| Online Ticketing Support (Escendency Helpdesk) | |
|---|
Most Escendency support issues are
resolved through an email ticketing system provided by a third party vendor,
Triangle Solutions, and customised for Escendency. The ticketing system is
located on the Escendency.com domain (also shared by the Escendency website) and
can be accessed in the system from the Helpdesk link on the system menu or in a
web browser using the following URL: http://www.escendency.com/onlinesupport/
1. Setting up a User Account
New users can register an account simply by clicking on the Register link on the Helpdesk login screen and following the defaults (figure 2).
Figure 2: Registering as a first time user on the Escendency Helpdesk.
On clicking Submit if the user has followed the registration guidelines they will be flagged as submitted to the system and can start using the system immediately.
When a user logs onto the Helpdesk they will access the ‘Support Tickets Manager’ interface (figure 3).
Figure 3: Support Ticket Manager
To create a ticket, clink on the ‘New Ticket’ link (figure 4).
Figure 4: New ticket window
Once all the fields are
filled in the ticket submit button can be filled in. The ticket will not be sent
to Escendency support until the subject field is also filled in. Once the ticket
is submitted it will be sent to Escendency support and logged in the right hand
side of the ticket manager window for that ticket. All correspondence related to
the ticket will be visible in this window (figure 5).
Note: Although a user will
receive a response from Escendency support in their email inbox as well as in
their Helpdesk account, it is requested that users use the helpdesk interface
for correspondence about a particular ticket until that ticket can be closed.
This is to ensure that the thread for each ticket is saved on the Helpdesk
database for future reference and also for any tracking of issues or future
knowledge base needs. It also means that Escendency support will be able to more
efficiently resolve tickets.