Support ticket Help
Guest Account
Create Account
New Ticket
Troubleshooter help
My Ticket
Knowledge Base
Regsitered User
New Ticket
My Ticket
Troubleshooter Help
User Info
Knowledge Base
Administrator
User Tickets
Recent Tickets
FAQ Console
Ticket Status
Departments
Status Messages
User Manual
Priorities
Time Track
File Storage
Knowledge Base
Calendar
Knowledge Base Search
Auto Reply
Dynamic Fields
Installation Interface
From the index page, a guest can do,
1.Create Account.
With the proper submission of the form, given under this section will results in the registration or creation of the demo account. With the registered email id he can later login in to his account.
An email id, which has been registered, can’t be used later.
2.New Ticket
Under this section a guest can create his or her own tickets. The id of the newly created ticket is send to the user’s email.
3.Troubleshooter help
Here a guest can view most frequently asking questions and their answers, posted by the administrator from the admin console.
4. My Ticket
Under this section guests can search tickets by them by entering the registered mail id. In this section, by entering the email id only, guest can get the details of all the tickets that he created under his identity. Or he can get the details of a particular ticket by entering the proper ticket id.
Guest can obtain these details as an email, which he or she given.
Through the login channel a registered user can enter with the their login information, such as email id and password.
A registered user can do.
1.New Ticket
Under this section a guest can create his or her own tickets. The ticket id for the new ticket is emailed to the users id.
2.My Ticket
Under this section a user can list out all tickets under his account, and by clicking on the link provided for each ticket he or she can view the details. Also the users have the facility to reply with the ratings that, the support from the admin was really helpful or not. Also has the facility to attach files.
3.Troubleshooter help
This is same as a guest can view the FAQ.
4.User Info
Using this section a user can view and update his or her profile. In this section one can change their password. The updated login information is send to the users id as an email.
In the login section, if one of the users had forgot their password, he can retain the password through an email by making use of the ‘forgot password’ link.
5. Knowledge Base
User:- each user or guest can view all the entries in each categories. also he or she has the facility to view subcategories and entries in each category.
Admin Console
URL of the SUPPORTTICKET demo: http://www.supportticketonline.com/ad_login.php
Dummy login info:
Username: admin
Password:’adminkey’
An administrator can login to the console with the help of the above login info.
Here an administrator can do,
1.User Tickets
Under this section an administrator can view all the tickets posted by each registered users.
2.Recent Tickets
Under this section, an administrator can view all the recent tickets, posted on current date.
3.FAQ Console
Here an administrator can post various FAQs and their answers, which can view the users.
4.Users
A list of all registered users, here an administrator can have the facility to view the details of each users also he or she can delete a particular user.
5.Ticket Status
Here admin can set the status for each ticket, as closed, hold or waiting for reply.
6.Departments
This is the option where an admin can create new departments, update the department details and delete each department.
During the editing, we can set the options such as
- Make this department only visible to staff members
- Only customers with user accounts can use this department
- Hide carbon copy (CC) field from customers.
- Hide priorities from customers when creating tickets.
- Hide file attachment field from customers when creating tickets.
Also a description for the selected department can be entered.
These created departments are listed for the clients to create new ticket, under the new ticket option for the client side.
7.Status Message
Under this option an admin can create and post new messages about the current status about the network or the server.
Each message has either of the five severity modes, such as
- Disaster
- Fine
- New message
- Recovery
- Upcoming maintains
These messages are displayed under the status message option of the client home.
Also admin can view, update and delete selected messages.
8.User manual
From the admin area an admin can get the popup for the user manual as in the h2desk demo. This can be find under the help menu.
9. Priorities
From the admin area an admin can create new priorities using this section. A registered user or guest can create tickets by making use of these priorities.
10.Time track
From the customer area an employee can login, using the userid and password provided by the admin. And each user can also logout from the system by making use of the same userid and password. Here the login time and logout time for each employee is stored in to a database.
11.File Storage
By making use of this section an administrator can upload files to the file library, where a registered user or a guest can download these files.
12.Knowledge Base
Admin:- from the admin side an administrator can create new categories and can make entries to the present categories. Also admin has the options to edit and delete categories and entries.
13.Calendar
In the administrator section, there is an option for viewing calendar. For current or coming dates admin can set reminders, also has the facility to view current reminders added for a particular date.
14.Knowledgebase search
Both the guest user and registered users can search data on the available knowledge base.
Auto reply
By the use of this option, we can add and edit auto replies for each departments. These replies are send to the customer during the time of ticket creation, as an automatic manner.
Dynamic Fields
By making use of this option, we can dynamically adding fields on the ticket creation form. And thus by making use of this option we can customize the ticket creation of each department.
Installation Interface
By making use this option a activated product can be installed on any server, and can dynamically create all the necessary tables in the available database.
