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Introduction To NetHelpDesk

Navigating

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Before learning about the functionality of NetHelpDesk, it is important to have an understanding of how to get around.

The image below shows the main screen with different areas highlighted. Each of these different numbered areas will be described throughout this section of the tutorial.

Navigation

1. List of Tickets

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Displays a list of the tickets within the help desk.

Navigation

From the ticket list there are a number of features available to you:

  • By selecting a ticket, it filters the preview pane below to show information about the ticket.

  • By double clicking, it will open the ticket in a new window.

  • By selecting the column headers, the list of tickets will sort accordingly.

  • By right clicking, you will receive additional options to apply to the ticket.

Navigation

2. Preview Pane

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Shows a list of all the actions on the selected ticket and a preview of the highlighted action.

Navigation

From the preview pane there are a number of features available to you:

  • By selecting an action, it changes the right hand side of the preview pane to show the details of the action.

  • By double clicking, it will open the ticket in a new window.

Navigation
  • Shortcuts to the Customer, Site and User Details screen - to allow you quickly view and edit information.

3. Actions

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Displays the different actions that can be placed on the selected ticket.

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  • Email User: Opens a new window to allow you to send an email to the user.

  • Internal Note: Allows you to place a note on the ticket that cannot be viewed by the end user.

  • Close Ticket: Closes the ticket and allows you to place a closure note.

As well as the three actions above, you can introduce more actions to your help desk. These are set up in the Main Configuration and can be extremely flexible to your requirements.

Navigation

4. Fields and Filtering

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Determines which fields to display in the ticket list and which tickets are visible.

The ‘Fields’ button allows you to select which fields appear as columns for the list of tickets. From this screen you can create a custom view for yourself or a global view for all agents.

Navigation

The search bar allows you search for keywords within the tickets and just display tickets which match that search.

Navigation

By selecting the down arrow, the filtering options are made available and the filter is confirmed by selecting the magnifying glass. To clear any filter, select the cross.

Navigation

5. Tree View

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Filters the list of tickets to show only the tickets that are associated with the selection.

Navigation

The tree view will collapse to show you only the information that you want to be visible.

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By right clicking the different points on the tree, you will be presented with different options - such as editing a user or raising a new ticket.

6. Features

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The different features of the program will be displayed along this menu bar.

Navigation

By selecting a different feature, it will change the main display to this feature of the program.

The features available depend on which have been switched on in the Main Configuration - N > Setup > Main Configuration. It is also possible to hide different features for different agents.

If a feature is hidden, for an agent, then it will never appear in their view.

Navigation

7. View Selection

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Positioning your mouse over an area will display the view selection. By selecting a view it will change the tree view to the selected view.

End User: Changes the view to the show the end user. This view is used for filtering tickets by a particular user or making changes to the user's information.

Status: Changes the view to the show the different statuses. By selecting a status you will filer the ticket list to show tickets with that particular status.

Agent: Changes the view to the show the different agents. This is default view when you login and will show the different tickets based on which agent they are assigned to.

Ticket Type: Changes the view to the show the different ticket types. By selecting a ticket type from the tree, the list of tickets will filter to show tickets of that type.

Navigation

8. Main Ribbon

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Displays additional functionality and further options.

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Each of the different tabs shows additional features . The features visible are determined by the option that are enabled in the Main Configuration.

You will find information about how to use each of the features by going to the main user guide.

Our software is available on multiple platforms...

NetHelpDesk is available on a range of devices with industry-leading functionality available throughout.

  • Windows Phone

    Windows Phone

  • Android

    Android

  • iPhone

    iPhone

  • BlackBerry

    BlackBerry

  • Tablets

    Tablets

  • Windows

    Windows

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