2018 Spring Release

Service DeskPermanent link for this heading

The support requests submitted by users can be processed via the service desk.

Configuring the Service DeskPermanent link for this heading

In “Home” you will find the service desk configuration, which can be used to define the app administrators and app users. App administrators can edit the configuration and app users represent the service desk staff.

Full Control (read-only)

The owner and co-owners of the organization have full access.

Define app administrators

  1. In the service desk configuration click the “Authorize Team” action.
  2. Click the plus symbol beside the App Administrator field.
  3. Enter the e-mail address of the desired user and confirm with “Return”.

In “Home” of the added app administrators the service desk configuration and the service desk dashboard are stored.

Define app users

  1. In the service desk configuration click the “Authorize Team” action.
  2. Click the plus symbol beside the App User field.
  3. Enter the e-mail address of the desired user and confirm with “Return”.

In “Home” of the added app users the service desk dashboard is stored. The dashboard allows processing the support requests.

Define settings

  1. In the service desk configuration click the “Settings” action.
  2. On the “General Settings” tab define the basic service desk configuration.
    • Automatically Finalize Support Requests
      If this option is enabled, requests closed by the customer will be automatically finalized without any interaction of a service desk employee.
    • Sender E-Mail Address
      For e-mails sent to customers the specified e-mail address is used.
  3. Click “Next”.

Using the Service DeskPermanent link for this heading

The service desk dashboard is automatically stored in “Home” of app administrators and app users. The dashboard allows processing the support requests.

The typical course of a support request:

  1. The customer submits a request using the support button or the service desk employee creates a request for the customer.
  2. The responsible service desk employee is defined.
  3. The service desk employee communicates with the customer about the request.
  4. After a successful completion the request is closed and finalized.
  5. If necessary the request can be reopened.

Service Desk DashboardPermanent link for this heading

The service desk dashboard is divided into the following areas:

  • My Support Requests
    Shows all requests that are assigned to the current service desk employee or no service desk employee.
    • grey symbol
      The request has the state “Work in Progress” and no service desk employee is assigned.
    • no symbol
      The request has the state “Work in Progress” and a service desk employee is assigned.
    • yellow symbol
      The request has the state “Waiting for Customer”.
    • green symbol
      The request has the state “Closed”.
  • Support Requests in Progress
    Shows all requests with state “Work in Progress” regardless of the service desk employee.
  • Recently Processed
    Shows the last hundred requests on which an action was performed.
  • Support Reports
    Shows the generated reports.

In the service desk dashboard the “Create Support Request” action is available. With this action a service desk employee can create a support request for customers. This is necessary, for example, if the customer submitted the request by phone.

Support Request ActionsPermanent link for this heading

On support requests the following actions can be performed. On the one hand the actions are available in the context menu of a request and on the other hand under “Tools” > “Actions” of an opened request.

  • Answer
    You can send an answer to the customer that can optionally be marked as solution. The response is sent automatically via e-mail to the customer. The state changes from “Work in Progress” to “Waiting for Customer”.
  • Add Remark
    You can add a message to a request that can also be sent via e-mail to the customer. The state of the request does not change.
  • Set Responsible User
    You can assign the request to a dedicated service desk employee.
  • Set in Progress
    You can change the state of the request from “Waiting for Customer” to “Work in Progress”.
  • Close Support Request
    After a successful completion, you or the customer can set the state of the request to “Closed”.
  • Reopen Support Request
    In case of new insights you or the customer can reopen the request.
  • Finalize
    If it is configured that requests are not automatically finalized, you must do so manually. This gives you the opportunity to review requests closed by customers.
  • Properties
    You can edit the properties of the request.
  • Send
    You can send a link to the request by e-mail.

Support ReportsPermanent link for this heading

Support reports allow an evaluation of the processed requests within a certain period of time.

To generate a report, perform the following steps:

  1. Navigate in the service desk dashboard in the “Support Reports” list.
  2. Click the “Create Support Report” action.
  3. Enter a name and optionally set a period of time, responsible users and organizations.
  4. Click “Next”.
  5. In the context menu of a report click “Generate Report”.

The report is shown.

Note: Using the context menu of the report, you can adjust the defined restrictions or generate the report again.