How To Use Zycko Helpdesk On A Pc Or Mac Or Mac (For Pc Or Ipa) On A Microsoft Mac Or Ipad Or Ipo (For Mac) On Pc Or Pc Or Microsoft (For Ipo

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1 Zycko Support Service Portal User Guide V e r s i o n : D a t e : 01/05 /

2 Contents Introduction... 2 Accessing the Service Portal... 3 Logging In... 3 Main Menu... 3 Search... 4 Contacts Screen... 4 Support Agreements... 6 Viewing / Printing / Saving Your Agreements... 7 Raising a Helpdesk Ticket... 7 Updating a Helpdesk Ticket... 8 Escalating a Helpdesk Ticket... 9 Helpdesk Ticket Status... 9 Closed Helpdesks Helpdesk Ticket Contacts Replacing serial numbers of failed items Downloads Update Notifications Further Help [email protected] V

3 Introduction The Zycko portal has been developed with the Reseller community as the key users in mind but offers the ability to end-users too to raise cases and interact with the Zycko helpdesk if a direct support model has been proposed by their reseller. It is important to note that the Zycko service is channel only and is never sold directly to end-users even if service is provided directly at times. The portal offers the ability to manage your support contracts, be alerted to those that are due to expire soon and to be your focussed resource for interaction with the support team should problems arise. It has been designed to be clear in purpose, intuitive to use and not overly complex and yet provide all of the information you might need. The Zycko Team is dedicated to providing an unparalleled service and is proud of the work that has gone into designing and developing this management tool which we hope you find as useful as we do. We are always open to feedback and are devotees of constant and never-ending improvement. Please feel able therefore to let us have your comments, good or bad, about the portal or the service provided so that we may serve you better next time you need us. To this end, whenever a helpdesk ticket is closed you will be invited to provide feedback using our satisfaction survey; we would very much appreciate but a few minutes of your time to do this and thank you now for that time. As an incentive a draw is made each month of all those that have completed surveys and a small but novel prize provided to the winner which we hope you have the chance to enjoy! Thank you for your support of our support. [email protected] V

4 Accessing the Service Portal Please go to: Logging In Please enter your address and password and click Login. Fig. 1 If you have forgotten your password there is a forgotten password link here: If this does not resolve the issue please contact: [email protected]. Main Menu Once logged in you will be presented with the main screen (see Fig. 2 below) and the top menu. Fig. 2 [email protected] V

5 The drop-down Support menu has the following options; what you can do is dependent upon your individual user rights. If you are not a Super-User on the account then you will not see the Contacts menu option as you are unable to add or edit contacts. Dependent upon the kind of equipment under contract you may or may not be able to see the Renewal / Quote option. If you are not a Reseller you will not see the Support Customer option. 1. Agreements View and manage the various support agreements associated with your account 2. Downloads Access any software downloads that have been enabled for your account 3. Helpdesks Raise, view and update helpdesk tickets 4. Support Customers (Resellers) Access agreement information for customers 5. Contacts Manage contacts registered to your portal account You will be logged out from the portal automatically after 60 minutes of inactivity. Search At the top right of every screen you will find a search box; here you can search for any term relevant to any of your contracts; e.g. account name, serial number, part number etc. All search terms must be a minimum of 3 characters in length. Searching for a serial number like this is the recommended way of quickly finding a supported asset to raise a support case (see Page 7). Contacts Screen By clicking the Contacts link the following screen will appear (Fig. 3): [email protected] V

6 Fig.3 Anyone with Super User privileges can administer other users on the account, is able to see all assets and contracts associated with the account and raise and update helpdesks. The primary contact may receive an to advise them when the contract is due for renewal dependent upon the type of equipment under cover. To add users to the account ALL fields of the form must be completed except the Manager drop down. If this field IS used it will allow the establishment of a hierarchical relationship between users with each level having different access rights; e.g. a sales manager being able to see all contracts sold but a salesman only those they as an individual have sold. It is advisable that every end-user account has at least one contact associated with it to enable the end-user to raise helpdesks and receive updates. If however as reseller you offer this service to your customers ensure that a support contact from your organisation is associated with your contracts. Unless you have added the user as a super-user you will need to allocate the assets you wish the contact to see to their record. To do this go back to the main contact screen (Fig. 3) and at the bottom you will see the entry for the new user with 0 assets against their name. Click on the red 0 and this will take you into the add assets screen. Here you can allow them access by entitlement, agreement (contract) or account. Make your choice and this will make those assets visible to them. [email protected] V

7 Support Agreements The agreements screen is the one that will be displayed by default when you first login to the portal. There are 4 categories of agreement: expiring; current; pending and expired. If you have any contracts due to expire in the next 90 days these will be shown in red at the top of this screen (Fig. 4): Fig. 4 Current agreements list all live agreements with more than 90 days left to run to expiry. Pending are those forward written that haven t yet commenced whilst expired are shown at the bottom of the list. It is not possible to raise helpdesks against any assets listed under expired contracts unless they also appear in a current or expiring contract created as a result of a renewal of the expired contract. The agreements screen (Fig. 5) allows you to see all information about agreements associated with your login; by clicking on sequentially the agreement link, entitlement link and asset link you can reveal relevant data down to asset part code, serial number and installed address. [email protected] V

8 Fig. 5 Viewing / Printing / Saving Your Agreements All of your support agreements with their contracts terms can be created as portable document format (PDF) files on the fly whenever you want to (Fig. 6). To do this, on the Agreements page click on the PDF icon at the far right hand side of the screen that corresponds with the contract you wish to create: Fig. 6 This will take you to a Generate Contract page showing the agreement you are about to create. Click the GENERATE CONTRACT button and you will be asked if you wish to open or save the file. Make the appropriate choice. Raising a Helpdesk Ticket To raise a new helpdesk ticket against an asset search for the asset by serial number from the search box at the top right of the screen (Fig. 7) or drill down from the agreement to the asset level and locate it within the asset list. Once the asset has been located click the Raise link to the far right of the screen to begin to create a new helpdesk ticket: [email protected] V

9 Fig.7 On the Raise Helpdesk Screen please choose the Fault Type and Severity Level (Fig. 8) Full explanations of the severity levels will appear to the right of the drop down in the large box. Please enter a meaningful subject and a clear fault description in the boxes provided. Fig. 8 You can also upload any relevant files to the helpdesk by clicking the Browse button (located just below the fault description box) and locating them. Please ensure you add a descriptive comment in the text box otherwise the upload will fail. If you are unsure how to create this the helpdesk engineer can advise. Then click the Raise Helpdesk button. Updating a Helpdesk Ticket When a helpdesk is open you can update it with comments; to do this view the helpdesk and enter a comment in the Post Message section (Fig. 9). You can also upload an attachment to the helpdesk (e.g. configuration file). [email protected] V

10 Fig. 9 Click Submit Update to add your comment, the helpdesk will tag it with your name and a date/time stamp. Escalating a Helpdesk Ticket Your agreement document (see Viewing / Printing / Saving Your Agreements on page 6 above) contains your contract terms regarding what service level and response you can expect from the support team based upon the service you have purchased. It also provides details of how to escalate the status of a ticket to the next level of management should you deem this necessary within the guidelines. Helpdesk Ticket Status Open helpdesks tickets can have different statuses; these are shown at the top right hand side of the ticket and provide the current state of the ticket. The categories are: Open the ticket is open but is not yet allocated to an engineer Waiting on Customer the helpdesk team are awaiting a response from you With Engineer the helpdesk team are working on the issue Spare requested a determination that a hardware placement is necessary has been made and the part is in process of being readied for shipment [email protected] V

11 Spare shipped the part has now left the holding facility and is in transit; tracking information will usually be added to the ticket to allow you to monitor its whereabouts in transit Spare received notification of a proof of delivery has been received by the helpdesk team Engineer scheduled if your contract includes an engineer onsite service then the engineer is en route and will be in contact with you to liaise with regard replacing the item Closed Helpdesks When a resolution to an issue has been reached the helpdesk team will ask for your agreement to close the ticket. At this point the status will change to show CLOSED as below (Fig. 10). Should there be any need the same ticket may be re-opened for the next 30 days. After that a new ticket will need to be opened if further action is required. Fig. 10 Helpdesk Ticket Contacts When viewing a helpdesk you can add further contacts to the ticket if other people need to be kept informed with regard the progress of the case; the contacts section is located at the bottom of the helpdesk detail screen. Once a contact is added they can only be removed by the Zycko Support Team. If there is no customer contact on a helpdesk all notification s will go to the engineering team and the Zycko Support Team. When a case is opened if no contacts exist for the account the helpdesk [email protected] V

12 engineer will request all of the details of the customer contact raising the helpdesk and will add them to the ticket. To add a new contact (Fig. 11) fill out the first name, surname, position, address, agreement number, phone number, number type (Mobile, Work, Home, Pager, Fax) and click Create Contact. The contact you add will only be able to view details about the particular asset the subject of the helpdesk ticket not all of the assets on the entitlement. Fig. 11 Contacts listed at the bottom of the helpdesk ticket will receive all helpdesk updates for the asset. Replacing serial numbers of failed items When spare parts are shipped to resolve a problem of hardware failure, dependent upon the type of equipment the serial number of the failed part will either automatically be replaced by that of the replacement for parts supplied by Zycko or, where a manufacturer is responsible for supplying the part, the serial number will be updated as soon as the new number is known. In this way your contract will always be kept current with the correct information should further helpdesk tickets need to be raised on the parts that have been provided as replacements. [email protected] V

13 Downloads Access to software updates will be provided through the helpdesk system. To request an update, and, if you wish, a guide to the best image in the circumstances, raise a helpdesk ticket and it will be fulfilled and a link provided to the update from within the helpdesk ticket. Update Notifications update notifications will be sent whenever these events take place (Fig 12): Raising a Helpdesk Updating a Helpdesk Changing a Helpdesk s status Assigning an engineer Adding a Download to a helpdesk Shipping a Spare Adding a tracking number to a shipped spare Adding an RMA number to an asset All notifications will look similar to this: Fig. 12 [email protected] V

14 Further Help If you require any further assistance or have a question regarding the processes outlined in this document please contact the Zycko Team either by [email protected] or by telephone: [email protected] V