8 - Helpdesk (Transcript)

Helpdesk tickets can be raised against any asset or room. From the ‘Home’ page click on ‘manage’ and then go to the asset to which you want to add a ticket. The ‘Helpdesk’ panel can be found on the right hand side of the screen.

To add a ticket to this asset, click on ‘create’. The subject, status, type, priority, assigned user and description can be entered at this stage. Once you have completed all the fields, click ‘Create’. You can create tickets that are not assigned to an asset by clicking on the ‘create’ button at the top of the screen.

You can edit a ticket in the ‘view helpdesk ticket’ screen by clicking the button at the top right hand corner. You will be able to edit all fields except for the description field. Clicking ‘save’ on the next screen will save your changes and take you to the ‘outstanding ticket’ list.

On the ‘outstanding ticket’ screen you also have an option, in the top right hand corner of the ticket, to reply to it. You will be taken to a screen where you can enter your reply in the description field. Click ‘reply’ to add the update. You can also enter additional replies at this stage. Then click ‘cancel’ and you will see your reply on screen.

In the ‘outstanding ticket’ screen you can click ‘delete’ in the top right hand corner of the ticket. You will be taken to a screen to confirm deletion. Click ‘delete’ again and the ticket will be removed from the system. Click ‘cancel’ if you chose not to delete at this stage.