Vision Helpdesk Client Portal User Guide

Transcription

1 Hepdesk Hepdesk Vision Hepdesk Cient Porta User Guide VISION HELPDESK v3 User Guide (for Cient)

2 CLIENT PORTAL DETAILS VISION HELPDESK v3 User Guide (for Cient)

3 Hepdesk Index Cient Porta Language Register Home Profie Submit ticket View ticket Invoices Products Orders Sef hep Logout VISION HELPDESK v3 User Guide (for Cient)

4 CLIENT PORTAL DETAILS VISION HELPDESK v3 User Guide (for Cient)

5 Hepdesk Cient Porta Cient Porta offers a web porta for the customers. They can open a new ticket and keep track of existing ticket and even sending a feedback. The Vision hepdesk cient porta can be fuy customized. Cient Porta is used by end user cients to submit new or update their tickets. It aso offers Sef Hep (i. e. Knowedgebase area for customers). To iustrate you can check beow onine demo URL for Vision Hepdesk CLIENT PORTAL http: //visiononinedemo. com/support The cient can ogin to the Vision Hepdesk. The cient needs to enter the User name and the Password. Forgot user name or password? If the cient forgets the username or password then it can be recovered in two ways: 1) Password wi be reset and send to cient s emai address. 2) Cient can contact the Admin to reset the password. Ý Cient porta ogin VISION HELPDESK v3 User Guide (for Cient) 1

6 CLIENT PORTAL DETAILS Language: The desired anguage can be seected from the Language option. The cient porta can be converted into the anguage that is seected. The defaut anguage is set by the admin in domain settings. (For a the settings reated to the cient porta refer Admin Settings) Settings -> Customizations -> Cient porta Register In order to register onesef to Vision hepdesk the cient needs to fi in the detais that are sef expanatory. After registration, a mai is sent to the cient on the emai address that he has mentioned during the registration. Ý Register cient Detais such as the First and Last name, User name, Emai, Password, Contact number and address, Company name and address etc. are to be fied by the cient and these fieds are sef expanatory. Image Verification: Here image verification is performed for the confirmation purpose. It is performed in order to make sure that the person who is registering is a rea person and not an internet bot. 2 VISION HELPDESK v3 User Guide (for Cient)

7 Hepdesk Home The home page for the cient porta woud consist of the featured artices. Featured Artices are those artices that appear on the cient porta home screen. These artices can be ooked upon when ever needed. It gives the proper exposure to the artice. And the time of the staff members and the cients is aso saved. Ý Home Profie: A the detais reated to the profie of the cient can be set through the profie option. It is aso possibe to add and manage the sub contacts of the cients using this option. Ý Cient profie VISION HELPDESK v3 User Guide (for Cient) 3

8 CLIENT PORTAL DETAILS Profie: The fieds such as the First and Last name, User name, Password etc. are to be fied by the cient which are sef expanatory. The detais reated to the profie which are fied woud be refected in the profie of the cient. Profie image: The cient can browse the image and set it as his profie image. Defaut profie image is shown if it is not changed. Manage Contact: Cient can aso add sub contacts and assign them access rights accordingy. Sub contacts ogin to cient porta just ike cients. They can submit, view and edit tickets. A the sub contacts added by the particuar cient can be updated from here. It wi show the ist of the sub contacts of the particuar cient. Add Contact: The cient can add his own contacts by fiing up a the detais for adding a cient. The cient needs to mention the access rights for the particuar contact that he has added. The cient can give ony a singe access or he can even give mutipe accesses to the contact added by him. The particuar contact can aso be added without assigning him with any access rights. Change Password: The cient can change the password that he has mentioned earier using the change password option. Submit ticket: Customers can open new tickets from cient porta they can choose the department they want to direct their questions, set issue type, priority for the issue. Thus the ticket reated to certain issue can be submitted through the cient porta using the submit ticket option. Ý Submit ticket 4 VISION HELPDESK v3 User Guide (for Cient)

9 Hepdesk The fieds reated to submit ticket are as stated beow: Department: The cient needs to mention the department where he wants the ticket to be submitted or directed. Depending on the department the priority and the type of the ticket, the page wi be reoaded. The fieds such as the First and Last name, Emai etc. are sef expanatory. Attachments can aso be made by the cient whie submitting the particuar ticket. Image verification / Captcha: Image verification is performed so that the system makes sure that the cient is a rea person and not an internet bot short for robot, some aso ca it as web spiders. So image verification is performed for the confirmation purpose. View tickets: The cient can aso keep a proper track of tickets and view the desired ticket through the view tickets option. It shows the tickets of the cients which are soved (cosed status) or unsoved (other than cosed). Ý View tickets When we cick on the particuar ticket hash then it wi show a the detais reated to the tickets. It is possibe to repy or edit a particuar ticket which is seected. It consists of the fieds which are as stated beow: Ticket detais: A the detais regarding the ticket of the particuar cient wi be mentioned here. It consists of the detais such as the subject, department, type, status etc. Repy ticket: It is aso possibe to give a repy to the existing tickets using the Repy ticket option. The attachments can aso be attached whie repying to a particuar ticket. VISION HELPDESK v3 User Guide (for Cient) 5

10 CLIENT PORTAL DETAILS Ý Repy ticket Edit ticket: It is possibe to edit the particuar ticket using the Edit ticket option. It is aso possibe to change the ticket type, status and priority of a particuar ticket using this edit option. Ý Edit ticket Send feedback and Ratings: It is aso possibe to send a feedback for the particuar ticket of the cient using the send feedback option. Ratings can be given to the tickets which are cosed. 6 VISION HELPDESK v3 User Guide (for Cient)

11 Hepdesk Invoices: Invoice woud contain the detais reated to the invoice of a the cients. It wi give the information of the invoices of the cients who have ogged in, at a quick gance. Ý Invoice The fieds that are reated to the invoice are as stated beow: #Invoice: It wi contain the invoice number of the particuar cient. Create date: The date of the invoice when it is created woud be mentioned here. Due date: The due date of the invoice for the particuar cient woud be mentioned here. Paid date: The date when that particuar invoice is paid woud be mentioned here. Tota: The tota invoice of the particuar cient woud be mentioned here. Status: The Status for the cient woud be mentioned, the status can be Paid, Unpaid or Canceed depending upon the condition. If the invoice is paid then the status wi be shown as Paid ese Unpaid. The particuar invoice can aso be canceed then the status woud be shown as Canceed. VISION HELPDESK v3 User Guide (for Cient) 7

12 CLIENT PORTAL DETAILS Products: The products are added from the setting which is done by the Admin. It wi show the ist of a the products which are avaiabe. Settings -> Biing -> Products -> (Product that is to be added) This setting is to be done in the manage porta by the admin. Ý Products The cient can use either of the ways to pay after an order is paced for a particuar product. He can either pay the amount using the PayPa account or pay using the Credit or the Debit card. If PayPa is chosen to pay the amount for the particuar product then he must ogin to the PayPa account for the payment of the product. The order summary wi appear for the product which is purchased. When the amount is paid by the cient by either of the ways (By PayPa or Debit/Credit card) then the status of the particuar cient is changed to Paid. And the name of the cient woud appear under the ist of the orders for the cient porta as we as the manage porta. Orders: Orders are the orders that are paced by the cients. The particuar product is to be seected from the ist of products and the order is to be paced accordingy. It wi be paced under orders with a the detais such as the order number and aso the product detais. It wi show the ist of the orders paced by the particuar cient who has ogged in. 8 VISION HELPDESK v3 User Guide (for Cient)

13 Hepdesk Ý Order Sefhep: Sef hep is one of the important features which are very usefu as it heps to set up the predefined repies for the Staff and the knowedgebase for the cients. Aso it is convenient for cients as they can ook up for any of artice they are ooking for. (Refer Sefhep for more detais) Log Out: Ý Sef hep When the cient wishes to Log out of the account then he can use the og out option. The next time when Cient visits the Vision hepdesk again then he needs to enter username and password. VISION HELPDESK v3 User Guide (for Cient) 9