Archives

Tip of the week – Creating a customized welcome page for your help desk

by Vikram Bhaskar — 21 Jul 11

A while back, we highlighted how your help desk can be branded with your corporate logo and name. This gives your end users a familiar feeling when they visit the help desk for their support needs, but we thought that it may be worthwhile to go a step further.

You can now include customized content on the welcome page, to convey any additional information to your end users.  

The highlighted area of the screenshot below indicates the content section that can be customized:

Screen_shot_2011-07-21_at_3

To add your customized content, navigate to the General Settings page (within the Manage tab of your Admin interface). In addition to normal text, the HTML enabled editor allows you to make use of HTML tags to build your desired content.

Perhaps an indication of your help desk’s operating hours and timelines for support responses? With a link to contact a Customer Support Manager for any critical issues?

Or maybe a more personalized guideline on how they can use the help desk to submit their requests and/or browse the Knowledge Base?

So go ahead and speak out through your help desk. Yet another step in ensuring that your help desk reflects your corporate image as much as possible.

We have a few customers who’ve put some creative thought in the messages they wish to convey and we’ll be covering some of them on the blog, shortly.

Helpdesk Pilot — Leave a comment

Give your end users and customers a look at Helpdesk Pilot too!

by Swarna Rethas — 29 Mar 11

Now, your end users, clients, customers (as the case may be) can have their own login to the end user panel in Helpdesk Pilot. 

This panel is accessible on your trial at http://[your trial account name].helpdeskpilot.net, while the staff panel can be accessed at http://[your trial account name].helpdeskpilot.net/staff.

What you should know about the End User Panel:

* When an end user creates a ticket via any of the following modes:

 

-email
-end user panel submit new ticket form
-embeddable web form

or when a ticket is created on behalf of your end user, from the new ticket page on the staff panel, the end user will receive a notification (Contact Account invite). The end user merely needs to click on the activation link in this notification to activate their account and set the password. 

 

Media_httpdldropboxco_ewtbe

* End users may begin the whole process by also registering themselves first

* First time users to your helpdesk can go ahead and create a ticket first, in turn registering themselves
* The contents of this email and when this should be sent can be controlled under the Manage >> Notifications section on the admin panel.

* Once the activation is done, your end users can login to the end user panel and view the tickets that have been raised by them in the past.

Media_httpdldropboxco_tnbgs
* End users can see all their tickets in their current status, in the same conversation view as in the staff panel

Media_httpdldropboxco_xenne
* Status filters are available for customers too

* They can reply to the ticket from the Ticket detail page

* New tickets can be created from the New ticket form, by clicking on the New ticket tab

* All ticket specific custom fields (that were filled by them, while raising a ticket via any of the forms) will be visible on the Ticket detail page

* All contact specific custom fields, can be viewed and edited on their individual My Settings page

* End user panel supports LDAP mode login too! Helpdesk Pilot currently supports Active directory and Open LDAP

* End users can change their email ID, password, localization settings (timezone) in the My Settings page

Media_httpdldropboxco_zecue
What’s coming:
  • More controls and features on the customer panel
  • Admin section to manage all end users
  • A fully functional Knowledge Base module, which works closely with the end user panel, and more!
Looking forward? Absolutely. We are too.

Helpdesk Pilot — Leave a comment