Platform
  • Welcome to the Nexudus Platform
  • Planning your Nexudus set-up
  • Training
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      • Introductory Session I
      • Introductory Session II
      • Inventory
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        • PaperCut
        • Salto KS
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  • The Basics
    • Dashboard Home
    • CRM module
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    • Operations module
    • Finance module
    • Inventory module
    • Settings module
    • Networks
  • Day-to-day
    • Inventory
      • Products
        • What is a product?
        • Recurrent products
        • Adding a product
        • Product details
        • Product benefits
        • Product advanced options
        • Deleting or archiving a product
      • Managing Plans
        • What is a plan?
        • Managing plans
        • Adding a plan
        • Plan details
        • Plan price
        • Plan benefits
          • Assigning credit to a plan
        • Plan limits
        • Plan deposits
        • Deleting or archiving a plan
        • Prorating a plan
        • Plan legal terms and conditions
        • Plan discounts
        • Plan components
      • Passes
        • What are passes?
        • Type of passes
        • Adding a pass
        • Editing a pass
        • Customers with multiple passes
        • Pay As You Go passes
      • Resources
        • What is a resource?
        • Adding a resource
        • Resource details
        • Resource features
        • Resource prices
        • Resource rules
        • Resource access rules
        • Linking resources to each other
        • Resource products
        • Deleting or archiving a resource
        • Displaying resources in NexBoard
        • Using resource types to group related resources
      • Floor plans, offices and desks
        • Managing floor plans, offices and desks
        • Adding or editing a floor plan
        • Adding or editing an office or desk
        • Associating a contract with a desk
        • Linking an office or desk to a member or contact
    • Operations
      • Members & Contacts
        • About customers
        • Signing up a member
        • Signing up a contact
        • Viewing different types of customers
        • Editing a member
        • Editing a contact
        • Allowing access to the customer portal
        • Suspending members and contacts
        • Deleting a member or contact
      • Teams and groups
        • About teams
        • Adding a team
        • Editing a team
        • Teams and invoicing
        • Setting up a team profile on the website
      • Visitors
        • Managing visitors
        • Viewing the visitor list
        • Visitor Terms and Conditions
        • Checking in visitors
        • Adding visitors to a booking
        • Adding visitors directly in the members portal or administrator panel
      • Check-in
        • About checking in
        • Viewing who's in right now
        • Checking in manually
        • Checking in using Wi-Fi
        • Checking in by using NexIO
        • Checking in by using RFID readers and cards
        • Enabling access control integration
        • Enabling Pay As You Go
      • Deliveries
        • About deliveries
        • Viewing deliveries in the member portal
        • Receiving a mail delivery
        • Notifying a team when a delivery arrives
    • Finance
      • Managing Invoices
        • Invoices
        • Automatically creating invoices
        • Manually creating an invoice
        • How to invoice a customer for specific products, bookings, charges or event tickets.
        • Issuing refunds
        • Partial refunds
        • Cancelling an invoice
        • Editing invoices
        • Viewing invoices
        • Deleting invoice lines
        • Deleting invoices
      • Customer Balances
        • Viewing a customer balance
        • Editing a balance, adding/deleting payments
        • Exporting a balance
      • Payments
        • Managing Payments
        • Payment types
        • Manual payments
        • Online payments
        • Credit
      • Taxes
        • About tax rates
        • Using different tax rates
        • Tax rate settings
      • Accounts
        • About accounts
        • Adding and editing accounts
        • Linking plans, resource prices, passes and products to accounts
        • Viewing accounts in reports
        • Finding an invoice line without an account and how to fix it
      • Contracts
        • About contracts
        • Adding a contract
        • Editing a contract
        • Contracts and billing cycles
        • Cancelling a contract
        • Prorating a contract
        • Setting a main contract for a member
        • Setting multiple contracts for a member
        • Contracts and proposals
        • Digital signatures on contracts
        • Contracts: the most common scenarios
      • Discounts
    • Sales
      • Selling Products
        • About selling products
        • Managing products from the dashboard
        • Including a product in a plan
        • Selling a product directly to a member or contact
        • Buying products from the members portal
      • Bookings
        • About bookings
        • Making a booking
        • Editing a booking
        • Setting up a repeat booking
        • Cancelling a booking
        • The difference between invoicing and charging a booking
        • Invoicing bookings
        • Assigning credit for bookings
        • Defining booking notifications
        • Bookings and integrations
    • CRM
      • Managing CRM
        • About CRM
        • Viewing a CRM board
        • Configuring a CRM board
        • Automating a CRM board
        • Adding an opportunity
        • Boards and processes
        • Reminders
        • Managing message macros
        • Sending message macros from a member/contact account
        • Managing email accounts
        • Tasks and task lists
          • Managing tasks
          • Managing task lists
        • CRM boards and task lists
        • Custom fields
        • Using custom fields for directory filtering
        • Document templates
          • Merge Fields
        • Generating documents from templates
      • Proposals
        • About proposals
        • Adding and sending a new proposal
        • Understanding Proposal Documents
        • Creating multi-contract proposals
        • Adding products to a proposal
      • Sign up Form Customization
    • Community
      • Managing Surveys
        • About surveys
        • Adding a survey
        • Viewing a survey
        • Editing a survey
        • Managing survey questions
          • Types of survey questions
          • Adding a survey question
          • Editing a survey question
          • Deleting a survey question
        • Viewing survey results
      • Managing Events
        • About events
        • Viewing events
        • Adding an event
        • Editing an event
        • Recurring events
        • Grouping events with categories
        • Cancelling an event
        • Selling event tickets
        • Checking in event attendees
      • Managing News Articles
        • About News Articles
        • Creating and managing news articles
        • Managing article categories
        • Moderating article comments
      • Managing Community Boards
        • About the Community Board
        • Viewing a community board
        • Community board elements
        • Managing conversations
        • Managing messages in conversations
        • Managing groups on the community board
      • Managing Newsletters
        • About Newsletters
        • Adding a newsletter
        • Sending a newsletter
        • Subscribers
          • About subscribers
          • Managing subscribers
          • Managing subscriber lists
          • Nexudus and Mailchimp
      • Help Desk
  • Settings
    • General Settings
      • Name & Logo
      • Contact & Location Details
      • Timezone
    • Billing and Accounting
      • Invoice Details
      • Notifications
      • Contents
      • Formatting
      • Locked Period
      • Tax
      • Accounts
    • Payments
      • Setting up automatic payments
      • Payment currency
      • Default payment method
      • Configuring payment gateways
        • PayPal
        • GoCardless
        • Stripe ACH
        • Forte ACH
        • Authorize.net
          • Setting up Forte ACH
        • Quickbooks (Payments)
      • Supported payment service providers
      • Making a Test Payment
      • Strong Customer Authentication
    • Website
      • Website Settings
      • General
      • Setting up your own domain on Nexudus
        • Configuring your own domain in Nexudus
        • Configuring your DNS settings
        • DNS Settings: Configuring your Cloudflare Account
      • Enabling and disabling website sections
      • Configuring access rights
      • Adding contact details
      • Viewing translations for website terms
      • Adding and editing language tokens
      • Adding a custom page
      • Editing your website templates
        • Editing common files
        • Dropbox
      • Integrating services with your website
    • Website modules
      • Customising your website
    • Bookings/Reservations
    • Check-in System
      • General
      • Pay As You Go (PAYG) settings
    • Integrations
      • About integrations
      • Access Control
        • Salto - Clay
        • Kisi
        • Brivo
      • Accounting
        • Quickbooks Online
          • Quickbooks: Cancelled and Refunded Invoices
        • Xero
        • Moloni
      • Printing
        • Managing printers in your space
          • Printers: Ezeep
            • Installing Ezeep
            • Setting up your Ezeep account
          • Printers: Papercut
      • Video Conferencing
        • Zoom
          • Zoom for Events
          • Zoom for Meeting Rooms
          • Zoom for Bookings
          • Zoom for Community Board Messages
        • Jitsi
          • Managing Virtual Rooms
      • WiFi-based check-in
        • About WiFi-based check-in
        • Setting up WiFi-based check-in using MikroTik
        • Setting up WiFi-based check-in using RADIUS servers
          • WiFi-based check-in: Aruba virtual controller
          • WiFi-based check-in: Cisco Meraki
          • WiFi-based check-in: Cisco WLC
          • WiFi-based check-in: Ruckus Cloud
          • WiFi-based check-in: SonicWall
          • WiFi-based check-in: Ubiquiti UniFi
      • Other Integrations
        • Square
        • Setting up Zapier
          • Sample Connection with Zapier: Mailchimp
          • Advanced Options with Zapier
        • Envoy
        • Space Dashboard
        • Calendar Integration
          • Calendar integration: Google (one-way)
          • Calendar integration: Google (two-way)
          • Calendar integration: Outlook (one-way)
        • Google BigQuery
        • Configuring reCAPTCHA
        • Configuring Google Maps
        • Google Analytics
      • Validation Rules
      • Webhooks
    • Imports
    • Notifications
    • Defining Email Templates
    • Email Server
    • Email Queue
    • Users
      • Managing Users
      • Managing standard and admin users
    • Security
      • Users and security
      • Security considerations
      • About user roles
      • Adding and assigning a role
      • Example user roles
    • How to access the Nexudus Spaces API
  • Bookmarks
  • Reports
    • About reports
    • Viewing reports
    • KPI reports
    • Occupancy reports
    • Checkins reports
    • Bookings reports
    • Events reports
    • Passes reports
    • Visitors reports
    • Desks reports
    • MRM reports
    • Members & Contacts reports
    • Survey reports
    • Tasks reports
    • Products (invoiced) reports
    • Finance reports
    • Deferred Revenue Reports
    • Deposits reports
    • Debtors reports
    • Invoicing reports
    • Revenue reports
    • Revenue Exchange reports
  • Website
    • Managing Your Website
    • Website directory
    • About the Member Portal
      • Your account
      • My Team
      • Managing payments
      • Your bookings
      • Changing to a different plan
      • Checking available credit
      • Buying additional products
  • FAQ
    • Untitled
    • FAQ: Nexudus subscription
    • FAQ: Account settings
    • FAQ: CRM
      • FAQ: How to customize the sign-up form
    • FAQ: Community
      • FAQ: Events
      • FAQ: Newsletters
      • FAQ: Message Boards
    • FAQ: Operations
      • FAQ: Members, contacts and users
      • FAQ: Bookings
    • FAQ: Finance
      • FAQ: Discounts
      • FAQ: Invoicing
      • FAQ: Currency
      • FAQ: Contracts
      • FAQ: Taxes
    • FAQ: Inventory
      • FAQ: Plans
      • FAQ: Products
      • FAQ: Passes and check-in
      • FAQ: Resources
      • FAQ: Floor plans, desks and offices
    • FAQ: Settings
      • FAQ: General settings
      • FAQ: Online payments and payment gateways
        • FAQ: Migrating from Quickbook Merchant Services (QBMS) to Quickbooks payments
      • FAQ: Users and User Roles
      • FAQ: Notifications
      • FAQ: Integrations
      • FAQ: Networked accounts
    • FAQ: Reports
    • FAQ: Members Portal
    • How to setup an iTunes Development Account for the Passport (White-label Mobile App)
  • What's New?
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    • Data Processing Agreement
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  • Contact Us
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      • iBeacon setup for Passport app
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    • NexClicker
    • Companion Apps
  • Third Party Apps
    • Square (ePOS)
      • Before you start
      • Square ePOS App
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On this page
  • Departments
  • Notifications
  • Managing help requests
  • Accessing the help desk on the space website
  • Managing help desk departments

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Help Desk

How to manage your help desk.

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Last updated 5 years ago

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The help desk lets inform you about problems in your space. You can then respond to the issues they raise. A makes sure that you and your coworkers know what stage the request is at.

Coworkers access the Help Desk via the space website, using the Help option. There, they can view existing help desk messages and open new requests.

Coworkers can now attach a file (usually an image) to a Help message when they "Ask for Help". Once submitted, they can always view the file they uploaded by clicking the Help Message. In a similar note, an Admin in the Admin Panel can also create a request, and attach a file.

To ensure that this functionality is working admins of the space will need to update three html templates

To update template files

  1. If the side menu is not visible, click .

  2. In the side menu, click

  3. Choose Website -> Templates -> Open template files

  4. Find and update the below html files.

  • newsupportmessage.htm

  • supportmessage.htm

  • support_thread_file.htm

Departments

Departments function as categories for each request. When a coworker makes a help request, they have the option to choose a department. When they do so, all managers of that department receive a notification message. If they do do not select a department, all help desk managers will receive the notification. For information on setting up your help desk departments, see .

Notifications

There are two types of help desk notifications that are sent out by Nexudus:

  • Reply notifications are sent to members or contacts when an administrator replies to a help request. If an administrator has answered the request, then when a member or contact posts a reply, a notification is sent to that administrator. Members and contacts can reply to this notification by email. The system then posts a new reply on the help desk.

Managing help requests

You can access the help desk by clicking Help desk in the side menu. Alternatively, you can click Help-desk Messages in the Operations module. By default, all help desk messages are displayed.

Use the filter at the top of the page to display the following messages:

  • All

  • Open

  • Closed

To view a help desk message as an admin

  1. From the list of messages, click the message you want to reply to view or reply

To reply to a message

  1. From the list of messages, click the message you want to reply to.

  2. In the textbox under your name, type your reply.

  3. Click Send.

Alternatively, use the Quick reply feature we demonstrate below:

To be able to reply to a help desk message the help desk department manager will need to make sure that his admin user has a contact associated with it.

To add a help desk message

Nexudus administrators can add a help request on behalf of a member or contact.

  1. Click Add help desk message.

  2. In the Customer textbox, type and select a customer you are adding the message for.

  3. Optional: If you manage more than space, select the space the customer uses from the Location drop-down list.

  4. In the Subject and Message textboxes, type the nature of the request.

  5. Optional: From the Department drop-down list, select a category for the request.

  6. If the request was resolved, set Closed to YES.

  7. Optional: Attach a file ( Up to 5Mb files. )

  8. Click Save.

To close a request

  1. From the list of messages, click the message you want to close.

  2. Set Close to YES.

  3. Click Save changes.

To delete a message

  1. Click Delete.

  2. Click Yes to confirm.

Accessing the help desk on the space website

Members and contact can access the help desk from the website. If they already have opened a hep desk message here they can see all past help desk requests here and if they want to update any of it, they will just need to click on the message they want to edit.

To request help support by using the website

  1. In the top menu, click Help.

  2. Click Ask for help.

  3. Optional: From the Department drop-down list, select a category for your request.

  4. In the Subject and Message textboxes, describe the nature of your request.

  5. Optional: Attach a file ( Up to 5Mb files. )

  6. Click Submit your help request.

Managing help desk departments

To add or edit a help desk department

  1. To add a new department, click Add help desk department.

  2. To edit an existing department, click its name.

  3. Click Save or Save changes.

Department options

Option

Description

Name

Enter a unique name for the department.

Location

Select the space where the department is located.

Description

Enter a description of the department to help you and your team identify the department in future.

Managers

Select the managers who you wish to assign to this department. These individuals will be notified whenever a help desk messages is created and assigned to this department.

To select a manager, start typing their name, then click their name when it appears.

Start this task list when an enquiry is received in this department

Active

Determines whether the department is currently active.

Admin notifications are sent, once per help desk request, to users responsible for managing help desk requests. This is any user who has the Send a notification about new help-desk messages set to YES. If a coworker assigned a department when they created the request, this notification goes to every manager of that department. You can assign managers to a department in the .

You can customise the reply notification by going to the Communications section in Settings and clicking Notifications>Templates>Open template files. The name of the file is HelpDeskReply. See for further information.

If the side menu is not visible, click .

In the side menu, click .

If the side menu is not visible, click .

In the side menu, click .

If the side menu is not visible, click .

In the side menu, click .

If the side menu is not visible, click .

In the side menu, click .

If the side menu is not visible, click .

In the side menu, click .

From the list of messages, clicknext to the message you want to delete.

If the side menu is not visible, click .

In the side menu, click .

Click . The list of help desk departments appears.

Set the .

If you want a to be started when a help desk message is created for this department, select that list here.

Defining email templates
Help desk
Help desk
Help desk
Help desk
Help desk
Operations
Help-Desk Departments
setting
department settings
options for the department
task list
members and contacts
notification system
Settings
Managing help desk departments
View the help desk message and attached picture.
Quick reply
Create a new help desk message
Closing a help desk message
Deleting a help desk message
View and request help
Accessing help desk deparments
List of help desk departments