Help-desk
  • 06 Sep 2022
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Help-desk

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What is the Help-desk?

The help-desk is a feature that lets your customers ask for help by sending requests through the Members Portal.

This can include letting you know something isn't working as it should in the space, asking questions on how to connect to your network, or sending any other type of request. You can think of the help-desk as your own built-in ticketing system!

You can respond to the requests you receive and make sure that you and your staff know the status of each request.

Help-desk Departments

Help-desk requests can be organized into departments that work like categories to help you manage them as quickly and as efficiently as possible. When a customer sends a help request, they'll have the option to choose a department based on the ones you've created.

When they do so, all the staff members that you've designated as department managers will receive a notification on the Admin Panel and via email to alert them. If customers don't select a department, all help-desk managers will receive the notification.

Help-desk Priority Levels

Once you receive a help-desk request, you can assign a priority level to the request. This priority setting is designed to help you and your team make sure that the most urgent requests are handled first. All you need to do to assign a priority level to a help desk request is to click on the request, select a level, and click Save changes at the bottom of the page.

HelpDesk_PrioritySetting.png

Priority is only available on the on the Admin Panel and all requests sent by customers via the Members Portal are assigned Normal priority by default.

Help-desk Notifications

Nexudus sends two types of help-desk notifications.

Admin Notifications

These notifications are when the help-desk request is initially sent, to users responsible for managing help-desk requests. This is any user who has the setting Send a notification about new help-desk messages set to YES. If a coworker assigned a department when they created the request, this notification goes to every manager of that department. You can assign managers to a department in the department's settings.

Reply Notifications

We send this notification to customers whenever an admin answers one of their help desk requests. Customers can reply to this notification directly via email and their response is added to the help-desk request. You can customize this notification via Settings > Email template editor on the Admin Panel.


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