Help Desk Tool...Help Desk Tool User Roles 10 General User –generally, the ticket creator, i.e., files a ticket to request for a service or ask assistance to solve an issue Help

© 2016 Concentrix Corporation Confidential

Support Group's Guide

Help Desk Tool

Version 1.0

May 2016


Contents

2

Page INTRODUCTION

3 Overview

4 Incident Management Process Overview

7 Sample Email Notifications

10 Help Desk Tool User Roles

HELP DESK

12 Login

13 Home Page

14 Create a Ticket

15 View Tickets Summary (Tickets Overview)

16 View Ticket Details

17 Send Message to Ticket Stakeholders

18 Update Ticket

19 Delete Ticket

20 Transfer Ticket Assignment

21 Hold Ticket

22 Resolve Ticket

23 Close Resolved Ticket

24 Re-open Resolved Ticket

25 Generate Helpdesk Reports

Outline


Overview

Help Desk Tool

is used by Help Desk to process

service requests and incidents to

ensure availability and quality of

service operations

Functions:

Incident Management - handling an

incident to restore normal operations

as quickly as possible and minimize

the adverse impact on business

operations

Service Request Management -

fulfilling service requests to enable

availability and quality of operations

3

Term Definition

Incident an unplanned disruption or degradation of service;

an event which is not part of the standard operation of the service and which causes, or

may cause, an interruption or a reduction of the quality of the service

Service Request User request for information, advice, Standard Change, or access to an IT service. For

example, a request from a new user for a workstation; software update; creation of a

distribution list; procurement of an IT peripheral; etc.

Canned

Response

predetermined quick response to incident tickets or service requests

Category specific areas an incident should belong to, example: admin issues, IT issues or HR

issues

Impact adverse effect of the incident, example: revenue loss

Priority order of importance based on impact and urgency of incident

Urgency requiring quick action

Severity state of being demanding due to incident conditions and possible impact

Root Cause primary cause of incident; if removed will prevent recurrence of incident

Definition of Terms:

Outline


Incident Management Process Overview

4

Requesto

r/

Tic

ket C

reato

r

Incident/

request

identified

1

Ticket creation

2

Ticket

assignment

3

Incident

resolution

YesSatisfied

with

resolution?

No

5

Ticket re-open

4

Ticket closure

End

Help

desk

* Includes ticket hold

and transfer

Outline



5

Step Role Description

1. Ticket creation Ticket

Creator

Ticket creation through:

• Phone – calling the helpdesk hotlines. In this case, Helpdesk user files the ticket.

• Helpdesk Ticketing System- creating the Incident/Service Request ticket via the system.

In this system, issues visible to the requestor/ticket creator are based on the configuration of ticket category visibility at Admin

Tools > Maintenance > Incident/Request Visibility.

• Email- sending email to helpdesk email ([email protected]). In this instance, ticket will be automatically created.

It will be tagged in the application as email incidents. The system will reply to the sender a confirmation for successful ticket

creation with the corresponding ticket number. Email incident tickets can be updated or deleted when necessary.

Any reply to the helpdesk email ([email protected]) will be automatically posted in the ticket’s

external thread.

- Reply to ticket creation confirmation. Reply subject will be like RE: Concentrix Helpdesk Ticket Opened ( EI-1 )

- Reply to ticket thread update. Reply subject will be like RE: Concentrix Helpdesk Ticket Update ( EI-1 )

Any other reply that does not pass the criteria will be considered a new ticket.

See sample email notifications.

2. Ticket

assignment

Auto-route to

assigned

group

Group Assignment – tickets are automatically assigned to a support group based on the definition in Admin Tools

• Tickets coming from company domain (concentrix.com) will be automatically routed to Helpdesk Group.

• Tickets coming from external domains (e.g., gmail, yahoo) will be automatically routed to Global Applications Group.

Ticket Category – selected by requestor upon ticket creationTicket Severity – automatically identified based on these selections upon ticket creation — revenue loss, tool is slow/down, impact

percentage, and resolution time — as defined in the Admin Tools

Outline

mailto:[email protected]




6

Step Role Description

3. Incident

resolution

Helpdesk • Resolution - the assigned support group resolves the incident.

Once the requestor/ticket creator confirms that the service(s) affected by an incident has been restored and

fully resolved, Helpdesk updates the incident ticket to “Resolved”. Note: On-hold tickets can’t be resolved.

• Hold – the assigned support group can hold the ticket for these reasons:

* Vendor dependency * Awaiting RCA update

* User not available * Awaiting client confirmation

• Transfer – the assigned support group can transfer the ticket when necessary based

on the issue/ request description

- Group Transfer – when the ticket should be assigned to other support group

- Category Transfer – when the ticket should be identified to other ticket category

- Severity Transfer – when the ticket should be of higher or lower severity than its auto assignment

4. Ticket closure Auto

or by Ticket

Creator

• Resolved ticket will be automatically closed after 5 days.

• The requestor/ticket creator can manually close his/her resolved ticket.

Once closed, Customer Satisfaction (CSAT) will be automatically sent to requestor’s /ticket creator’s email.

5. Ticket re-open Ticket

Creator

Resolved ticket can be reopened within 5 days only.

Closed ticket cannot be reopened.

Outline


Sample Email Notifications

7

The system notifies the ticket creator/requestor for every ticket update

(ticket creation/ transfer/ hold/ unhold/ resolved/closed and new email thread post).

Here are the sample email notifications:

When ticket is created

From: Concentrix Help Desk <[email protected]>

Sent: Tuesday, March 22, 2016 2:39 PM

To: <Ticket Creator>

Subject: Concentrix Helpdesk Ticket Opened ( IN-49 )

When ticket is assigned to a specific group

…

To: <Assigned support group>

Subject: Concentrix Helpdesk Ticket Update ( IN-49 )

Ticket number

Outline



8

When ticket is updated (e.g. resolved, re-opened, closed, etc.)

…

To: <Ticket Creator>


When ticket is assigned to a specific person

…

To: <Assigned person>


Ticket updates in

the email body

Outline



9

When ticket is closed, CSAT survey is sent

…

To: <Ticket creator>

Subject: Help Desk CSAT Survey

Outline


Help Desk Tool User Roles

10

General User

– generally, the ticket creator, i.e., files a ticket to request for a

service or ask assistance to solve an issue

Help Desk (Support Group)

– resolves the incident ticket or service request ticket

Admin

– sets users in Helpdesk application

– maintains ticket-related items such as ticket category and

resolution code among others

Outline


Help Desk


Login

12

Login at https://helpdesk-prod.concentrix.com/

using your Global AD account.

Outline

Logout

To log out, just click on your name (located at the top-right

corner of the Help Desk Tool page), then click Logout.

https://helpdesk-prod.concentrix.com/


Home Page

13

Click to log out

Click to quickly tour

home page

Click to view status

summary of your requests

Click to quickly go to specific items

in Admin Tools

Click to view tickets you created

Click to use the Password Reset Tool

Click to view Incident ticket summary

Click to view tickets assigned to you

Click to view to view tickets visible and assigned to the group you belong

Click to create New Service Request Ticket

Click to generate reports

Click to create New Incident Ticket

Click to view ticket summary

Outline


Create a Ticket

1. To create service request (SR) ticket,

click Helpdesk > New Service Request.

To create incident (IN) ticket, click Incident

Management > New Incident.

2. Provide the necessary information. Attach

supporting documents when necessary.

Important:

If you update the creator info. after providing the

request/issue, request/issue fields will reset.

Click Next to proceed to the next steps.

3. If you create the ticket on behalf of other

employee, check “If this ticket is on behalf of

another” , then provide his/her Fusion employee

ID number and name.

Note: This is applicable for example, when HR officer files

a ticket for the request of an employee.

4. Submit the form. After successful submission, a

message with the ticket no. will display.

14

1

Outline

Issues in the selection are based on the ticket

creator’s country, location, and account

Ticket Department- the department that can relate

and respond to your issue or request. Once filled in,

corresponding categories will be available.

Creator information is automatically filled in based on log in info.

However, you can still update it.

Notes:

• Just by changing the full name, other fields will auto-fill in.

However, you can still update them.

• When “Location” field is empty, you must fill it in.

2

3

Click Next to proceed to the next fields

Click Submit once done

This is the last portion in

the ticket creation wizard


View Tickets Summary

15

To view service requests and incident tickets

overview, click Helpdesk > Overview.

To view incident tickets overview only, click

Incident Management > Overview.

Click on the status to view summary located in

Helpdesk > Show All tickets

Click on the item to view

corresponding summary

Also available:

Open Tickets By User

Open Tickets By

Country

(for Admin only)

Hover on the pie chart to

view status percentage

Outline


View Ticket Details

16

1. To view service requests or incident tickets

you created, click Home > My Tickets.

assigned to you, click Helpdesk >

Tickets Assigned to Me.

visible and assigned to the Helpdesk

group you belong, click Helpdesk >

Show all Tickets.

The list of tickets will display.

2. Search or filter the list.

To search a ticket, enter keyword in Find me.

You can also do the advanced search. Just click

Advanced Search, select items, then click

Search.

3. To view ticket details, select ticket, then click

View. Ticket details will display.

You can view multiple tickets. Just click My

Tickets/ Assigned Tickets/All Tickets from the

current ticket details view to go back to the list of

tickets to select.

2

Tickets are color-coded

based on ticket status

SR- service request

IN- incident

EI- email incident

OST- OS tickets 3

Click to close view

Ticket details view

Click to go

back to the list

of tickets to

select

Outline


Send Message to Ticket Stakeholders

17

1. To respond to tickets




assigned to the Helpdesk group you

belong,

click Helpdesk > Show all Tickets.

2. Select the ticket, then click View. Ticket

details will display.

3. Enter message and attach related files when

necessary.

4. Click Post, then click Yes to confirm. Close

the window once done.

Check to include ticket

creator/requestor as recipient of the

message

Conversations

with the support team

Conversations

with the requestor/ticket creator

Check to append the canned

response

2

3

4

Click to close view

1

Outline


Update Ticket (for EI only)

18

1. To update email incident ticket






Show all Tickets.

2. Select the ticket to update, then click View.

Ticket details will display.

3. Click Update Ticket. Update Incident form will

display.

4. Update the necessary details, then save.

Outline

Since email incidents (EI) are automatically

created when issues or requests are reported or

made through e-mail, there are instances when

update in ticket details are necessary.

Note: This is only applicable to EI with Open

status.

2

3

1


Delete Ticket (for EI only)

19

1. To delete email incident ticket






Show all Tickets.

2. Select the ticket to delete, then click View.


3. Click Delete Ticket. A warning message will

display. Click OK.

Outline

Since email incidents (EI) are automatically

created when there are emails sent to reply-

[email protected], there are instances

when emails are not relevant, e.g., accidentally

sent to this email address, thus, corresponding

tickets need to be deleted.

2

3

1



Transfer Ticket to other Group, Category, or Severity

20

To do this,

1. Click Helpdesk > Tickets Assigned to Me or

Show All Tickets.

2. Select the ticket to transfer, then click

Transfer. A pop-up window will appear.

3. To transfer ticket to other Helpdesk group,

click Group Transfer.

To change ticket category, click Category

Transfer.

To change ticket severity, click Severity

Transfer.

Corresponding fields will display.

4. Fill in required information, then save.

2

3

4

1

The assigned support group can transfer the

ticket when necessary based on the problem

description

- Group Transfer – when the ticket should be

assigned to other support group

- Category Transfer – when the ticket should

be identified to other ticket category

- Severity Transfer – when the ticket should

be of higher or lower severity than its auto

assignment

Outline


Hold Ticket

21

1. To hold open ticket




belong,

click Helpdesk > Show all Tickets.

2. Select open ticket to hold, then click View.


3. Click Hold Incident. A pop-up window will

appear.

4. Select hold status, then save. The holding of

ticket will be logged on External Thread. Ticket

status will be updated.

Hold ticket due to these reasons: vendor

dependency, waiting RCA update, user not

available, and awaiting client confirmation.

1

Click to close view

2

3

4

To unhold ticket, click Unhold Incident located

on the same place as Hold Incident.

Outline


Resolve Ticket

22

1. To close service requests or incident ticket




belong, click Helpdesk > Show all

Tickets.

2. Select open ticket that has been resolved,

then click Resolve.

A pop-up window will appear.

Note: On-hold tickets can’t be resolved, unless

put to un-hold first.

3. Fill in the needed info., then save. This will be

saved as ticket resolution details.

1

2

3

Outline


Close Resolved Ticket

23

1. To manually close resolved ticket you

created, click Home > My Tickets.

2. Select the resolved ticket to close, then click


3. Click Close Ticket located at the bottom of

the page. A pop-up window will appear.

4. Enter close message, then save.

Important: You can no longer reopen a ticket

once closed.

1

Resolved ticket will be automatically closed after

5 days upon tagging as “Resolved”.

However, it can be manually closed by the

requestor or ticket creator.

2

Click to close view

3

4

Outline


Re-open Resolved Ticket

24

1. To re-open resolved ticket you created, click

Home > My Tickets.

2. Select the resolved ticket to reopen, then click


3. Click Re-open Ticket. A confirmation

message will display. Click Yes.

1

Resolved ticket can be re-opened within 5 days only.

Closed ticket cannot be re-opened.

2

Click to close view

3

Outline


Generate Help Desk Reports

To do this,

1. Click Helpdesk > Reports.

2. Select report type. Corresponding

selections will display.

3. Select specific info.

4. Click Preview to view report.

Click Reset to empty fields.

Generate these Help Desk reports:

• Daily Report

• Weekly Report

• Monthly Report1

Click to export

the report into CSV format

Scroll to view more details

Tree grid accommodates

transfer log data per ticket ID2

3

4

Report details in

proper order:

Ticket ID

Date Created

EE ID

EE Name

First Name

Last Name

Email Address

Telephone

Country

Location

Department

Category

Sub Category

Issue/Request

Subject

Severity

Priority

Staff Affected

Shift Strength

Status

Assignment

Initial Response

Closed By

Date Closed

Re-open Date

Solution Submitted

Elapsed Time

Resolution Time

SLA Status

Transfer Details: Trigger

(CSV: Transfer Trigger)

Transfer Details: By

(CSV: Transferred By)

Transfer Details: Assigned

(CSV: Transferred To)

Transfer Details: Date

Performed

(CSV: Date Transferred)

Select month & year,

click OK, then select the

day

IN- Incident

SR- Service Request

EI – Email Incident

Outline

• Ticket Status

• Ticket Priority

• Ticket Severity

• Ticket Owner


Document History

26

Version No. Date Change Description

1.0 05/13/2016 Initial document

Outline

Documents

Help Desk Tool...Help Desk Tool User Roles 10 General User –generally, the ticket creator, i.e., files a ticket to request for a service or ask assistance to solve an issue Help