Configuring Help Desk Integration

Desktop Central provides an option to integrate with Help Desk. With this, users will be able to send their help desk queries and requirements so that they are attended by help desk professionals.

Steps to Integrate with Help Desk

  1. Click the Admin tab to invoke the Admin page.
  2. Click the Help Desk Settings link available under Global Settings.
  3. The Help Desk Settings tab is selected by default.
  4. Specify the Email addresses of the help desk professionals.
  5. If you have not already configured the Mail Server Settings, specify the details here.
  6. Click OK to save the changes.

When you integrate with Help Desk, the users will have an additional menu as "Send Help Desk Requests" in the Agent icon that is shown in the system tray of the managed computers. It may be noted that the Agent Tray icon should have been configured to be shown to get this working.

Customizing the Ticket Subjects and Messages

Desktop Central has a set of pre-defined request templates that will be available under the Tickets tab. The administrators has an option to modify the subject and messages to suit their need. This helps them to automate the Help Desk Ticketing system based on the mail subject. To add or modify a ticket, follow the steps below:

  1. Click the Admin tab to invoke the Admin page.
  2. Click the Help Desk Settings link available under Global Settings.
  3. Select the Tickets tab. This will list all the pre-defined ticket templates.
  4. Click Add Ticket to add a new template or select a template and click Edit to modify.
  5. Specify the Subject and the Message and click OK

The templates specified here will appear in the users' desktop when they click the Desktop Central icon from the system tray.

Copyright © 2005-2014, ZOHO Corp. All Rights Reserved.
ManageEngine