Client Helpdesk Version Customer Support Portal Login procedures 1. CAD Services Ltd

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1 CAD Services Limited Client Helpdesk Version

2 Introduction The purpose of the helpdesk is to provide a central location for our Customers to interact with CAD Services Staff to resolve any problems, ask questions, and / or discuss any concerns they may have. Using this helpdesk CAD Services provides a gateway to many different areas of support; Sales, Technical Support, Training, and General Inquiry. It is the one stop for all customer questions and concerns and will eliminate all kinds of run-arounds. Accessing the Helpdesk In order to access the helpdesk you must first login to our site by visiting and entering your Username and Password (which will be supplied to you by the Technical Support Department at CAD Services) at the left of the page as shown below: To confirm that you are now logged in, the login area changes as below: 2

3 What Is A Helpdesk Ticket? A helpdesk ticket is an electronically created task which is sent from you (the customer) to our Customer Support Representative. Through this ticket you can ask any questions, express your concerns, and / or submit any comments you may have. They allow us to track issues of concern for customers. At any time you may review old tickets and refer to them as needed. When a ticket has been submitted you will receive a ticket identification number. This is a unique number which will never be duplicated. This ticket identification number (TID), can be given to any customer service representative at anytime and they will be able to search by this number to find the ticket. Ticket Overview Once you are logged into the helpdesk you will be presented with a menu of options. On this screen you will be able to Open New Ticket, and also you will be shown how many tickets you have that are Open, Closed, All, Follow-up or Awaiting, and the Assigned Customer Service Representative in some cases. If there are no tickets for a specific ticket status type, then it is not shown. Ticket Status Each ticket has a certain status. You can find a description of all possible settings for the ticket status below: 1) Open: When a new ticket has been created it will show open. This indicates that the ticket is currently pending action to be taken from our customer support department. 2) Awaiting User: This signifies that a customer service representative needs further information on a ticket from you. Once we receive your reply we will be able to continue working on your inquiry. 3) Follow up: A resolved status means we have completed your inquiry. At this point in time we recommend reviewing the contents of the ticket, perform any additional testing that is necessary on your part, and if the ticket was in fact resolved, please close the ticket. 4) Closed: The ticket can only be closed by you (The Customer). It is recommended that after your ticket has been resolved to please close the ticket immediately. The ticket will not be lost, but we will archive it. You can review it at any later time via the Helpdesk once logged in at the site. 3

4 Ticket Department Each ticket belongs to a specific department. You can find a description of all possible settings for the ticket department below: 1) Technical Support: If you are having technical difficulties or to request technical assistance for a situation you are encountering. 2) Training: For any training questions or concerns. If you are requesting for training, information about our training services, or a previous training, you should select this option. 3) Sales: Sales related questions, regardless whether you are a new or existing account holder. If you would like to inquire about our services such as upgrading / downgrading or what we offer please choose this option. 4) General Inquiry: For general comments, suggestions or concerns you should use this department. Please only use this department for inquiries that do not fall into any other department. General Inquiry, Sales, Technical, and Training Create a New Ticket Once you are logged into the site, select Create Support Ticket from the Support menu at the top as shown below: 4

5 Selecting this link will bring you to your helpdesk account and the following screen will appear: You now have a choice on whether to create a new ticket, look at your open tickets, view your ticket list or conduct a speed search of the products for your support ticket. We shall now log a new ticket. Click on a product to select it; in this example we shall log a call regarding AutoCAD Civil 3D. Once the relevant product you have an issue with is selected, click Next. 5

6 The following screen will then appear: For this example it has been assumed that we are faced with a technical issue, therefore Technical is selected and the ticket will be sent to the technical department. Department: You are presented with General Inquiry, Sales, Technical, and Training. It is important you direct your inquiry to the correct department as this will ensure you receive a reply as quickly as possible. NB: At this moment if you realise that you selected a wrong product, just click the Back button to return to the previous page and make a different selection. 6

7 After selecting a department as in the above figure, click next. The following screen will appear. Please note: All fields marked with a red * are required. Now enter the Serial Number and Release/Version of your product. NB: Do not abbreviate or shorten the release/version of your product (for example, use 2011 not 11 ) Subject: Enter a subject in the text field. This will also be used to easily and quickly identify your inquiry. Enter a detailed description of the exact issue including any error messages that you may be receiving in the large description text box below the subject. Please be as descriptive as possible. If it is a technical problem please explain how to replicate the situation. Include any other detailed information you feel would be useful to add in your inquiry. 7

8 If you need more or less viewing space please click and hold down your left mouse button with the cursor on the Increase Size or Decrease Size triangle at the bottom right of the large text box. If it is necessary to add an attachment to better explain or visualize the issue, please use the Choose File button option. By clicking on the Choose File button it will open a new window which will enable you to find a specific file on your computer. If you need to upload more than one file, click on the Add Another File button on the right of the Choose File option. It will add another button for Choose File. Repeat this process for more attachment fields as you may need. For example: Screenshots, Log files, or dwg files may be a few of the items you would attach to assist us with your ticket inquiry. Once you are satisfied with the information you have provided, click on Create New Ticket button. Clicking on this button will submit your ticket to our customer service representatives and will be serviced as soon as possible. 8

9 When the ticket has been submitted you will be presented with the following screen: Your support ticket is now complete and logged in our Database. An engineer will then contact you either via the webportal, or phone. Either way, any update to the call will be visible to you via the webportal. At any time once you are satisfied with your resolution the ticket can be closed. If you wish to view any of your call logs click on View All and they will appear. Viewing Your Open Tickets Once you have accessed the helpdesk you will be presented with any open tickets. An open ticket is considered any ticket which status is set to Open, Awaiting User, and Resolved, in other words, all tickets that have not been closed yet. A resolved ticket is shown in your open ticket category and will remain there until you close the ticket. You can read the contents of a ticket by clicking on the subject above the ticket identification number. 9

10 When reading the history of the ticket, you will find the oldest information on the top and the newest at the bottom; just like a book. If at anytime a ticket contains an attachment, this will be seen at the bottom of the message. It shows you the File Type and Size of the attachment. By clicking on the name of the file it will ask you to download the file to your computer depending on your browser. In some browsers it will just download the file. Updating an Open Ticket By clicking on the subject (highlighted in blue) above the ticket identification number you will be presented with the information contained within the ticket. From this area you can change several properties of the ticket. 1) Status: By clicking the down arrow you can change the status of the ticket from open to closed. 2) Priority: By clicking the down arrow you can change the ticket priority from Standard to Urgent, or to Critical. Once you finish editing the ticket status or priority properties, click the Update button. 3) Post Reply: Click Post Reply to send us a reply. Once a call is in progress and feedback has been sent from CAD Services to you, the ticket will automatically be updated. If you wish to respond via the webportal you can add your reply by clicking Post Reply tab and then another screen will appear. Enter your reply in the large reply text box. Please be as descriptive as possible when updating your ticket. By supplying us with as much information as possible we will be able to quickly resolve your inquiry. You can also add files to your reply; we may request these at any time. Simply click on the Choose File button and browse to locate the file that you wish to attach. Click on Open, the file will now start uploading to our site Once you have completed all the necessary information press the Post Message button. Your replies will then be added. Closing an Open Ticket By clicking on the subject (highlighted in blue) above the ticket identification number you will be presented with the information contained within the ticket. 10

11 From this area you can edit the ticket properties. Click the down arrow just next to status and select closed from the options. Once you finish changing the ticket status to closed, click the Update button. By clicking this button you will be closing the ticket and it will no longer be serviced by a support representative. Please Note: Tickets will automatically be closed after 30days of activity. Closed tickets are archived and can be searched for at any time. Viewing Your Closed Tickets If you would like to view your closed tickets use the link at the top of the page which says View closed. You can read the contents of a ticket by clicking on the subject (highlighted in blue) above the ticket identification number Reopening a Closed Ticket Once a ticket has been closed, you may only view it and information contained within the ticket. Please note that for new issues, new tickets should be created in order to avoid confusion and ensure faster resolution to your new inquiry. You may always refer to an old closed ticket in any new ticket by including the TID number and how it relates to the new inquiry. We will review the ticket and act accordingly to resolve the outstanding issue. Searching For Tickets You can search for a ticket at anytime, regardless of its status. If you know of any information which was part of the ticket please type the information into one of the respected text fields or select the option from the appropriate dropdown list. Please note that the information entered into the search criteria does not have to be exact. Showing More Tickets By default only 10 tickets are shown per page. You can easily change this option by selecting a larger number using the down next to Display at the bottom right. 11

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