HelpDesk Centre User Guide

Transcription

1 HelpDesk Centre User Guide NTRglobal Torres Diagonal Litoral Josep Pla, 2 Edificio B3, 1ª Planta Barcelona (Spain) Tel Fax Offices in Barcelona - Boston - Dallas - Heidelberg - London - Madrid Milan - Paris - Poznan - Santiago de Chile - Stockholm - Tokyo

2 This document contains information which is the property of Net Transmit & Receive, S.L. (hereinafter referred to as NTR ), a Spanish company with Tax Identification Number B , corporate registered address in Josep Pla, 2 Edificio B3, 1ª Planta, Barcelona, and registered in the Barcelona Mercantile Registry, Volume , Sheet 83, Page B , First Entry 1ª. The contents of this guide are property of NTR or its suppliers, having been, in this last case, licensed or transferred, and protected by both national and international intellectual and industrial property laws. By virtue of the previously mentioned, the content of this guide cannot be copied, distributed, photocopied, reproduced, translated or summarized, completely or partially, by no means without the previous written authorization of NTR. The information contained in this manual has been elaborated and reviewed as carefully and precisely as possible, however, in spite of the diligence put into its preparation, it could contain inaccuracies, typographical errors, or it could possibly not be updated to the access date of the service administrator or operator. NTR reserves the right to modify the contents of this guide to its discretion, at any time, unilaterally and without previous notice. All NTR trademarks, distinguishing signs and logos that appear in this guide are ownership of NTR and are properly registered. Similarly, NTR informs you that the denominations of other products, services and companies appearing in this document might also be registered trademarks of their respective and legitimate proprietors Net Transmit & Receive, S.L. October 2006 Page. 2 of 9

3 HelpDesk Centre User Guide Table of Contents About This Document... 4 Requirements to Implement the HelpDesk Tool... 4 Roles in NTRsupport HelpDesk... 4 Implementation Scenarios... 5 Implementation Procedure... 6 How to Register Incidents... 6 Viewing Incidents... 8 Editing Incidents... 8 Administration Tools October 2006 Page. 3 of 9

4 About This Document The aim of this guide is to assist you in the implementation of NTRsupport HelpDesk so you can start using it in less than 15 minutes. Once implemented, NTRsupport HelpDesk will help you to register and follow-up the incidents reported by your customers. Requirements to Implement the HelpDesk Tool To implement NTRsupport HelpDesk you need: An active NTRsupport account (with the HelpDesk option contracted, since HelpDesk is an optional module). Login and password of the administrator and at least one operator. Access to the web pages where you wish to integrate the service. Optionally, a customer database if you want to use their data in your HelpDesk system. This database can be imported into NTRsupport by following the methods explained in the final section of this document, Administration Tools. Roles in NTRsupport HelpDesk In the HelpDesk you will find the following user profiles: Role Description Administrator The NTRsupport administrator. See the HelpDesk options in the Administration Console, below the HelpDesk section. Operator The NTRsupport Operators allowed to use the HelpDesk. See the tools in the menu on the left-hand side, and the tools associated to a conversation, on the right-hand side of the Operator Console). Customer Optional profile. The Administrator can create Customer accounts allowing them to enter and follow-up their own incidents. Department Optional profile. A customer is divided into organizational units called departments. It is also possible to create Nested departments ( parent and child departments are allowed). User Mandatory profile. The end-user or party receiving assistance. The user is represented by an address and a name. The user reports the incidents to the operator, and depending on how the HelpDesk system has been implemented, he can also enter or view them. October 2006 Page. 4 of 9

5 Implementation Scenarios Before proceeding, you should decide how you wish to offer the HelpDesk service to your customers. It is an important decision, as it will affect every user that accesses the service, and especially those that register and consult incidents. There are several possible scenarios: Only operators can register incidents. In this scenario NTRsupport HelpDesk is totally transparent to endusers, and they will not be affected by any changes to the way that you use NTRsupport. The parameter for this option is: &HD=0. The operators can register incidents, and, in addition: If operators are available to attend to a call (Online), the users can choose between starting a conversation with an operator or consulting the status of any incident that they have reported. If they consult the status, they can add notes to the incident, but cannot register new ones. If there are no operators available to attend to the call (Offline), users can only leave a message. In this case, the users will not be affected by any change in the way that NTRsupport currently operates. The parameter for this option is: &HD=1. The operators can register incidents, and, in addition: If there are operators available to attend to a call (Online), the users will contact the operator directly. Under these circumstances, they will not be affected by any change. If there are no operators available to attend to a call (Offline), the interested parties can choose between leaving a message (as now), consulting a previously entered incident or creating a new incident. The parameter for this option is: &HD=2. The operators can register incidents and, in addition: If there are operators available to attend to a call (Online), the users can decide between starting a conversation with the operator, registering a new incident or consulting the status of any of their open incidents. If they consult the status, they can add notes to the incident, but cannot register new ones. If there are no operators available to attend to the call (Offline), the users can opt between leaving a message (as now), consulting a previously entered incident or entering a new incident. The parameter for this option is: &HD=3. Online help is not allowed. Operators and users can register incidents. However, users will not be able to contact an operator for a live Chat even if they are Online. In addition: If there are operators available to attend to a call (Online), a window will appear, offering the choice to register a new incident, or to browse an existing one. The option to contact an online operator will not appear. If there are no operators available to attend to the call (Offline), the users, in addition to creating new incidents or browsing existing ones, will be able to send a message to the operator. The parameter for this option is: &HD=5. Operators and user will be able to register new incidents. In addition: If there are operators available to attend to a call (Online), a window will allow the user to create a new incidence or browse an exiting one. It will also allow the user to contact an online operator for a conversation. If there are no operators available to attend to the call (Offline), the users will only be allowed to create new incidents and browse existing ones. The parameter for this option is: &HD=6. Contacting operators is not allowed, either Online or Offline. The only permitted actions are creating new incidents and browsing existing ones. The parameter for this option is: &HD=7. October 2006 Page. 5 of 9

6 Please check the following table to ensure that you have chosen the option that best suits your requirements: Button shown Online Button shown Offline Parameter Browse incidents Create incidents Get Online help Browse incidents Create incidents Get Offline help HD=0!! HD=1!!! HD=2!!!! HD=3!!!!!! HD=5!!!!! HD=6!!!!! HD=7!!!! Implementation Procedure Two steps are required to ensure that NTRsupport HelpDesk is active and working properly: 1) Modify the integration code of the NTRsupport button on the page or pages where you wish to offer the HelpDesk service. To do this include in the HTML code the parameter HD=option chosen. Example: <script language= JavaScript src= 1></script> Save the modified page and publish it. From this moment on, the NTRsupport button will respond to the selected option. 2) Access NTRsupport and login as an operator. Check that you have a new tool called HelpDesk on the left-hand side of the application menu. From this moment on you can register incidents. How to Register Incidents HelpDesk incidents can be entered into the system in three different ways: 1) The operator can register incidents at any time by accessing the option from the Tools menu, HelpDesk menu, HelpDesk option, Register an incident. 2) During an NTRsupport conversation with a user, the operator can click on the incident button that appears in the lower right-hand side of the tools associated with a conversation. This mode automatically assigns the current conversation to the incident registered. In this way, it is possible to consult both the incident registered and the conversation that lead to the incident. 3) The interested user can register incidents if the option &HD=3 has been chosen, and there are no operators available to attend to new calls (Offline). October 2006 Page. 6 of 9

7 In any case the procedure for registering incidents is simple: just complete the form shown by NTRsupport HelpDesk. The fields marked with an asterisk (*) are compulsory. Fields (*) Surname(*) Second Surname Name (*) Telephone Language Customer Department Operator (*) Incident Type Title (*) Description Priority (*) Status (*) Public notes Private notes Response Description User s address. If the user is already registered, this field will be filled automatically. A ticket will be sent to the user s address and with this ticket the user will be able to consult the incident. User s Surname User s Surname (optional) Name User s telephone number. Even if the user is already registered, this field will appear blank in order to allow the user to issue the phone number most convenient to them. Language. Name of the company or organization to which the user belongs. If the user is already registered, this field will be filled automatically. Department or organizational unit to which the user belongs. Operator assigned to the incident. By default, the incident is assigned to the operator who enters the incident, but it can be reassigned to (1) any operator or (2) all operators. Category to which the incident belongs. It can be selected from the types defined by the administrator. In the case in which it doesn t fit into any predefined type, the type can be set to None. Descriptive title of the incident, which should be clear, because it will appear in all HelpDesk screens. Incident Description There are three possible levels (Low, Medium and High) that will determine, with a colour code, the priority of the incident registered. NTRsupport HelpDesk incidents have 4 states that can be manually managed, and one that is set automatically. The statuses that the operator can manage are Open (the default, which means that no action has yet been taken), In process, (the incident is currently being attended to), Closed (the tasks that were necessary to resolve the incident have been completed), and Reopened (the incident has had to be re-opened). The automatic status Definitively Closed appears 24 hours after the incident has been closed. Definitively Closed incidents can be re-opened if necessary. Space for notes that will be visible to users, operators and administrators. Space for notes that will only be visible to operators and administrators. Space for the response that will be visible to users, operators and administrators. On saving an incident and assuming we have chosen option 1, 2 or 3 above, NTRsupport HelpDesk will issue a ticket to allow the user to consult their incident s status. This ticket will be sent automatically to the user s address. October 2006 Page. 7 of 9

8 Viewing Incidents HelpDesk incidents can be displayed from two options: 1) The user can see the incident details from the communication window. To do this they need to enter their incident ticket number and address. 2) Operators can use the HelpDesk option on the tools menu to view the incidents assigned to them. They also have the option to search or filter the incident list. Some fields (such as or customer name) allow the use of special characters such as * or terms such as Like. Editing Incidents There are two ways in which incidents can be edited: 1) The user can add public notes in the incident s window (only options 2 and 3). This allows the user to add information about the incident. 2) The operator can add public or private notes to an incident, report its resolution, modify its status or change its urgency. These tasks are performed by selecting the incidents to be modified from the list, making the changes and clicking save. Changing the status of an incident is one of the most important tasks in edit mode, as that will affect any calculations and statistics that the administrator receives about the NTRsupport operators. October 2006 Page. 8 of 9

9 Administration Tools For data loading and maintenance The NTRsupport HelpDesk Administrator has a specific section within the Administrator s console. It contains options for individual maintenance of customer departments and users (for example, new registrations or modifications). Furthermore, NTRsupport HelpDesk allows User data to be imported from a file that uses the following format: Name;TaxID;Address; ;Telephone;Fax;Country;Contact;Usercode;PostalCode;Town. In this file, the User code is the unique key, and, as such, should not be repeated under any circumstances. If it is necessary to re-load data (for example, to update information) the system will not overwrite the existing data with the same code. This data loading will help administrators, operators and users. It is possible to consult the loading process from the import menu. Once the customer s data have been imported, it is possible to change their organizational structure from the Departments Menu. Statistics and Incident Management In the incident menu, administrators have several tools with which to manage incidents by using the same view of incidents as the operators. In this way they can check the status of, modify or reassign incidents. From the Control Panel is possible to view incidents registered today, this week or this month. The view can be shown by priority or incident status. Depending on the view, it can display average resolution-time or average time with the current status. Finally, from the statistics menu, the administrator can see the total number of incidents and average resolution time by operator, customer or user. October 2006 Page. 9 of 9