Opero Helpdesk. Contents

Transcription

1 Opero Helpdesk Contents Opero Helpdesk... 1 Connecting to the helpdesk... 2 Login/Sign Up... 2 Create a ticket... 3 Account validation... 6 Viewing your tickets... 7 Ticket updates... 8 Creating a ticket by

2 Connecting to the helpdesk The helpdesk is located at This is what you will see when you connect to the helpdesk. Login/Sign Up Firstly, you do not need to login or sign up to create a helpdesk ticket. The login is for you to later come back and view the status of your helpdesk tickets. A new login will be created for you when you do create your first helpdesk ticket i.e. you will automatically be signed up for a helpdesk account. Just go ahead and create your first ticket. 2

3 Create a ticket Click that Submit a ticket button in the top right. We ve tried to keep it nice and simple. Just enter your address at the top in the Requester box, a brief description of the problem in the Subject box, and as much detail of your problem as you can in the Description box. Typical details that will be helpful in the Description box will be what you were doing before the problem occurred ( I selected the Diary Status Page and clicked on the KPI option on the toolbar ), what you expected to happen ( I expected a popup window with the KPI details to appear ), and what actually happened ( a yellow screen appeared with lots of strange text ). If the problem only occurs in certain circumstances, say so ( This happens on the H31/H32 profile, but everyone else seems to be OK ). If you have screen shots of the problem please attach them, as they can help enormously in identifying the problem. To send the ticket to us just click the Submit button at bottom right of the form. 3

4 This page confirms that your ticket has been sent. As stated, you will receive a copy of the ticket at your address you did give a valid address, right? 4

5 You ll notice in the test above our mail server has marked this response as SPAM; please check your junk mail folder if you don t receive the response in your inbox, as your mail server might also not like the automated response. Note the link in the . If you want to check the status of your ticket at any time then click that. You will however receive any updates to the ticket in your automatically. You will now be asked to log in using your address. Before you can log in for the first time you will however need to activate your helpdesk account. 5

6 Account validation Don t worry, this is easy. When you submit your first ticket you should receive an account activation . Just click the link in the to activate your account. Just enter a password in the Set your password and Password confirmation boxes, then click Activate at the bottom of the form. 6

7 That s it; your helpdesk account is now activated. You can come back at any time ( to check on your tickets or raise new ones. Viewing your tickets Click that Check Your Ticket Status link on the toolbar. You ll get a list of your tickets displayed. You can click on the ticket to open it up, where you will see any comments made by support personnel (shown in the Conversation panel above), and where you will be able to add additional 7

8 information if required ( Add note ). You can also close the ticket when your problem has been resolved ( Close this ticket ). Ticket updates As well as being able to view any responses to your ticket on the helpdesk web page as above, you will also automatically receive a copy of any response in your inbox. Creating a ticket by There is another way of submitting a helpdesk ticket to us, without using the website. Just send an to support@opero.uk.net. The Subject and Body of the will be used as the Subject and Description of the helpdesk ticket which will be raised automatically on your behalf. 8

9 You will receive the same confirmation as if you had entered the ticket details on the helpdesk web site. 9