The helpdesk menu appears on the top and it is different for Administrator,Manager, Escalate  and User.

below for the difference and uses:

1. Administrator

2. Users

Step 1 – Check Helpdesk workflow for Admin user

Dashboard

On the welcome link there is a dashboard with a HelpDesk image.

Once the users start entering data, all the details of request can be seen here like

time of the request generated along with the date, current status of the request,

priority of the request, by whom request is generated and to whom request is

assigned to.

User Roles

On application first login, one user role that is Administrator is

created by default. Admin can create other user roles and set their permissions

Through users & group admin can see current users and their access rights.

Users

Administrator can create a new user by :-

• At Setting under Users & Companies “Users” option is present.
• Clicking on “Users” link users details page gets opened .
• Click on the “Create” button to create a new user.
• Enter details for new user creation.
•  Enter details for new user creation

⇨ Enter User Name

⇨ Enter Email Address

⇨ Select User Role ; Helpdesk user, Manager, Escalate 

Helpdesk User : Create  and Reopen the tickets and view only his tickets.

Helpdesk Manager :  Create , Close, Pending , Escalate and Reopen the tickets and view all assigned  tickets.

Helpdesk Escalate :  Create , Close, Pending , Escalate and Reopen the tickets and view all escalated  tickets

•  Click on save

•  The added record will appear on the same page in a tabular format.
• Admin can edit, update and delete any user.

Categories

Administrator can create a new category by :-

• At the helpdesk dashboard under the Configuration menu “Categories” option is present.
• Clicking on the “Categories” link categories details page gets opened .
• Click on the “+Create” button to create a new category.
• The added record will appear on the same page in a tabular format.
• Admin can edit, update and delete the created category.

Email Templates

Administrator can create new email templates by :-

•  At the helpdesk dashboard under the Configuration menu  “Status” option is present.
•  Clicking on “Email Templates  ” link email templates  details page gets opened.
• Click on the “+create” button to create new email templates.
•  A list of View email templates show the email template for Create , Escalate, Pending and Close Tickets.
• Admin can edit, update and delete the created email templates.

Helpdesk Team

Administrator can create a  new helpdesk team  by :-

• At the helpdesk dashboard under the Configuration menu “Helpdesk Teams” option is present.
•  Clicking on the “Helpdesk Teams” link helpdesk teams  details page gets opened .
•  Click on the “+Create” button to create a new helpdesk team
• Enter details for new  team creation

⇨ Enter Helpdesk team  Name

⇨ Enter Manager 

⇨ Enter Team Members 

⇨ Email ID will automatically get fetched.

⇨ Email ID notification set on

⇨ Click on save

• The added record will appear on the same page in a tabular format.
• In the added team a particular manager  is assigned .
• Admin can edit, update and delete the helpdesk team.

Tickets

Administrator can create new Ticket by :-

• The Helpdesk dashboard under Helpdesk “Tickets” option is present.
• Clicking on “Tickets” link tickets details page gets opened.
• Click on the “+Create” button to create new Ticket.

• Enter details for new Ticket creation
• Enter Priority
•  Enter Helpdesk team
•  Enter Category
•  Enter Subject
• Enter Description
• Add  Attachment
• Click on save and email notifications send to helpdesk team manager
• The added record will appear on the same page in a tabular format.
• Admin can edit, update and delete any tickets.

Step 2 – Check Helpdesk workflow for Users

Tickets

User can create new tickets by :-

• The Helpdesk dashboard under Helpdesk “Tickets” option is present.
• Clicking on the “Tickets ” link request details page gets opened.
• Click on the “+Create” button to create a new request
•  Enter details for new Ticket creation
• Enter Priority
•  Enter Helpdesk team
• Enter Category
•  Enter Subject
• Enter Description
• Add  Attachment
• Click on save and email notifications send to helpdesk team manager
• The added record will appear on the same page in a tabular format.
•  Once Ticket is closed by a team then the user can reopen the ticket if not satisfied with the solution.
  

Step 3- Check Helpdesk workflow for Manager

Ticket Action

Manager can create new tickets by :-

•  The Helpdesk dashboard under Helpdesk “Tickets” option is present.
• Clicking on the “Tickets ” link request details page gets opened.
• Click on the “+Create” button to create a new request.
• Enter details for new Ticket creation
• Enter Priority
• Enter Helpdesk team
•  Enter Category
•  Enter Subject
• Enter Description
• Add  Attachment
• Click on save and email notifications send to helpdesk team manager
• The added record will appear on the same page in a tabular format.