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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
Click the Admin tab to invoke the Admin page.
Click the Help Desk Settings link available under Global Settings.
The Help Desk Settings tab is selected by default.
Specify Help Desk "To" E-mail Address: System administrator mail address / team mail address where all the helpdesk tickets need to be sent.
Specify "From" E-mail Domain: From address is taken, from the Email domain name for sending helpdesk request from the Desktop Central Tray icon (How is the "From E-mail Id" generated in the Agent Tray Icon)
Specify E-mail Subject Prefix: this will be the default subject prefix for helpdesk ticket mails sent from the Desktop Central tray icon
If you have not already configured the Mail Server Settings, specify the details here.
Specify the Attachment Screenshot Image Default Format : .png / .jpg / .bmp (choose the file format type for screen shots)
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:
Click the Admin tab to invoke the Admin page.
Click the Help Desk Settings link available under Global Settings.
Select the Tickets tab. This will list all the pre-defined ticket templates.
Click Add Ticket to add a new template or select a template and click Edit to modify.
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.
How is the "From E-mail Id" generated in the Agent Tray Icon
For computers in the Active Directory
Email address of the logged in user will be retrieved from the domain controller
Incase of no email address specified in the domain controller, then we retrieve the e-mail domain (configured in the server helpdesk settings) with the logged in user name .
The e-mail id will be displayed as logged_in_user_name@emaildomain
If the e-mail domain is not configured and no e-mail id is present in the domain controller, The e-mail id will be displayed as logged_in_user_name@net_bios_name.com.
If the customer has edited the email address, that will be saved it in the registry and the correct e-mail address will be used henceforth.
For computers in the Workgroup
E-mail domain with the logged in user name will be displayed as email address. (configured in the server helpdesk settings)
If the e-mail domain is not configured then the e-mail id will be displayed as logged_in_user_name and the user has to fill the domain suffix manually.
If the customer has edited the email address, that will be saved it in the registry and the correct e-mail address will be used henceforth.
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