ExDesk s Quick Start Account Configuration Guide
|
|
- Alexander Elliott
- 8 years ago
- Views:
Transcription
1 ExDesk s Quick Start Account Configuration Guide 1. Some Quick Definitions 2. Account Creation 3. The Decisions 4. Customizing your ExDesk account 5. Creating Admins 6. Creating additional Clients 7. Sharing the service with Closed Users Groups 8. Sharing the service with Open User Groups 9. The Admins-only approach 10. Ticket types available to your Admins 11. Attaching files to a ticket 12. Ongoing modifications 1. Some Quick Definitions Super Admin The creator of the ExDesk account who has the highest permission level. An Admin who can also configure the ExDesk account. Admin A person who will be resolving problems that are logged in trouble tickets, they can open, view, edit, update, and close tickets. Also referred to as administrator User the person reporting a problem, they will open tickets or have them opened by admins on their behalf. These are the people with the problems that the admins assist. Client Account A complete ticket system within the ExDesk account, each account starts with a single default client account called internal. You can create as many as needed and assign admins to them, customize them, add users to them etc. 2. Account Creation Your ExDesk account is composed of sub-accounts called client accounts, the first of which is called the internal (default) client account. This account has a master record found on the main menu in the Master account menu. At this point you should go into the master account menu and select edit the account to ensure that all your information is correct. Its especially important that the information for yourself (the Super Admin) is correct and that the Company information is correct. This Master account record serves as your User information and is unique because it s the only user information stored apart from the rest of the users and admins.
2 When a new ExDesk account is created it has a single client account for use by all your administrators and users. It can be completely customized to meet your support needs but two important decisions need to be made early on that will effect how you set up your system. REMEMBER: there is help information provided on every menu that is specific to what you are trying to do, just click on the button labeled Help in the lower left hand side of each page to get more information about a feature. 3. The Decisions Your ExDesk account can be set up with more than one client account. If you intend to use ExDesk for internal support only you may not need to set up additional client accounts. If you would like to present different trouble ticketing options to different departments or divisions internally you can either create a separate client account for each or support them by sharing the internal account with everyone. If you are using ExDesk to support external customers or businesses you probably should create a separate client account for each. Each client account can have their own trouble types, priority levels, custom fields, notification levels, reports, look and feel, etc. so if you need to present customized features to different groups (internally or externally) having multiple Client accounts is the approach to take. In either case all the trouble tickets that will be opened by users will flow back to the Admins (who are all located in the internal client account but assigned to work where needed) to be processed. 4. Customizing your ExDesk account From the main menu select Configure System. In the scroll box in the center of the screen highlight the internal (default) account and click Configure Client. The first settings you will want to address are trouble types, priorities, and notifications. Go to each of these menu selections and adjust the settings to suit the needs of your internal Client Account. The trouble types are the short problem categories that will appear in a drop down list when a user or admin creates a trouble ticket. They will choose from the available list you provide. To get you started we have included a number of default trouble types that would normally be used for IT support. Add any you might want the user to choose from in the future, an example would be if you used a Color printer in your office you might want to add Color Printer to the list. You can also remove any of the default entries you think your users would not need. There is no limit to the number you can create but understand that users are unlikely to scroll through hundreds of trouble types looking for the perfect fit. The only requirement from the ExDesk system is that you maintain at least one trouble type. The Priorities are selections that will also appear as color-coded check boxes on the user s trouble ticket creation screen. These are checked by the users to indicate how important or urgent they feel their issue is. There can be up to 7 separate levels but the default is 5. These levels can be renamed or deleted to give you the granularity you are looking for. The system will not allow for the deletion of all priority levels, you must maintain at least one level and if you have only one level it must be level #1.
3 The Custom Fields screen allows you to create an unlimited number of additional data fields that can be accessed by administrators, users or both when they create and view tickets. Simply enter the name of the field you would like to include in every one of your tickets (such as part #, Account number, or PC model ) and then check the active box, you can also check the user visible box if you would like your users to see these fields and be able to add text into them. These fields can be free text or made into drop down menus. You can check the drop down box and then click the Create Drop Down menu. Here you can add edit and delete drop down list entries. The list will appear empty at first with just an Add button, click this and add your first entry, add as many as you like. You can also select whether a custom field is mandatory or not. This is particularly important if you are using free text custom fields. These fields can be a mix of free text and drop down menus. When you are done click save changes The Notifications are organized into three groups, inbound, outbound, and internal. The internal page displays 7 different levels of notification you can choose from that will control how the Super Admin and Admins get notified of a new trouble ticket. They range from simple online display to online + + Cell/SMS/pager address for every new Trouble ticket. Different notification levels can be set for each Client account you create if you so choose. At any time these levels can be set higher or lower. You can also set how your users are notified when tickets are opened or changed on the outbound menu. Lastly, the internal menu determines how one administrator is notified when another administrator assigns them a ticket. The Administrators Menu selection on the Configure Client Menu will be discussed below and revisited after Administrators are first created. The remaining menu picks from the Configure Client Menu are not really mandatory places to visit during your initial configuration but you can alter their setting now if you like. The first one you may want to update is the Information page; this is where contact information for your client account is stored for your own records. The ExDesk system doesn t use this information itself but it provides a place for you to store contact information about your client account. This becomes more valuable when you have multiple external Client Accounts in use. The next is Site Design; from here you can alter the appearance and text of your internal account as well as the appearance of any additional client accounts. When you alter the appearance of the internal client you will see its effect after you save the changes and go to any other menu. When you alter the appearance of any other client account only the users of that account will see how it appears. You can preview the combination of logo, colors, and text for any client account that you by clicking the preview settings button at the bottom of the page. The Site Design menu allows you to upload a company logo by clicking the choose new logo button. When you have done that you can either upload your logo or choose from many different examples of stock art for your Client Account. The logo you upload is limited as follows: it must be a.jpg file, it can t be larger than 75k and should be within the size limit of 100h X 300w pixels. Once you have created a Custom look for your internal (default) Client Account its site design settings can be used as the defaults for all client accounts created in the future. Even though these can become the new defaults you can still alter any individual client account to appear any way you would like. One final note: the logo background color exists for use when the uploaded logo is either smaller than the minimum height or
4 width. A general rule of thumb to use when in doubt is to set it to the same color codes as the title text background color. The Ticket Types menu allows you to determine what style of ticketing your administrators will use if they are to open up tickets on behalf of users. Normally and by default they are able to choose from either a drop-down menu of closed users - people who already have a user profile created for them (this can be users or admins) or they can enter the , first name, last name, and phone number of a user and take the open user group approach where you may not know the users in advance or don t want them to be able to log in and create their own tickets (they can still create tickets if you want but from an open user group submission page see the usage guide for details). The last option is call call tracker where admins can create open user group tickets that are generally opened, updated, and closed in a single action. This is a good choice if you provide rapid-fire phone support to remote users and seldom leave a ticket open after talking them through a fix on the phone. On this menu you can also toggle on and off the ability to allow yourself and your admins to re-open closed tickets as well as the ability to attach files to a ticket. The Auto Escalation menu selection allows you to set up automatic reminders via and Cell/SMS/pager address when a ticket has remained open past a certain amount of time. Up to three levels can be activated with different contacts at each level. You will generally first need to set up administrators and users before using this feature. Lastly there is the HTML Forms menu selection. On this page you can request that an html ticket submission form be generated and sent to you automatically via . You can then take this form and embed it into your own website so that users can submit tickets and check ticket status directly from your own website. This form requires that you provide URL information to ExDesk as to where the user should be taken next to indicate that the ticket has been submitted successfully. The submission form will look just like a user level ticket submission form including whatever configured settings and custom fields you have added (except for site design settings). Its important therefore to first configure your client account before generating embeddable code. You can have a unique form for each client account if you like also but remember that any changes made to your account settings will require you to regenerate and replace older HTML code you might be using. 5. Creating Admins Administrators are the second highest level of user in your ExDesk system; they are below the Super Admin and above the regular user in terms of permissions. Admins are the people who will be working to resolve trouble tickets, all Admins must reside in the Internal (default) Client Account but they can be assigned to work in any Client Account. To Create a User or Admin go to the main menu and select User Accounts then select Add User if you have all the users contact information or Quick Add User if you just want to get a User ID created with the minimum of information. In either case provide the mandatory information and select Internal for the Client and select Admin for the User Type if it is to be an Admin, Do NOT check the critical user box. Check the login info to user box and then click Add User. Repeat this process for each Admin you require.
5 All the Admins you create in the internal client account are assigned to work on Trouble tickets created by users or themselves in the internal client account. If you create additional client accounts you will need to individually assign each Admin to it by going to the Configure System menu, selecting a client, clicking configure Client and then clicking on the Administrators button and then assigning each one separately. 6. Creating Additional Clients If you have chosen to use more than one client account for internal use or for external customers you will now want to create additional client accounts. This is not mandatory and if you don t intend to create additional accounts please skip to the next section (Sharing the service with Closed User Groups). To create additional Client Accounts go to the Main Menu and select Configure System, then select Add Client and enter the name of one (or more) client accounts that you would like to add. Below the box used to enter client names there are two buttons, the first one, if selected, allows you to create the new client account with the same customized settings as your internal client account (or another account you may have already created). The second button allows you to create new client accounts using the default settings ExDesk provided for your original internal client account. When the client account is completed you will receive an from ExDesk showing the URL Closed Users will need to access the account. When the Client Account is created you can go into the Configure System menu from the Main Menu and highlight your new Client Account and then click the Configure Client button to customize it further. To View all the URLs created along with your new client account go from the Main menu to the Master Account menu and select Client account information, this menu will show al the URLs for each client account. 7. Sharing the Service with Closed User Groups A closed User group is one where each user is given an ID and password to login with and open, update, and view tickets. Not everyone will want to implement their system as a closed user group system. Read below about open user groups and the Admin only approach to see what your implementation options are. To allow Closed Users to use the system you can either create each User Profile yourself or have the Users do it. For large User groups its best to have them do it themselves by sending them the sign-up link and ID/Password from the Client Account Info menu mentioned above and also sending them the normal login URL. Its important that you differentiate between the sign-up URL and the normal login URL because they will only use the sign-up URL once. They should also be instructed to bookmark the login URL and you may even want to attach a desktop icon to the login URL so they can have quick access to it. The best time to invite Users to join the service is after you have customized it to your liking and added the Administrators. If you have created Client Accounts, the Users you intend to have within those Client Accounts will have a different set of URLs and ID/Password combinations than those in the Internal Client Account. If you would like to change the ID and Password before mailing it to your Users do the following: go to the Main Menu and select Master Account then select Client Account info. In this menu you will see all the sign-up and login URL information and you will be able to change the IDs and Passwords.
6 If you intend to create each User Account yourself you can go from the Main Menu to User Accounts and either use Add User or Quick Add User and enter their information then check the login info to User box. This will send the User their ID and Password (that you create) as well as their login URL. They will not need a sign-up URL as you have already signed them up. 8. Sharing the Service with Open User Groups An Open User Groups is one where the individual users are not given ID s and Passwords They are just asked to provide contact information when they submit a ticket. ExDesk provides a special URL that these kinds of users can use to open a ticket or view the status of an open ticket. This URL is called the hosted open user new ticket URL and can be found on the main menu/master account/client account information menu selection. If you are using (or plan to use) the embeddable html ticket submission form it is also designed as an open user submission form. You might choose to use open rather than closed user groups if you didn t want your users to have to remember an ID and password combination or if you wanted to create a hyperlink from a web page to the open user ticket submission form. The Hosted open user view ticket URL will allow a user to get status on a ticket. If a user wants the status of a ticket they will need the ticket number and the address that they used in the contact information section when they created the ticket originally. ExDesk will then forward a status to the user if the ticket number submitted matches the address of the tickets creator. When an Open User creates a ticket their contact information and address are used to create a closed user profile within the system that the administrators can then use if they would like to ever open a ticket on behalf of the user at a later time. The address becomes the User ID.
7 9. The Admins-Only Approach Many companies choose to implement ExDesk in a way where only the Admins create tickets. This might be the right choice if your users are already calling a support phone line or you would rather not allow Users (open or closed) access to the system for whatever reason. Administrators have a unique ticket submission page that allows them to select closed users or previous open users from a drop down list or enter in the contact information for new open users. When an admin creates an open user ticket for someone, at a later date they can just ask the user for their address and then select the user from the closed user drop down list when they need to create another ticket for this user. By combining open user group ticketing with the Admins-only approach you never have to create individual user profiles in bulk, or individually and the users don t enter the system until the first time they need a ticket opened. This approach makes for the most rapid deployment possible. This method also means that the Users never receive any login information to the system (closed or open user URLs), and as a result they only become aware there is a support system when they receive there first automated status from ExDesk (this has your companies return address on it, please read the Usage Guide to learn more about status s that are sent to users). 10. Ticket types available to your admins While we have mentioned above that you can use open or closed user groups and your admins can select from either on the ticket creation screen you also have the ability to enforce a particular type of ticketing on the part of the admins. On the configure client menu the first selection is labeled ticket types, this menu allows you to select either closed-only, open-only, mixed (which is the default we have been referring to above), or call tracking. If you choose open-only or closed-only the alternate method of ticketing will be removed from the ticket creation screen. If you choose call logging you have the option of creating a call log ticket that can be submitted and closed in one operation or left open if needed. This option doesn t allow for assignment of admins at the time of creation, it automatically assigns the admin who creates the ticket as the admin.
8 11. Attaching files to a ticket For a small additional monthly fee (see you can chose to add the ability to attach files to your tickets. You can activate this feature by going from the main menu to the master account menu and selecting File attachment permissions. On this menu you can turn the functionality on globally which means that every current and future client account you have will allow your users and admin to attach up to 5 files per ticket. These files can be attached at ticket creation or later as long as the ticket is still open. You can also turn the functionality on by selection Per Client account which activates the feature but allows you to choose which client accounts you want to offer file attachments to. If you choose per client account and you know which client accounts you want to enable then simply go from the main menu to the configure system menu and highlight a client account, click configure client then click ticket types and toggle on file attachments. 12. Ongoing Modifications Once your system is configured and running with users you can always add, remove, or change just about anything. If, over time, you need to change notification levels or priority levels or Admins you can. You can also delete Client Accounts and add new ones whenever you like. The system remains completely configurable during its usage. The only things that can t be changed from within the system are the Company and Client Names once they are created and the ID of the Super Admin. If you ever need to change who the Super Admin is we would need an from the current Super Admin requesting the change. The should be sent to support@exdesk.com. We will then call to confirm the change for security reasons. Some of the settings and Users that you may want to change during the course of usage will require you to first do other things. If for example you want to delete an Admin then you must first reassign the Admins open Trouble tickets to another Admin or close them. The same is true for Client Account deletion; The Client account must have its users removed and all of its Trouble tickets closed and its Admins unassigned (except for the Super Admin) before it can be deleted. Additional rules relating to system changes can be found in the Usage Guide. At this point you are ready to begin using your ExDesk System! If you have any questions us at support@exdesk.com or feel free to call us at Thank you, The ExDesk Team
About DropSend. Sending Files with DropSend
About DropSend DropSend is a service that allows businesses and individuals to send large files, store files online and collaborate in a quick and easy way. DropSend Business Plan will help your company
More informatione11 Help Desk User Manual
e11 Help Desk User Manual Representative Section (Version 4.4) Page 1 of 30 Preface The e11 Helpdesk Representative Manual Version 4.4 is intended for the customer support representatives who are responsible
More informationYour Blueprint websites Content Management System (CMS).
Your Blueprint websites Content Management System (CMS). Your Blueprint website comes with its own content management system (CMS) so that you can make your site your own. It is simple to use and allows
More informationADMIN GUIDE. The Breakdown
ADMIN GUIDE This Administrator Quick Start Guide will help walk you through the process of getting your ebackpack account up and running. Don t forget, if you need any additional help, please contact us
More informationIntellect Platform - The Workflow Engine Basic HelpDesk Troubleticket System - A102
Intellect Platform - The Workflow Engine Basic HelpDesk Troubleticket System - A102 Interneer, Inc. Updated on 2/22/2012 Created by Erika Keresztyen Fahey 2 Workflow - A102 - Basic HelpDesk Ticketing System
More information1. Manage your Group. 1. Log on to the CampusGroups platform.
1 1. Manage your Group 1. Log on to the CampusGroups platform. 2. Upon logging in, select your club from the Groups drop-down (next to the Home icon) and click on the Manage button next to the group of
More information6. If you want to enter specific formats, click the Format Tab to auto format the information that is entered into the field.
Adobe Acrobat Professional X Part 3 - Creating Fillable Forms Preparing the Form Create the form in Word, including underlines, images and any other text you would like showing on the form. Convert the
More informationIT Support Tracking with Request Tracker (RT)
IT Support Tracking with Request Tracker (RT) Archibald Steiner AfNOG 2013 LUSAKA Overview What is RT? A bit of terminology Demonstration of the RT web interface Behind the scenes configuration options
More informationOverview. Table of Contents. isupport Incident Management
Overview The isupport software is a powerful and flexible help desk/desktop support solution used by San José State to manage information technology tickets, or incidents. While isupport has many tools
More informationContent Management System User Guide
Content Management System User Guide support@ 07 3102 3155 Logging in: Navigate to your website. Find Login or Admin on your site and enter your details. If there is no Login or Admin area visible select
More informationOnboarding for Administrators
Welcome! This resource will walk you through the quick and easy steps for configuring your Paylocity Onboarding module and managing events. Login Launch Events Complete Tasks Create Records Configure Events
More informationClicktoFax Service Usage Manual
ClicktoFax Service Usage Manual 1. Log in to Fax Service 2. Configure your account 3. Send a fax 4. Receive a fax/search for Faxes/View Faxes 5. Logout 6. Additional Support 1. Log into fax service: a.
More informationsmarshencrypt User s Guide
Versions Addressed: smarshencrypt 2.0 Document Updated: 7/30/2010 Copyright 2010 Smarsh, Inc. All rights Purpose: This document will guide the end user in receiving and viewing smarshencrypt secure messages.
More informationAT&T Connect Add-in for Google Calendar
AT&T Connect Add-in for Google Calendar 2015 AT&T Intellectual Property. All rights reserved. AT&T, the AT&T logo and all other AT&T marks contained herein are trademarks of AT&T Intellectual Property
More informationHubcase for Salesforce Installation and Configuration Guide
Hubcase for Salesforce Installation and Configuration Guide Note: This document is intended for system administrator, and not for end users. Installation and configuration require understanding of both
More informationNDSU Technology Learning & Media Center. Introduction to Google Sites
NDSU Technology Learning & Media Center QBB 150C 231-5130 www.ndsu.edu/its/tlmc Introduction to Google Sites Get Help at the TLMC 1. Get help with class projects on a walk-in basis; student learning assistants
More informationManaging Your ecommerce Store
West Virginia University Information Technology Services ecommerce Store Manager QuickStart Guide Managing Your ecommerce Store Last Updated: August 22, 2014 Table Of Contents If you are using a Mac, click
More informationWhen you first login to your reseller account you will see the following on your screen:
Step 1 - Creating Your Administrative Account We presume that your Reseller account has been created. Here's how to create your Administrative account which you'll use to create your hosting plans, add
More informationTigerTracks Incident Management Customer Guide Revision: 0.2
TigerTracks Incident Management Customer Guide Revision: 0.2 May 14, 2010 Version 0.2 Page 1 of 16 Contents Contents... 2 1.0 TigerTracks Incident Management... 3 1.1 Create an account... 3 1.2 Log into
More informationQuick Start Guide. 1 Copyright 2014 Samanage www.samanage.com
Quick Start Guide 1 Copyright 2014 Samanage www.samanage.com Table of Contents Introduction 3 Organization 4-6 Users 7-9 Asset Deployment 10 Self-Service Portal 11-13 Service Desk 14-16 Email Settings
More informationVirtual Office Online and Virtual Office Desktop
Virtual Office Online and Virtual Office Desktop Quick Start Guide Version 3.6 April 2014 The Champion For Business Communications Contents Virtual Office Overview...3 Getting Started...3 Login to Virtual
More informationCustomized Net Conference
Customized Net Conference How to Use Microsoft Office Live Meeting 2005 Event Registration Event Registration is a feature of Customized Net Conference Powered by Microsoft Office Live Meeting and is designed
More informationFax User Guide 07/31/2014 USER GUIDE
Fax User Guide 07/31/2014 USER GUIDE Contents: Access Fusion Fax Service 3 Search Tab 3 View Tab 5 To E-mail From View Page 5 Send Tab 7 Recipient Info Section 7 Attachments Section 7 Preview Fax Section
More informationNextGen Setup Guide First-time Workstation Setup & Logging In
This guide will help you get setup on NextGen for the first time you log onto a City or SBC computer. It will also help if you are a first-time user and need to create your password. I. Setting up Desktop
More informationSelf-Service Portal Implementation Guide
Self-Service Portal Implementation Guide Salesforce, Winter 6 @salesforcedocs Last updated: October 0, 05 Copyright 000 05 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark
More informationTable of Contents. Page 1 MLS PIN Customer Support 800 695 3000 Monday Friday 8 am to 7:30 pm, Saturday 9 am to 5 pm, Sunday 9 am to 1 pm
Table of Contents Activity... 4 Chart Time Frame... 4 Listing Activity Chart... 4 View Price Activity Chart... 4 Archive... 4 Archive Contacts... 4 Unarchiving Contacts... 5 Assign Contacts... 5 Assigned
More informationUnicenter Service Desk v11 (USD) Training Materials for Analysts
Unicenter Service Desk v11 (USD) Training Materials for Analysts 1 Table of Contents Introduction... 3 Logging In as an Analyst... 4 Reading the Scoreboard... 5 My Requests...5 Viewing My Group Unassigned
More informationHow To Change Your Site On Drupal Cloud On A Pcode On A Microsoft Powerstone On A Macbook Or Ipad (For Free) On A Freebie (For A Free Download) On An Ipad Or Ipa (For
How-to Guide: MIT DLC Drupal Cloud Theme This guide will show you how to take your initial Drupal Cloud site... and turn it into something more like this, using the MIT DLC Drupal Cloud theme. See this
More informationStrategic Asset Tracking System User Guide
Strategic Asset Tracking System User Guide Contents 1 Overview 2 Web Application 2.1 Logging In 2.2 Navigation 2.3 Assets 2.3.1 Favorites 2.3.3 Purchasing 2.3.4 User Fields 2.3.5 History 2.3.6 Import Data
More informationOnboarding for Administrators
This resource will walk you through the quick and easy steps for configuring your Paylocity Onboarding module and managing events. Login Launch Events Complete Tasks Create Records Configure Events Module
More informationDreamweaver Tutorials Creating a Web Contact Form
Dreamweaver Tutorials This tutorial will explain how to create an online contact form. There are two pages involved: the form and the confirmation page. When a user presses the submit button on the form,
More informationWeb Help Desk Technician Guide
Web Help Desk Technician Guide Version 1.0 Information Technology Services 2011 Table of Contents I. INTRODUCTION... 1 II. GETTING STARTED... 1 A. Signing into Web Help Desk... 1 B. Exiting Web Help Desk...
More informationCvent Attendee Management
Cvent Attendee Management 1765 Greensboro Station Place McLean, VA 22102 www.cvent.com customercare@cvent.com U.S. and Canada (toll-free) 866.318.4357 UK (toll-free) 0808.234.4543 Australia (toll-free)
More informationHELP DESK MANUAL INSTALLATION GUIDE
Help Desk 6.5 Manual Installation Guide HELP DESK MANUAL INSTALLATION GUIDE Version 6.5 MS SQL (SQL Server), My SQL, and MS Access Help Desk 6.5 Page 1 Valid as of: 1/15/2008 Help Desk 6.5 Manual Installation
More informationUsing the jmrdesign Service Desk
The jmrdesign Service Desk provides supported client users with a more comprehensive resource and easier to use interface. The jmrdesign Service Desk is designed to increase the efficiency and reduce the
More informationKFUPM. Web Content Management System powered by SharePoint 2010. www.kfupm.edu.sa 1
KFUPM Web Content Management System powered by SharePoint 2010 1 Sample Department Site Site Actions Steps to login for administrators Navigate to your website and type in the url /admin.aspx
More informationHelpDesk Connect Operator Manual rev. 1.0.
HelpDesk Connect Operator Manual rev. 1.0. 2003-2009 Eastwright Corp. www.eastwright.com 1 1.System Overview 1.1. Concepts The HelpDesk Connect is a web based help desk system. The program allows efficient
More informationCollabNet TeamForge 5.3. User Guide
CollabNet TeamForge 5.3 User Guide CollabNet TeamForge 5.3 TOC 3 Contents Chapter 1: Plan and track anything...11 Estimate effort for agile development...12 Find tracker artifacts...12 Display tracker
More informationUnicenter Service Desk v11 (USD) Training Materials for Employees
Unicenter Service Desk v11 (USD) Training Materials for Employees 1 Table of Contents Introduction... 3 Logging In to USD as an Employee... 4 Creating a New Request... 5 To change Request Area field:...
More informationMA TESOL (by distance) Lancaster University. Moodle User Guide
MA TESOL (by distance) Lancaster University Moodle User Guide Contents 1. LOGIN... 3 2. ENTER YOUR COURSE... 4 3. MOVING AROUND MOODLE... 4 3.1 BREADCRUMBS... 4 3.2 SIDEBAR... 5 3.3 THE MAIN CONTENT...
More informationSona Systems, Ltd. EXPERIMENT MANAGEMENT SYSTEM Master Documentation Set
Sona Systems, Ltd. EXPERIMENT MANAGEMENT SYSTEM Master Documentation Set Version 2.74 Copyright 2010 Sona Systems, Ltd., All Rights Reserved About This Manual This manual covers usage of the system from
More informationWelcome to EMP Monitor (Employee monitoring system):
Welcome to EMP Monitor (Employee monitoring system): Overview: Admin End. User End. 1.0 Admin End: Introduction to Admin panel. Admin panel log in. Introduction to UI. Adding an Employee. Getting and editing
More informationDistributor Control Center Private Label/Channel Administrators
March 13, 2014 Distributor Control Center Private Label/Channel Administrators Version 2.6.3 Everyone.net Table of Contents Distributor Control Center... 1 1 The Distributor Control Center... 4 1.1 Introduction...
More informationWinSen Online Payment / Prelease Service
WinSen Online Payment / Prelease Service SENTINEL SYSTEMS CORPORATION 1620 Kipling St Lakewood, CO 80215 800-456-9955 303-242-2010 FAX www.sentinelsystems.com Revised 11/06/2006 Introduction This service
More informationSetting Up Your Online ecommerce Shopping Cart
Setting Up Your Online ecommerce Shopping Cart Setting Up Your Online ecommerce Shopping Cart Contents o Building Your ecommerce Shopping Cart o Creating Products o Configuring Shipping & Verifying Taxes
More informationDocument OwnCloud Collaboration Server (DOCS) User Manual. How to Access Document Storage
Document OwnCloud Collaboration Server (DOCS) User Manual How to Access Document Storage You can connect to your Document OwnCloud Collaboration Server (DOCS) using any web browser. Server can be accessed
More informationVersion 1.7. Inbound Email Integration (POP3 and IMAP) Installation, Configuration and User Guide. Last updated October 2011
Version 1.7 Inbound Email Integration (POP3 and IMAP) Installation, Configuration and User Guide Last updated October 2011 1 Introduction and Overview... 1 2 The Case for Email monitoring... 2 3 Installation
More informationIntelliPay Billpay Application Documentation
IntelliPay Billpay Application Documentation Contents Billpay Introduction First Time Payment (With username and password) First Time Payment (Without username and password) Returning Customer Introduction:
More informationCase Management Implementation Guide
Case Management Implementation Guide Salesforce, Winter 16 @salesforcedocs Last updated: October 30, 2015 Copyright 2000 2015 salesforce.com, inc. All rights reserved. Salesforce is a registered trademark
More informationThis guide is to help you get started with Live Chat Support on your Wix website. If you have any additional questions after reading this guide,
This guide is to help you get started with Live Chat Support on your Wix website. If you have any additional questions after reading this guide, please chat with us at www.socialintents.com or email us
More informationBMC Remedy Incident Management Quick Start User Guide Training Manual. Version 3.0
BMC Remedy Incident Management Quick Start User Guide Training Manual Version 3.0 2 Table Contents - Quick Start User Guide How to display Incident Console window... 3 How to set up your Profile... 3 How
More informationFacebook Page Management for Beginners Training Manual
Facebook Page Management for Beginners Training Manual Contents 1.0 Executive Summary... 4 2.0 Introduction to Facebook... 4 2.1 Facebook Statistics... 4 2.2. Facebook Pages... 5 2.3 Facebook Demographics...
More informationTable of Contents. Welcome... 2. Login... 3. Password Assistance... 4. Self Registration... 5. Secure Mail... 7. Compose... 8. Drafts...
Table of Contents Welcome... 2 Login... 3 Password Assistance... 4 Self Registration... 5 Secure Mail... 7 Compose... 8 Drafts... 10 Outbox... 11 Sent Items... 12 View Package Details... 12 File Manager...
More informationMastering Lync Meetings
Mastering Lync Meetings cd_mastering_lync_meetings_v2 1 8/25/2014 Course Title Contents Overview of scheduled Online Lync meetings... 3 General Best Practices... 3 Scheduling the meeting... 4 Recurring
More informationMECnet Portal: Using Web Based Email
DRAFT User s Manual MECnet Portal: Using Web Based Email MECnet is a division of Merrimack Education Center, a non profit organization DRAFT MECnet Portal Quick Reference Guide To access your mail, use
More informationUNIVERSITY OF CALGARY Information Technologies WEBFORMS DRUPAL 7 WEB CONTENT MANAGEMENT
UNIVERSITY OF CALGARY Information Technologies WEBFORMS DRUPAL 7 WEB CONTENT MANAGEMENT Table of Contents Creating a Webform First Steps... 1 Form Components... 2 Component Types.......4 Conditionals...
More informationCUSTOMER PORTAL USER GUIDE FEBRUARY 2007
CUSTOMER PORTAL USER GUIDE FEBRUARY 2007 CONTENTS INTRODUCTION 1. Access to the system 2. Case Management 2.1 Create a case 2.2 Review & Access existing cases 2.3 Update a Case 2.4 Resolve and Close a
More informationNetwork Management & Monitoring Request Tracker (RT) Installation and Configuration
Network Management & Monitoring Request Tracker (RT) Installation and Configuration Notes: Commands preceded with "$" imply that you should execute the command as a general user - not as root. Commands
More informationEmail access via the Internet. Outlook Web Access
Email access via the Internet Outlook Web Access SiX Document Title/ Search Keyword(s): Email access via the Internet Outlook Web Access Service Group: E-Learning & Information Management Contact Details:
More informationClockWork Online Test Booking Manual. TechnoPro Computer Solutions Inc. 2013
ClockWork Online Test Booking Manual TechnoPro Computer Solutions Inc. 2013 Table of Contents Scenario and Assumptions... 5 What are Your Test Centre Rules/Processes?... 6 Add a Test Booking Form for Assets...
More informationMyMediasite Web Interface Overview:
MyMediasite Web Interface Overview: 1. Visit http://mymediasite.bloomu.edu from any web browser. 2. Log in using your complete email address and university password. 3. You should now see the following
More informationHow to Use Swiftpage for Microsoft Excel
How to Use Swiftpage for Microsoft Excel 1 Table of Contents Basics of the Swiftpage for Microsoft Excel Integration....3 How to Install Swiftpage for Microsoft Excel and Set Up Your Account...4 Creating
More informationTable of Contents INTRODUCTION... 2 HOME PAGE... 3. Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG...
Table of Contents INTRODUCTION... 2 HOME PAGE... 3 Announcements... 7 Personalize & Change Password... 8 Reminders... 9 SERVICE CATALOG... 11 Raising a Service Request... 12 Edit the Service Request...
More informationSite Administrator User Guide. show, tell, share
Site Administrator User Guide show, tell, share Contents About your Team site 1 What is a Team site? 1 What can you do on a Team or Business site that you can t do on www.present.me? 1 Getting Started
More informationHow To Create A Campaign On Facebook.Com
Seriously powerful email marketing, made easy Table of Contents DOTMAILER QUICK START GUIDE... 3 Main Screen... 4 Getting Started... 6 STEP 1: CAMPAIGN SETTINGS... 7 STEP 2: CAMPAIGN CONTENT... 8 Editing
More informationHow To Log On To The Help Desk On Manageengine Service Desk Plus On Pc Or Mac Or Macbook Or Ipad (For Pc Or Ipa) On Pc/ Mac Or Ipo (For Mac) On A Pc Or Pc Or Mp
Service Desk Plus: User Guide Introduction ManageEngine ServiceDesk Plus is comprehensive help desk and asset management software that provides help desk agents and IT managers, an integrated console to
More informationEMAIL CAMPAIGNS...5 LIST BUILDER FORMS...
Basic User Guide Table of Contents INTRODUCTION...1 CAMPAIGNER FEATURES...1 WHO SHOULD READ THIS GUIDE?...1 GETTING STARTED...2 LOGGING IN TO CAMPAIGNER...2 DASHBOARD...3 Modify Your Dashboard...4 EMAIL
More informationTechnology in the Classroom Kidblog kidblog.org
Technology in the Classroom Kidblog kidblog.org Kidblog provides a secure classroom blogging community, where teachers have complete control over individual student blogs. Students do not need an email
More information2) Log in using the Email Address and Password provided in your confirmation email
Welcome to HR Classroom! The following will show you how to use your HR Classroom admin account, including setting up Training Groups, inserting Policies, and generating Trainee Reports. 1) Logging into
More informationGoogle Docs, Sheets, and Slides: Share and collaborate
Google Docs, Sheets, and Slides: Share and collaborate Once you've created your document, you can share it with others. Collaborators can then edit the same document at the same time you'll always have
More informationUsing CRM Business Process Guide
Using CRM Business Process Guide for All CRM Agents Table of Contents GETTING STARTED IN CRM...3 WHAT IS CRM?...4 ACCESSING CRM...5 CUSTOMIZE YOUR CASE VIEW...6 SHOW MY CASES ON HOME PAGE...8 SEARCHING
More informationCase Management: The Engine of Your Support System
Case Management: The Engine of Your Support System Hi and thanks for using Desk.com! Now that you ve had a little more time to use Desk.com, we want to help make sure you re getting the most out of it.
More informationThe Lynx A Step by Step guide
The Lynx A Step by Step guide Section 1: Updating your organization and recruiting tips (pg.1) Section 2: For page managers (pg. 5) Section 3: Club Sports specific tasks (pg. 12) Section 4: New Users and
More informationIMPORTANT: You must complete this step before you can install and activate SafeSend.
Initial Setup Guide Welcome to SafeSend! This guide has been created to assist with your initial setup. Please follow the below steps to get started. If you are a Firm Administrator and are setting your
More informationContact Manager HELP GUIDE
Contact Manager HELP GUIDE Monday Friday 8 am 7:30 pm, Saturday 9 am 5 pm, Sunday 9 am 1 pm Revised: June 3, 2014 Table of Contents Managing Contacts... 4 Create A New Contact... 4 Contact Name(s)... 4
More informationEmail Signatures. Advanced User s Guide. Version 2.0
Advanced User s Guide Version 2.0 Contents Email Signatures... 3 About the Documentation... 3 Ifbyphone on the Web... 3 Copying Click-to-XyZ Code... 4 Logging in to your ifbyphone Account... 4 Web-Based
More informationCypress Connexion HELP Guide www.cypressconnexion.com
Welcome to Cypress Connexion your one-stop-shop for accessing and managing your Cypress Communications account online, at your convenience. The following guide will provide you with helpful information
More informationContents First Time Setup... 2 Setting up the Legal Vault Client (KiteDrive)... 3 Setting up the KiteDrive Outlook Plugin... 10 Using the Legal Vault
Contents First Time Setup... 2 Setting up the Legal Vault Client (KiteDrive)... 3 Setting up the KiteDrive Outlook Plugin... 10 Using the Legal Vault Outlook Plugin... 13 Using KiteDrive to Send Large
More informationOmniTouch 8440 Messaging Software Quick Reference Guide. Messaging Services Telephone User Interface
Quick Reference Guide Introduction Access to voice messaging is available: Via the Telephone User Interface The Telephone User Interface is accessible from any phone, whether internal or external to the
More informationReseller Panel Step-by-Step Guide
1. Legal notice setup. Alternative language setup. Enter legal notice as text. Enter legal notice as link 2. ResellerPanel design. Edit colors and layout. Edit themes and icons 3. Create a new customer.
More information2013 EDITION. V-Camp Student. Guide. INTERACTIVE GUIDE Use the buttons shown below to navigate throughout this interactive PDF BACK
V-Camp Student Guide INTERACTIVE GUIDE Use the buttons shown below to navigate throughout this interactive PDF BACK 03 EDITION V-Camp Student Guide Table of Contents Unit : Table of Contents...iii How
More informationOperators Guide. Version 8.2
Operators Guide Version 8.2 Latest features Summary (these are shown in red in this document): Improvements to Operator Login Page layout and add link to smartphone login. FAQ search on smartphone (PDA)
More information1) Go to the following URL: https://myitservices.nus.edu.sg/arsys/ 2) Login with your NUS account and password.
Introduction: Computer Centre has a wide range of service offering to all NUS users. Through an easy-to-use selfservice IT Service Request Portal, selected services are exposed to NUS Community to facilitate
More informationCloud. Hosted Exchange Administration Manual
Cloud Hosted Exchange Administration Manual Table of Contents Table of Contents... 1 Table of Figures... 4 1 Preface... 6 2 Telesystem Hosted Exchange Administrative Portal... 7 3 Hosted Exchange Service...
More informationHow To Use Remedy On A Pc Or Macbook 2.5 (For Mac)
Remedy Quick Start Guide Remedy 7 is a workflow tool for managing requests and their resolution. It is available to subscribed departments at NYU. This guide will introduce you to the basic layout and
More informationOutlook Web Access (OWA) User Guide
Outlook Web Access (OWA) User Guide September 2010 TABLE OF CONTENTS TABLE OF CONTENTS... 2 1.0 INTRODUCTION... 4 1.1 OUTLOOK WEB ACCESS SECURITY CONSIDERATIONS... 4 2.0 GETTING STARTED... 5 2.1 LOGGING
More informationOutlook 2010. Mail, Calendar, Contacts, Notes & Tasks. User Guide
User Guide Outlook 2010 Mail, Calendar, Contacts, Notes & Tasks IT Training (818) 677-1700 training@csun.edu www.csun.edu/it/training CSUN IT Training YouTube Channel http://www.youtube.com/user/csuninfotech
More informationGetting started with OneDrive
Getting started with OneDrive What is OneDrive? OneDrive is an online storage area intended for business purposes. Your OneDrive library is managed by the University. You can use it to share documents
More informationFairfield University Using Xythos for File Sharing
Fairfield University Using Xythos for File Sharing Version 7.0 Table of Contents I: Manage your Department Folder...2 Your Department Folder... 2 II: Sharing Folders and Files Inside of Fairfield U...3
More informationBox Admin Best Practices: Everyday Collaboration
Box Admin Best Practices: Everyday Collaboration Sharing documents securely is easy with Box. You can configure sharing and collaboration settings to fit the needs of every person in your team, company
More informationChapter 10 Encryption Service
Chapter 10 Encryption Service The Encryption Service feature works in tandem with Dell SonicWALL Email Security as a Software-as-a-Service (SaaS), which provides secure data mail delivery solutions. The
More informationModule 1. 4 Login-Send Message to Teacher
Module 1. 4 Login-Send Message to Teacher Students, in this lesson you will 1. Learn to login to your InterAct account. 2. Learn how to send an email message. Logging on to Students Online 1. Launch the
More informationXythos on Demand Quick Start Guide For Xythos Drive
Xythos on Demand Quick Start Guide For Xythos Drive What is Xythos on Demand? Xythos on Demand is not your ordinary online storage or file sharing web site. Instead, it is an enterprise-class document
More informationSoftChalk. Level 1. University Information Technology Services. Training, SoftChalk Level Outreach, 1 Learning Technologies and Video Production
SoftChalk Level 1 University Information Technology Services Training, SoftChalk Level Outreach, 1 Learning Technologies and Video Production Page 1 of 49 Copyright 2013 KSU Department of University Information
More informationPLESK 7 NEW FEATURES HOW-TO RESOURCES
PLESK 7 NEW FEATURES HOW-TO RESOURCES Copyright (C) 1999-2004 SWsoft, Inc. All rights reserved. Distribution of this work or derivative of this work in any form is prohibited unless prior written permission
More informationRemote Online Support
Remote Online Support STRONGVON Tournament Management System 1 Overview The Remote Online Support allow STRONGVON support personnel to log into your computer over the Internet to troubleshoot your system
More informationMikogo User Guide Linux Version
Mikogo User Guide Linux Version Table of Contents Registration 3 Downloading & Running the Application 4 Start a Session 5 Join a Session 6 Features 7 Participant List 7 Switch Presenter 8 Remote Control
More informationWEBSITE CONTENT MANAGEMENT SYSTEM USER MANUAL CMS Version 2.0 CMS Manual Version 1.0 2-25-13
WEBSITE CONTENT MANAGEMENT SYSTEM USER MANUAL CMS Version 2.0 CMS Manual Version 1.0 2-25-13 CONTENTS Things to Remember... 2 Browser Requirements... 2 Why Some Areas of Your Website May Not Be CMS Enabled...
More informationLiveStreamingCDN Producer User s Guide
LiveStreamingCDN Producer User s Guide A LiveStreamingCDN Producer account offers a variety of premium features in addition to live and VOD streaming capabilities. A Producer account comes with a multi-device
More informationDOMAIN CENTRAL HOSTING EMAIL
Welcome to our hosting services, we have created the following documents to help you get up and running as quickly as possible. If at any stage you encounter difficulties, you are welcome to send a help
More information