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Using Help Desk for Resolving Your Customers' Issues

If you decided to use the help desk integrated with the control panel and configured it as described in the Configuring Help Desk section, then you can use it to receive problem reports or requests for assistance from your customers and notify them when their issues are resolved.

To view the problem reports you have in the Help Desk:

  1. Click the Help Desk shortcut in the navigation pane.
  2. To view new problem reports, in the Local Tickets group, click the New icon. To view all reports, click the All icon. To view all opened and not resolved problem reports, click btn tts-tickets-allopened_bg All Opened. To view the tickets the users reopened because they found that their issues were not resolved, click the Reopened icon. To review the closed tickets, click the Closed icon.
  3. The tickets will be listed and the following supplementary information will be displayed:
  4. To see what is inside a ticket, click a ticket id or ticket subject.

To close a ticket when the issue was resolved or to post your comment:

  1. Click the Help Desk shortcut in the navigation pane.
  2. Locate the ticket you need and click its subject or identification number.
  3. To close, reopen or post a comment to the ticket, select the operation you would like to perform from the Ticket Event drop-down box, and type a new comment into the New Comment input field if required.
  4. Click OK to submit.