To view the details for a specific ticket, click on the Ticket Name link. Last Updated: 8/24/2015 Page 17 of 22

18 Updating Help Desk Ticket When you have additional information that you would like to provide for a ticket that you already submitted, you are able to do this by 2 different means. Any time that updates are made to one of your tickets, whether by you or by one of our technicians, you will receive an . By 1. Find the Request Received for the ticket that you want to provide additional information for 2. Reply to the with the additional comments enter into the message body of the 3. Upon sending the , the additional information will be updated in the associated ticket on the Help Desk Portal. Through Help Desk Portal 1. Go to and scroll to the bottom of the page and click on Help Desk Portal link. Last Updated: 8/24/2015 Page 18 of 22

19 2. A new web page will be opened with the Help Desk Portal login page. 3. Enter your address and your password and click the Sign in button. 4. On the Home Page, click on My Activities link in the upper right hand corner. 5. A new page will be displayed that lists the tickets you have submitted sorted with the most recent ticket at the top of the list. Last Updated: 8/24/2015 Page 19 of 22

20 6. To view the details for a specific ticket, click on the Ticket Name link. 7. Enter any updates in the Add you reply area. If you need to attach any additional information, upload the file to the Add File area. When you have completed your updates, click the Add reply button. Once the system has saved the ticket you will receive a confirmation message: Closing Help Desk Ticket When the issue has been resolved or the new work has been completed either you or a technician can close a Help Desk Ticket. This is only able to be performed in the Help Desk Portal. Follow these steps to close a Help Desk ticket. 1. Go to and scroll to the bottom of the page and click on Help Desk Portal link. Last Updated: 8/24/2015 Page 20 of 22

21 2. A new web page will be opened with the Help Desk Portal login page. 3. Enter your address and your password and click the Sign in button. 4. On the Home Page, click on My Activities link in the upper right hand corner. 5. A new page will be displayed that lists the tickets you have submitted sorted with the most recent ticket at the top of the list. Last Updated: 8/24/2015 Page 21 of 22

22 6. Select the ticket you would like to close by clicking on the Ticket Name link. 7. Enter any updates in the Add you reply area. You will also need to check the Please consider this request solved checkbox. When you have completed your updates, click the Add reply button. Once the system has saved the ticket you will receive a confirmation message: 8. When you look at your Activities queue, you will now see that the status for the ticket has changed from Open to Solved Last Updated: 8/24/2015 Page 22 of 22

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