The following steps provide a basic overview of how to set up Web Help Desk in a typical help desk deployment.
When you click Setup in the toolbar, the Setup screen displays with a left column menu. Below are descriptions of each menu option.
|General||Defines licensing information, authentication methods, interface appearance, time and location, logging, and information about the Web Help Desk software.|
|Defines email options, incoming and outgoing email accounts, and email templates.|
|Companies & Locations||Defines companies, locations and rooms location groups and assigned locations, techs, and group managers, location custom fields, departments and department groups, and department custom fields.|
|Tickets||Defines the Web Help Desk user interface and the fields and information they contain, request types (such as facilities and hardware), status types (such as Open and Pending), priority types and alerts (such as Urgent, High, and Low), custom ticket fields, and task names.|
|Clients||Defines the client options (such as ticket approval methods, display name template, and default client view), client administration roles, client custom fields, and Active Directory / LDAP connections.|
|Techs||Defines your account information (My Account), all techs configured to use Web Help Desk and their assigned tech groups, and tech permissions.|
|Assets||Defines asset types, manufacturers and models, vendors, asset and purchase order custom fields. From the Assets settings, you can run and preschedule asset discoveries to scan connected networks for the assets in your corporate network.|
|Processes||Defines how Web Help Desk defines, stores, and applies action rules. Action rules apply custom actions triggered by events you define, such as ticket routing.|
|Surveys||Defines your survey options and associated text to set up surveys and gather feedback from your client users.|
|Parts and Billing||Defines your parts and billing options; custom fields; inventory alerts; invoicing options; and billing rates, terms, and tax rates.|
|Data Import||Defines how Web Help Desk imports data for locations, clients, assets, purchase orders, tickets, and more.|
The following terms define the roles and objects managed by Web Help Desk.
Tickets can be initiated through email, created in the Web Help Desk console, or imported from another application.
Clients can enter tickets through email or through the Web console.
Techs can also enter tickets. For example, when a client calls the IT Help Desk, the tech opens a ticket on the client's behalf. In addition, techs can open tickets that are not associated with a client, such as tickets to schedule routine maintenance or system upgrades.
Request types are used to automatically assign tickets to the appropriate tech group.