Home » Configuring Helpdesk Integration
 

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. Navigate to Help Desk Settings from Integrations under Admin tab.
  2. The Help Desk Settings tab is selected by default.
  3. Under Mailing options section, specify the "To Email addresses" of the help desk and the "From Email Domain", which will be used when emails are sent from the agent tray icon. Refer this: How do we form "From Email Address?"

    In case of integration with ServiceDesk Plus, the tickets are posted directly to SDP and the "To Email Address" will be removed from the settings.

  4. Enter the email subject prefix which will be prefixed to all the tickets that has been created from the help desk ticket.
  5. Under the Attachment options section, enable the screen shot file format type, so that the end user will be notified to attach the screen shot in the correct format.
  6. Enable any of the given video recording option, to capture issues in video format. The video recording time will vary based on your screen resolution and rapid screen changes.
    1. Save video in server and send link - Enabling this option will save video in the server and the video download link would be sent.
    2. Send as attachment - Enabling this option will send video as attachment.
  7. If you have enabled the option to save video in server and send as download link, specify the number of days to retain video files in the server. If the number of days exceeds, the files will be deleted automatically.
  8. If you have enabled the option to send video as attachment, specify the maximum attachment size supported by your configured mail server. If the video exceeds the configured attachment size, recording will not be proceeded further, you can either send the recorded video or discard it based on your requirement.
  9. Click OK to save the changes.
  10. Sharing an attachment (screen capture/video) while creating a helpdesk ticket, might include users private data. It is recommended to inform the users, to verify that no private/critical data is shared.

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 have 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. Navigate to Help Desk Settings from Integrations under Admin tab.
  2. Select the Tickets tab. This will list all the pre-defined ticket templates.
  3. Click Add Ticket to add a new template or select a template and click Edit to modify.
  4. 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 do we form "From Email Address", when an email is sent from the agent tray icon?

Active Directory based Set Up:

Desktop Central will use the default email address of the user, which is associated with the Active Directory user name. If no email address is mapped for the user, then the "From Email Address" will be formed by using the  "From Email domain" which was specified by the administrator. Desktop Central will use this windows network domain name if "From Email Domain" is not specified. When an email is sent from the agent tray icon, then the logged on user's  "Active Directory User name" will be prefixed to the network domain name to form the "From Email address". You can also choose to "allow the user's to modify the From Email address", when a mail is sent from the agent tray icon.
Example:

Windows domain is "mycompany.com"

Active Directory user name is "abc-123"

Email domain is "myemaildomain.com"

1. When "From email domain is filled, then the sender's email address will be abc-123@myemaildomain.com

2. When "From email domain" is not filled, then the sender's email address will be abc-123@mycompany.com

 

Workgroup based Set Up:

When an email is sent from the agent tray icon, the email domain which is associated with the Workgroup will be prefilled, and the logged on user name will be prefixed to the domain name to form the "From Email address". If this email address cannot be used to send emails, then the user will have the choice to modify the "From Email address". It is recommended to enable the settings which allows the users to modify the "From Email Address".