CSSEA Helpdesk User Guide

Transcription

1 CSSEA Helpdesk User Guide

2 Contents I. Creating tickets Creating a New Ticket via a. format... 3 b. New ticket reply Creating a New ticket via the Website... 4 a. Browse to the Helpdesk Front Page... 4 b. Fill out the Open a New Ticket Form... 5 c. Existing User Password Entry... 6 d. New User Account... 7 e. Your ticket page... 9 f. New ticket II. Account Management Logging in to your Helpdesk Account a. The front page b. The Front Page (Already Logged In) Resetting a Lost Password a. Forgot My Password Page b. Reset Password c. Reset Password Page Changing your password a. Your Profile Settings III. Viewing and replying to Tickets Viewing Your Existing Tickets Replying to a Ticket via a. New ticket b. Technician reply c. Replying via Replying to a Ticket via the Website a. Ticket page b. Confirmation

3 I. Creating tickets 1. Creating a New Ticket via Campbell Scientific has set up two addresses specifically for helpdesk enquiries: info@campbellsci.asia Send an to this address to create a new sales ticket help@campbellsci.asia Send an to this address to create a new support ticket Sending an to the correct address will ensure that your enquiry is quickly forwarded to the appropriate staff member for sales or for support. a. format There is no special format required to create a new ticket via our system. Enter a subject which you would like to refer to this ticket by, then enter your enquiry into the body of the . b. New ticket reply Whether you are a new user or an existing user, you will always receive a reply to the you had just sent to our helpdesk. The reply will contain a link to your ticket on our website. Click on the link (1) to be automatically logged in to the website and taken to your ticket.

4 2. Creating a New ticket via the Website Browse to a. Browse to the Helpdesk Front Page The procedure can differ if: You already have a username and password for our ticketing system Click on Sign In (1) and enter your username and password. Click on the Open New Ticket (1) icon.

5 You don t have an account: Click on Open a New Ticket (1). b. Fill out the Open a New Ticket Form Select an appropriate Help Topic (1). Choosing a Help Topic ensures that the ticket will be sent to the appropriate business section immediately and reduce delays in responding to the ticket. Enter your address in the address field and enter your full name in the Full Name field (2). You have the possibility to enter your phone number as well. Enter an Issue Summary (3). Here you can briefly describe the problem you are having, or the question you would like to ask. Enter your enquiry into the Issue Details (4) box. Here you can explain your query in more detail. Feel free to include any information that you feel is relevant or helpful. If you would like to attach a file to your enquiry, click the Browse (5) button, then browse to the file on your local computer and click Open. Finally, click the Create Ticket button (6) to send the enquiry to our staff.

6 c. Existing User Password Entry Browse to Click on Sign in (1).

7 Enter your or Username and your Password (1) and Press the Sign In button. d. New User Account Browse to If you do not already have a helpdesk account, after submitting the ticket, you can create an account. Click on Sign in (1).

8 Click on the link Create an account (1). Enter your address (1). Enter your Full Name (2). Select the appropriate Time Zone for your area (3). Enter a password to be associated with your account (4). This password is up to you, you will need to enter the password twice to ensure that there not any typing mistakes. Press the Register button (5).

9 e. Your ticket page Once you click on the link or you have registered your account, you will be taken to the ticket page for the enquiry you have just submitted. f. New ticket Whether you are a new user or an existing user, you will always receive an to confirm that a new ticket has been lodged on our ticketing system. The will contain a link to your ticket on our website (1). Click on the link to be automatically logged in to the website and taken to your ticket. You can also log in from the by clicking on Login to your account. (2).

10 II. Account Management 1. Logging in to your Helpdesk Account Browse to: a. The front page Click on Sign In (1) to access to the log in page. Enter your username and password (1) into the Sign in to Campbell Scientific South East Asia fields at the left hand side of the page.

11 b. The Front Page (Already Logged In) If you are already logged in to the helpdesk you will see the page above. 2. Resetting a Lost Password Browse to: For the Sign in page, enter your username or address and press enter. If the password is incorrect the Forgot My Password link will be displayed. Click on the Forgot My Password (1) next to the Sign In button.

12 a. Forgot My Password Page This will take you to the Forgot My Password page. Enter your address under the Username field (1) Then press the Send button (2). A reset password will be sent to your address. b. Reset Password The shown above should be immediately sent to the address you have specified in the step above. Click the link (1) in the to be taken to the password reset page on our website.

13 You will have to re enter your address. c. Reset Password Page Your Address and Full name should be automatically filled in (1).

14 Select your new password, you will need to enter it twice to ensure there are no spelling mistakes (2). Once you have entered your new password, press the Update (3) button. 3. Changing your password Browse to and Sign in to Your Account. Click the Profile (1) link in the main tool bar. a. Your Profile Settings Enter your current password in the field Current Password (1).

15 Enter your new password in the fields New Password and Confirm New Password (2). You will need to enter the password twice to avoid typing mistakes. Press the Update (3) button. The ticketing system will not a copy of the changed password to your address, so make sure to note down the new password. Once you have reset your password, you will be taken back to your account page.

16 III. Viewing and replying to Tickets 1. Viewing Your Existing Tickets Browse to and Sign in to Your Account. Click on Tickets (1). The table displays a list of all tickets submitted to CSSEA Helpdesk. Click on the link under the Ticket# (2) to view details of a ticket. At the top of the page is a drop down list for filtering and sorting the tickets (3). You can also search by keyword from the search box (4). Don t forget to press the Go (5) button to start the search. 2. Replying to a Ticket via a. New ticket The above is sent to you when you have created a new ticket, before technician sends a reply.

17 Note the following line: Please reply above this line Please be aware that only comments added ABOVE this line will be seen by our team. Any notes made below this line will be removed when the is received by the system (See the Replying via step below for more info). b. Technician reply When a Staff member replies to one of your enquiries, you will be sent an using the format shown above. Note the following line: Please reply above this line Please be aware that only comments added ABOVE this line will be seen by our team. Any notes made below this line will be removed when the is received by the system (See the Replying via step below for more info).

18 c. Replying via For helpdesk replies to be returned successfully to the technician working on your ticket, the following two criteria must be met by the return The subject must contain the ticket id (shown in the image above). Most applications will leave the subject intact when replying to an , so this should be done automatically for you. The reply message must be inserted above the Please reply above this line line. Again, most applications will begin the reply above the previous message, so this should be done automatically as well. 3. Replying to a Ticket via the Website Browse to Then Sign in to Your Account and use the Ticket page to View the Ticket you wish to reply to.

19 a. Ticket page To send a reply to the technician, simply enter the reply in the Post a Reply (1) area. If you would like to attach a file to this reply (screenshots, data files etc.) click the Choose File (2) button to open a file browser. Select the file then press OK. Once you have finished typing your reply, press the Post Reply (3) button. b. Confirmation You will immediately be sent a reply to confirm that your reply has been received by our ticketing system.