Help Desk
How to manage your help desk.
The help desk lets members and contacts inform you about problems in your space. You can then respond to the issues they raise. A notification system 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
In the side menu, click Settings
Choose Website -> Templates -> Open template files
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 Managing help desk departments.
Notifications
There are two types of help desk notifications that are sent out by Nexudus:
Admin notifications are sent, once per help desk request, to users responsible for managing help desk requests. This is any user who has the setting 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 department settings.
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.
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 Defining email templates for further information.
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
In the side menu, click Help desk.
From the list of messages, click the message you want to reply to view or reply
To reply to a message
In the side menu, click Help desk.
From the list of messages, click the message you want to reply to.
In the textbox under your name, type your reply.
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.
In the side menu, click Help desk.
Click Add help desk message.
In the Customer textbox, type and select a customer you are adding the message for.
Optional: If you manage more than space, select the space the customer uses from the Location drop-down list.
In the Subject and Message textboxes, type the nature of the request.
Optional: From the Department drop-down list, select a category for the request.
If the request was resolved, set Closed to YES.
Optional: Attach a file ( Up to 5Mb files. )
Click Save.
To close a request
In the side menu, click Help desk.
From the list of messages, click the message you want to close.
Set Close to YES.
Click Save changes.
To delete a message
In the side menu, click Help desk.
From the list of messages, clicknext to the message you want to delete.
Click Delete.
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
In the top menu, click Help.
Click Ask for help.
Optional: From the Department drop-down list, select a category for your request.
In the Subject and Message textboxes, describe the nature of your request.
Optional: Attach a file ( Up to 5Mb files. )
Click Submit your help request.
Managing help desk departments
To add or edit a help desk department
In the side menu, click Operations.
Click Help-Desk Departments. The list of help desk departments appears.
To add a new department, click Add help desk department.
To edit an existing department, click its name.
Set the options for the department.
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 | If you want a task list to be started when a help desk message is created for this department, select that list here. |
Active | Determines whether the department is currently active. |
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