Help Desk Messages

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:

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

  2. In the side menu, click Settings

  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 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

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

  2. In the side menu, click Help desk.

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

     

    image__2_.png

    An opened message

To reply to a message

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

  2. In the side menu, click Help desk.

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

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

  5. Click Send.

Alternatively, use the Quick reply feature we demonstrate below:

assets_-LZFtxNPXnGfu3w0vzug_-LbXQyTMmw3wwlgzUGcJ_-LbXtS-wJlaKM1m4wubd_help_desk_alt_quick_reply_5fps.gif
Quick reply
 

  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. If the side menu is not visible, click .

  2. In the side menu, click Help desk.

  3. Click Add help desk message.

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

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

  6. In the Subject and Message text boxes, type the nature of the request.

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

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

  9. Click Save.

image__3_.png
Adding a new help desk message
 

To close a request

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

  2. In the side menu, click Help desk.

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

  4. Set Close to YES.

  5. Click Continue.

close_help_desk_message.png
Closing a help desk message
 

To delete a message

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

  2. In the side menu, click Help desk.

  3. From the list of messages, click next to the message you want to delete.

  4. Click Delete.

  5. Click Yes to confirm.

delete_help_desk_message.png
Deleting a help desk message
 

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.

image__4_.png
How to access help on the website
 

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. Click Submit your help request.

image__5_.png
Requesting help from the members portal
 

Managing help desk departments

To add or edit a help desk department

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

  2. In the side menu, click Operations.

  3. Click Help-Desk Departments. The list of help desk departments appears.

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

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

  6. Set the options for the department.

  7. Click Save or Save changes.

help_desk_depts.png
Accessing help desk departments
 

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.

help_desk_depts_lists.png
List of help desk departments
 
 
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