Support/Helpdesk
Any user can request help by going to Inbox / Support. Asking a question here will create a new ticket to be handled by a Plint user who is set up to handle Helpdesk issues.
Setting up a Helpdesk
Staffing and preparing the built-in helpdesk consists of the following steps.
- Prepare Support categories
- Support categories are handled under Tools & Data and can be associated with Tags.
- This means that only users with matching tags can select that category.
- When editing a user, turn on notifications for Support tickets under the Notifications tab
- This will make them a member of the Support staff and add the "Helpdesk" option for them under the Help menu
- Selecting "Access without notification emails" will turn off notifications but still allow access to the Helpdesk
- Selecting Support categories for the Helpdesk user will:
- prefilter which new tickets they see in the Helpdesk section
- determine which tickets they get notifications about
- Any Helpdesk user will still be able to see, and be assigned, any ticket, using the search tools.
Using the Helpdesk
As a Helpdesk user, the first thing you see will be a tab showing new tickets. These, in turn, will reflect your support categories.
Click on a ticket to see the details and assign it to yourself, or someone else.
Initiating a support case for another user
If you have, for example, received a question from a system user over phone or email, you can initiate a support case and select the person in question as "User". The result will be exactly the same as if the same user had opened the case from within Plint.
The search option / reusing searches
Clicking Search will bring to a search form where you can combine various criteria. A search can be saved and named to be easily reapplied at a later date. It will also be available as a quick search option on the "New tickets" tab. This allows you to switch quickly between your "standard issues" (those matching your categories) and more specialised searches.
