Helpdesk Configurations

 

Various helpdesk related configurations need to be performed by the admin user, before the SupportCenter Plus request module can be opened for real time functioning of fetching the customer support mails and tracking the same. The following helpdesk configurations need to be made for the new request form to capture meaningful information that can help the support reps solve the reported issue faster:

  1. Request category
  2. Request Status
  3. Request level
  4. Request mode
  5. Request priority
  6. The default request settings/values for the request form
  7. Adding user defined fields that need to appear in the new request form, so as to collect information very specific to your organization

There are other configuration that need be done are:

  1. Mail Server settings
  2. Organization details
  3. Operational hours of the organization
  4. Holidays
  5. Service Level Agreements
  6. Queues
  7. Product Types
  8. Product
  9. Business Rules
  10. Notification Rules
  11. Support Plan
  12. Industry
  13. General Settings

To access the helpdesk configurations:

  1. Login to the SupportCenter Plus application with the Username and Password of a SupportCenter Plus Administrator.
  2. Click the Admin tab in the header pane.


SupportCenterPlus - Help Desk and Asset Management Software
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