Helpdesk

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Helpdesk

The various settings that are related to Helpdesk activities are grouped here. They are
Category
All the requests are classified into several groups called categories. The different categories are Desktops, Domain Controllers, Printers, Servers etc. You can also create categories. By categorizing it becomes simple to handle the requests. Each category can be assigned to a Support Rep.

Here all the categories that are created will be listed along with description and Support Rep assigned. The following actions can be done here.
Add New Category/Edit Category
To add a new category click on Add New Category link. To edit a category either click on edit icon  or category name. Then configure as given below.
  1. Enter the Category Name.
  2. Select the Category Root from Belongs to box.
  3. Enter a short Description about the category.
  4. Select the support rep to whom the requests should be assigned from, Assign to Support Rep box.
  5. Click on Save to save the category or click on Save and add new to save the category and to add a new a category.
Delete Category
To delete a category click on the delete icon .

Assign Support Rep
To assign a support rep to a category click on the category name or edit icon  and select the support rep from Assign to Support Rep box.

Status
Request Status helps you to know the level of progress of a report, based on which you can take necessary actions to resolve and close it. The status is grouped under any of the two categories In progress or Completed inorder to organize the requests in a proper manner.

Here all the statuses that are created will be listed accordingly under their categories along with description and Timer Status. You can add status by clicking o  Add New Status link.

Add New Status
  1. Enter the Status Name.
  2. Select the Type either In Progress and Completed.
  3. Select Stop timer option to stop the request timer. This should be done based on the status being added.
  4. Enter a short Description about the status.
  5. Click on Save to save the status or click on Save and add new to save the status and to add a new status.
Level
Request level is a measure used to indicate the complexity of a request. This helps in the proper assignment of requests to the corresponding technicians who are experienced enough to handle the requests. Here all the levels that are created will be listed. You can Add, Edit or Delete Levels. To add a new level click on Add New Level link. To edit click on edit icon . To delete click on delete icon .

Add New Level/Edit Level
  1. Enter the Name.
  2. Enter a short Description about the level.
  3. Click on Save to save the level or click on Save and add new to save the level and to add a new level.
Mode
Modes helps to identify through which medium/way the requests have been raised i.e., by phone call, email etc. All the modes that are created will be listed here. You can Add, Edit or Delete a mode. To add a new Mode click on Add New Mode link. To edit click on edit icon . To delete click on delete icon .

Add New Mode/Edit Mode
  1. Enter the Mode Name.
  2. Enter a short Description about the Mode.
  3. Click on Save to save the Mode or click on Save and add new to save the Mode and to add a new Mode.
Priority
Priority determines the importance that needs to be given to a request. All the priorities that are created will be displayed here. You can Add, Edit or Delete a priority. To add a new priority click on Add New Priority link. To edit click on edit icon . To delete click on delete icon .

Add New Priority/Edit Priority
  1. Enter the Priority Name.
  2. Enter a short Description about the Priority.
  3. Click on Save to save the Priority or click on Save and add new to save the Priority and to add a new Priority.
Request Default Values
This option allows you to configure default values that should appear in Category, Level, Mode and Priority fields of the new request form. Select the desired values and click on Save.

Request - Additional Fields
You can define your own organization specific fields that need to appear in the new request form apart from the pre-set fields that have been provided by default. You can add Text fields, Numeric fields, and Date/Time fields in the form. Select each of the tabs and add the Label name and Description for each of the fields that you wish to add in the new request form. Finally click on Save.

While adding text fields, you have an option to choose the type of text field you want. Select the radio buttons Single Line, Multi-line or Pick List. Single Line allows you to enter texts of a single line, Multi-line allows you to enter texts of multiple lines and a Pick List allows you to create, add items to a list and choose from the list. If you wish to add any default values for these fields, you can enter the same in the Default Value box.

Request Form Customizer
This option helps you to customize the request form inorder to ensure that all users submit all the required information along with the request. With this option you can enable any of the following option on certain fields in the request form.
  • Mandatory Field: Selecting this option will make the field as a mandatory field and the user has to fill it.
  • Contact can Set: Selecting this option will allow the user to edit the field.
  • Contact can View: Selecting this option will allow the user to view the field.
After selecting the desired options for the fields in the request form, click on Save to save or click on Save and Preview to Save the customizations and preview the request form.

Request Preview
The preview of the new request form for Requester login and support rep login can be viewed here. Click on Contact View to view the preview of the new request form for requester login. Click on Support Rep View to view the preview of the new request form for support rep login.

Mail Server Settings
With MSP Center plus you can create a mail account and log all the mails sent to the ID as requests in the Helpdesk module. Also you can create a mail account from which mails can be sent to the customers/external world and filter spam mails. From Mail Server Settings page [Helpdesk and Service Automation-> Admin] you can configure the Incoming mail server, Outgoing mail server and spam filter settings.

Incoming Mail Server
  1. Enter the incoming mail Server Name/IP Address.
  2. Enter the log in name to the above server in the User Name field.
  3. Enter the Password to access the mails in the mail server.
  4. Enter the Email address to which the service requests are sent and only these mails need to be fetched. The mails sent to this ID are logged in Helpdesk module as tickets.
  5. Select the Email type.
  6. Enter the Port number from where the emails have to be fetched.
  7. The mails will be fetched for every mentioned time interval. Enter the time interval value in the Fetch mails every __ minutes box.
  8. Click on Save.
Note: During mail fetching, Helpdesk and Service Automation will delete the e-mails for the mail account in the mail server. Hence please create a separate mail account and alias it to this mail id.

Outgoing Mail Server
  1. Enter the outgoing mail Server Name/IP Address.
  2. Enter the Alternate Server Name/IP Address.
  3. Enter the Sender's Name.
  4. Enter the mail address to which the replies have to be sent in the Reply-to Address field.
  5. Select the Email type.
  6. Enter the Port number from which the mails have to be sent.
  7. Select Requires Authentication option if the outgoing mail server needs authentication. Enter the User Name and Password for authentication.
  8. Click on Save.
Spam Filter
  1. Define a rule.
    1. Select the Criteria.
    2. Select the Conditions.
    3. Click on Choose button to enter the values.
  2. Add to rules by clicking on Add to Rules button.
  3. Select either Match ALL of the following (AND) to filter emails if all the rules are satisfied or Match ANY of the following (OR) to filter emails if any rule is satisfied.
  4. Click on Save.
You can edit or the delete the rules by clicking on edit icon  or delete icon  respectively.

[Back to Getting Started]

Organizational Details
This option allows you to enter the complete details of your organization. The Name, address and logo provided here will be used for generating purchase orders, or for contacts etc.
  1. Enter the Name of your organization.
  2. Enter a brief Description about your organization.
  3. Enter the complete Address.
  4. Enter the Email ID, Phone no., Fax no. and Web URL.
  5. Import your Company Logo by clicking on Import image link.
  6. Click on Save.
Operational Hours
This option helps you set the operational hours of your organization. This information is used in calculation of the service request completion time based on the SLA and priority applicable on the request.
  1. Specify your working hours. If your organization works 24 hours, then select Round the clock (24 hours) if not Select operational hours and configure the Start Time and End Time.
  2. Then select the working days of the Helpdesk.
  3. Click on Save.
Holidays
This option helps you create the complete list of holidays of your organization. This information along with the operational hours will be used for calculating the expected completion time of a service request, depending on the priority or SLA applicable to that request. To add a new holiday click on Add New Holiday link, select the Date, enter the description and click on Save to save or click on Save and add new to save the holiday and add new holiday. You can also edit or delete holiday by clicking on edit icon or delete icon  respectively.

Notification Rules
The various notification rules that are available for the Contact and Support Rep are listed in the Helpdesk - Notification Rules page [Helpdesk and Service Automation-> Admin]. Select the desired rules by selecting the check boxes and choose the relevant support reps by clicking on Choose button and click on Save. You can also select the format in which the notification mail should be sent. Click on Plain text formatting button to send all notifications in plain text format or click on Rich text formatting button to send in Rich text format. Any one of the option will be displayed while the other option will be already implemented.

You can also customize the email template of a notification rule by clicking on Customize template link corresponding to that notification rule. Here you can also customize templates for Replying to a Request, Forwarding a request and Notifying a support rep. You can also block notifications being sent if they match certain criteria. This is to avoid to junk notifications. Click on Edit Criteria to configure the notification filter.

Customize Template
  1. Choose the Subject variables.
  2. Choose the Content Variables.
  3. Click on Save.
Configure Notification Filter
  1. Define a rule.
    1. Select the Criteria.
    2. Select the Conditions.
    3. Click on Choose button to enter the values.
  2. Add to rules by clicking on Add to Rules button.
  3. Select either Match ALL of the following (AND) to filter notifications if all the rules are satisfied or Match ANY of the following (OR) to filter notifications if any rule is satisfied.
  4. Click on Save.
[Back to Getting Started]

Product Type
All the products can be categorized into different types based on their functionality, features etc. This is done inorder to group products of similar kind. To create a new product type click on Add New Product Type link. You can also edit or delete a product type that is already created. To edit click on edit icon . To delete click on delete icon .

Add New Product Type
  1. Enter the Product Type Name.
  2. Enter the Description about the product type.
  3. Click on Save to save the product type or click on Save and add new to save the product type and to add a new product type.
Product
All the products of your organization can be entered here. The products that are entered here will only be displayed in the Product field of the request form. To add a product click on Add New Product link. You can also edit or delete a product that is already created. To edit click on edit icon . To delete click on delete icon .

Add New Product
  1. Enter the Product Name.
  2. Select the Product Type.
  3. Enter the Part No.
  4. Configure the Warranty Period.
  5. Enter the Unit Price ($).
  6. Enter the Comments on the product.
  7. Click on Save to save the product or click on Save and add new to save the product and to add a new product.
Support Plan
Support plan helps you to categorize the level of support that will be provided for the customer. For example, Support Plan A may provide Phone and Email support and Support Plan B may provide only Email support. The customer can go for the desired level of support based on his requirements. To add a new support plan click on Add New Support Plan link. You can also edit or delete a support plan that is already created. To edit click on edit icon . To delete click on delete icon .

Add New Support Plan
  1. Enter the Support Plan Name.
  2. Enter a brief Description about the support plan.
  3. Click on Save to save the support plan or click on Save and add new to save the support plan and to add a support plan.
Groups
Groups denote the classification of help desk team under which the various incoming requests can be categorized. Each Group can have a group of technicians incharge of handling the requests pertaining to that Group. You can configure these Groups in such a way that the notifications can be sent to technician who belong to the Group regarding a new request creation. To add a New group click on Add New  Group link. You can also edit or delete a support plan that is already created. To edit click on edit icon . To delete click on delete icon .

Add New Group/Edit Group
  1. Enter the Group Name.
  2. Select the Support Reps.
  3. If required select Send notification to group support rep(s) when a new request is added to this group option.
  4. If required select Send notification to support rep(s) when a request in this group is left unpicked option.
  5. Enter a brief Description about the group.
  6. Click on Save to save the group or click on Save and add new to save the group and to add a group.
Business Rules
Business rules enables you to organize the incoming requests (form and e-mail) and perform any action ranging from delivering them to Groups, to assigning status and other parameters of the requests. To add a Business Rule go to Helpdesk and Service Automation-> Admin, click on Business Rule and click on Add Business Rule link. You can also edit or delete a business rule by clicking on edit icon or delete icon  respectively.

Add Business Rule/Edit Business Rule
  1. Enter the Business Rule details
    1. Enter the Rule Name.
    2. Enter a brief Description about the Rule.
  2. Enter the Business Rules
    1. Define a Rule by selecting Criteria and Condition and entering the value by clicking on Choose button.
    2. Click on Add to Rules to add this rule.
    3. Select either Match ALL of the following (AND) to perform the below configured action if all the rules are satisfied or Match ANY of the following (OR) to perform the below configured action if any rule is satisfied.
  3. Configure the Actions that have to be performed
    1. Choose the desired Action from Choose Action box.
    2. Click on Choose button to select the value.
    3. Click on Add to add the action in the Actions set list.
  4. Click on Save to save the business rule or click on Save and add new to save the business rule and to add a business rule.
Business rules will run according to the order they are listed. To change the order Click on Organize Business Rules link. Then select the desired rules and move up or down by clicking on Move Up or Move Down buttons respectively and click on Save.

[Back to Getting Started]

Service Level Agreements [Helpdesk & Service Automation-> Admin-> Service Level Agreements]
SLAs defines the rules for attending the service requests generated from particular requesters/departments/workstations. You can also assign automatic resolution time (due date) and escalate the requests if they are not resolved within the specified time. To enable or disable escalation click on either Enable Escalation or Disable Escalation button. If escalation is enabled then Disable Escalation button will be displayed and vice versa. To add a new SLA click on Add New SLA link. You can also edit or delete a SLA by clicking on edit icon or delete icon  respectively.

Add New SLA/Edit SLA
  1. Enter the SLA details.
    1. Enter the SLA Name.
    2. Enter a brief Description about the SLA.
  2. Define SLA Rules.
    1. Select either Match ALL of the following (AND) to resolve the arrived request within the below specified time, if all the rules are satisfied or Match ANY of the following (OR) to resolve the arrived request within the below specified time, if any rule is satisfied.
    2. Select the Criteria and assign values by clicking on Choose button.
    3. To add this rule click on Add to Rules.
    4. Configure the Resolution Time.
    5. Select Should be resolved irrespective of operational hours option to resolve the request even after office hours. This is optional.
  3. Select Enable Level 1 Escalation to escalate the request if the resolution time is elapsed. This is optional.
  4. Click on Save to save the SLA or click on Save and add new to save the SLA and to add another SLA.
Industry
This option enables you to create industry types i.e., Banking, Education, Government etc. inorder to group your customers by their types. While creating the account information you can specify the industry type. To create a new industry type click on Add New Industry link. You can also edit or delete a industry by clicking on edit icon or delete icon  respectively.

Add New Industry/Edit Industry
  1. Enter the Industry Name.
  2. Enter a short Description about the industry.
  3. Click on Save to save the industry or click on Save and add new to save the industry and to add a new industry.
Settings
Here you can configure some of the general settings that are given below. Configure the settings and click on Save.
  • My Task: Select Yes or No to show or remove My Task block to Contacts.
  • People: Select Yes or No to show or remove Support Team's availability information to Contacts.
  • Contact auto-addition configuration: Here you can select an action that is to be performed when a new request comes from an unknown contact.
  • Request Cost: You can show or remove Request Cost information to Contacts. Select the desired option.
  • Currency: Enter the symbol of the currency that you want to be displayed.
  • Max Attachment Size: You can define the maximum size of the attachments allowed for incoming and outgoing mails.
  • Alias URL: Enter the alias URL (Server DNS Name:Web Server port or Public IP: Web Server port) which will be exposed to the external world.
Agreements
MSP Center Plus automates the process of billing your customers for the agreements made. It provides you the option to create agreements, select the billing period (monthly or custom period) and enter the amount that you charge for the agreement. An invoice is automatically generated at the end of the billing period and is listed under the Invoice tab. You can email the invoice to the customer  from the web client itself.

To add a new agreement click on Add New Agreement link. You can also edit or delete an agreement by clicking on edit icon or delete icon  respectively.

Add New Agreement/Edit Agreement
  1. Enter the Agreement Name.
  2. Select the customer who has to be billed from Bill To box.
  3. Select the Billing Terms.
  4. Billing cycle by default will be Monthly. [Note: Inovice will be generated for every month and will be available under Helpdesk and Service Autoamtion-> Invoice.]
  5. Enter the Amount ($).
  6. Enter the Agreement details.
  7. Click on Save.



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