Contents. 1 Introduction Getting Started - QuickView Workflow 2

Transcription

1 Quick Start Guide

2 2017. SolarWinds. All rights reserved. All product and company names herein may be trademarks of their respective owners. The information and content in this document is provided for informational purposes only and is provided as is with no warranty of any kind, either express or implied, including but not limited to the implied warranties of merchantability, fitness for a particular purpose, and non-infringement. SolarWinds is not liable for any damages, including any consequential damages, of any kind that may result from the use of this document. The information is obtained from publicly available sources. Though reasonable effort has been made to ensure the accuracy of the data provided, SolarWinds makes no claim, promise or guarantee about the completeness, accuracy, recency or adequacy of information and is not responsible for misprints, out-of-date information, or errors. SolarWinds makes no warranty, express or implied, and assumes no legal liability or responsibility for the accuracy or completeness of any information contained in this document. If you believe there are any factual errors in this document, please contact us and we will review your concerns as soon as practical. Version: Last updated (day/month/year): 26/04/2017

3 Contents 1 Introduction Getting Started - QuickView Workflow 2 2 Remote Management Configuration Generate API Key Remote Management Dashboard Integration Setup Service Desk Integration Setup Screens Importing from AutoTask Remote Management & Monitoring Dashboard Configuration 10 3 Service Desk Configuration Activating Staff Agents Creating Staff Agents Roles and Permissions Creating a New Role Assigning a Role to a Staff Agent Setting up Ticket Queues Setting up a Ticket Queue for Retrieved s Adding Ticket Sub Statuses Tasks and Task Templates Importing Customers, Assets and Users Configuring Support Channels Setting up Retrieval from External Server Setting up a Twitter Feed Setting up Service Desk Voice Products and Invoicing Rate Cards and Billing Inventory Configuring QuickBooks Integration QuickBooks Desktop Integration QuickBooks Online Integration Creating a Service Level Agreement (SLA) Installation Settings 53 4 Service Desk Features Dashboard Tickets Viewing Tickets Managing Tickets Creating a Ticket Manually Creating a New Ticket with a Task Template 66

4 4.2.5 Adding Tasks to a Ticket Creating a Site Visit Managing Assets Customers Customer Branding Reporting Dashboard Reports Report Builder 80 5 Self-serve User Portal Customising the Self-serve User Portal Customer Branding Setting up the Knowledge Base Adding a Knowledge Base Article to the User Portal How Portal End-users Register How Portal End-users Create Tickets How Portal End-users Track Tickets Index 106

5 1 Introduction MSP Service Desk is a centralised customer service solution which provides a superefficient all-encompassing support request facility. It also provides excellent reporting facilities helping you to improve response and resolution times. This guide describes how to get MSP Service Desk up and running as quickly and easily as possible so that you and your customers can benefit from a streamlined support service. Instructions cover how you as a Staff Agent can set things up at the MSP Remote Management & Monitoring end and also in MSP Service Desk itself. You are also instructed on how your customers' end-users can benefit from using the Self-serve User Portal to log and track tickets and access Knowledge Base articles. In order to get started with MSP Service Desk you need to carry out the following tasks: Service Desk Integration and Configuration in the Remote Management & Monitoring application - Remote Management users with appropriate access rights can perform the integration and configuration required between Remote Management and the Service Desk application. Part of this integration involves the import of existing Staff Agents, customers, sites and assets into Service Desk. See Remote Management Configuration (page 3). Tailor configuration settings in Service Desk itself - Configure the Service Desk setup allowing Staff Agents to create, respond to, monitor and manage tickets raised by their customers and internal staff. See Service Desk Configuration (page 15). If your customers want web access to self-serve ticket logging and monitoring and Knowledge Base articles, you can set up the Self-serve User Portal for them - See Self-serve User Portal (page 85). This guide also covers how to start using Service Desk with instruction for common tasks. See Service Desk Features (page 57). Finally, understand how your customer end-users can access the Self-serve User Portal; whether they need to register and how they can create and track tickets. MSP Service Desk - 1 -

6 1.1 Getting Started - QuickView Workflow MSP Service Desk

7 2 Remote Management Configuration In order to get Service Desk up and running you must complete the following integration and configuration tasks from the Remote Management & Monitoring Dashboard: Generate API Key (page 3) Remote Management Dashboard Integration Setup (page 3) Max ServiceDesk Integration Setup Screens (including Importing from AutoTask (page 7) ) Remote Management Dashboard Configuration 2.1 Generate API Key Successful integration between Remote Management & Monitoring and Service Desk relies on the use of the Data Extraction API to generate tickets and transfer information from the Dashboard into Service Desk. Therefore, it is necessary to ensure an API Key is created for the Dashboard before performing any integration. 1. In the Dashboard go to Settings - General Settings - API. 2. Click Generate alongside the API Token field to generate an API key. Note - If an API key already exists and you want to create a new one, click Regenerate. 2.2 Remote Management Dashboard Integration Setup Now that the API Key has been created, the next step is to set up the integration between Remote Management & Monitoring and Service Desk: 1. In the Remote Management & Monitoring Dashboard go to Settings - PSA Integration - Setup: MSP Service Desk - 3 -

8 The Setup PSA dialog is displayed. 2. From the Step1: PSA Product dialog, select Service Desk from the product drop-down and click Next to proceed. 3. From the Step10: Confirm Setup dialog, click Finish MSP Service Desk

9 This command not only sends the API Key to Service Desk but also opens up its portal to continue the integration setup in a series of setup screens. Note - Where the API Key was not generated prior to starting the integration process the setup will stop and prompt for the token to be created. If this is the case please exit out of the dialog and navigate to Settings - General Settings - API to Generate the API Key. Once complete return to Settings - PSA Integration - Setup to restart the process. 2.3 Service Desk Integration Setup Screens Now that you have finished the Remote Management Dashboard Integration Setup (page 3) a series of Service Desk screens are displayed enabling further integration: 1. In the Step One - Choose your Service Desk website name dialog, enter a name to create your own Service Desk URL and click on Install Service Desk now: MSP Service Desk - 5 -

10 Once the URL is configured, Service Desk verifies the RMM installation and creates your Service Desk application. As part of this process Service Desk automatically imports RMM settings including all configured reseller (Staff Agent User) and client Dashboard users (Customer Users), in addition to existing Clients, Sites, Servers and Workstations. Although all user accounts are transferred from the Dashboard to Service Desk, only the account belonging to the user setting up the integration is marked as linked (active) in Service Desk. The credentials of this user are used to access Service Desk once the integration is set up and additional users can be linked (activated) via Service Desk - Settings - Integration - Remote Management & Monitoring. See Activating Staff Agents (page 15) Note - It is important to ensure that your chosen URL matches the Service Desk naming convention you wish to use going forward, as any changes may require a complete removal and reinstall of Service Desk. Note - There is the facility to set up and use your own custom URL to access Service Desk. 2. If you want to import data from AutoTask, select the Import from AutoTask option and see Importing from AutoTask (page 7) for details MSP Service Desk

11 3. Once the installation is complete you can log directly into Service Desk: Click Login to Service Desk (or click Return to RM to return to the Remote Management & Monitoring Dashboard): 2.4 Importing from AutoTask If you are migrating from AutoTask to Service Desk, the AutoTask import feature allows you to import the following data with minimal service disruption and effort: Tickets Ticket responses Customers Staff Assets Due to the potential volume of data the import can take between one and 24 hours. Once the installation process is completed you will be notified that Service Desk is ready for use. MSP Service Desk - 7 -

12 To Import from AutoTask 1. During the Service Desk integration process wizard (see Service Desk Integration Setup Screens (page 5)), in Step One - Choose your Service Desk website name (this is where you choose your preferred Service Desk URL), select the Import from AutoTask option: 2. Next, enter your AutoTask username and password for your AutoTask instance and click on Confirm AutoTask Details: MSP Service Desk

13 3. In the next step you need to enter Priority Mapping for imported tickets. Select how the AutoTask priorities should map to Service Desk Ticket priorities. 4. In the same page you also need to set the default credentials for your new Service Desk account: MSP Service Desk - 9 -

14 Once the process is complete your installation details will be ed to you and you can start using Service Desk. 2.5 Remote Management & Monitoring Dashboard Configuration Now that you have successfully completed the Remote Management & Monitoring and Service Desk integration setup, you can now further amend the Dashboard's Service Desk configuration settings: MSP Service Desk

15 1. Go to Settings > PSA Integration > Configure. The Configure Service Desk dialog is displayed and contains the Ticket Creation and Ticket Frequency tabs. 2. The Ticket Creation tab is used to configure the default behaviour of Service Desk tickets when created by the Remote Management & Monitoring Dashboard. Modify settings as necessary: Option Name Format description Choose from the following options: {ClientName} {DeviceName}{CheckName} - Client, Device and Check names {DeviceName}{CheckName} - Device and Check names {DeviceName} - Device name {CheckName} - Check name Servers/Workstations Auto Create Ticket Disable Outage Alerts Disable Outage SMS Alert (Servers only) Where enabled, tickets are created automatically in Service Desk whenever a check alert or device outage is recorded. This option prevents the generation of alerts when a check fails. This option prevents the generation of SMS alerts (if configured) when a check fails. MSP Service Desk

16 Option Auto Close Ticket Disable Recovery Alerts Disable Outage SMS Alert (Servers only) Close on Check Clear description Where enabled, tickets are automatically closed in Service Desk whenever an outage is closed, for example when the check passes. This option prevents the generation of alerts when a failed check subsequently passes. This option prevents the generation of SMS alerts (if configured) when a failed check subsequently passes. Where enabled Service Desk tickets created against a failing check are closed when the check is manually cleared from the Dashboard. 3. The Ticket Frequency tab contains settings specific to 24x7 and Daily Safety Check failures as well as device outages. Select from the following settings common to all three. Ticket Setting Ticket Priority description The priority assigned to any ticket created by the Dashboard MSP Service Desk

17 Ticket Setting Ticket Queue Due Date Offset description The Service Desk queue any tickets generated by the Dashboard are recorded against The number of days in the future to set the Due Date for any tickets created by the Dashboard 4. Click OK to save and close the dialog. MSP Service Desk

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19 3 Service Desk Configuration Now that you have completed all integration and configuration tasks in Remote Management & Monitoring, you can turn your attention to setting things up in Service Desk itself. You can access Service Desk from the URL included in your welcome and is in the format: This section of the guide describes what you need to set up and how. 3.1 Activating Staff Agents Creating Staff Agents Roles and Permissions Setting up Ticket Queues Adding Ticket Sub Statuses Tasks and Task Templates Importing Customers, Assets and Users Configuring Support Channels Products and Invoicing Configuring QuickBooks Integration Creating a Service Level Agreement (SLA) Installation Settings Activating Staff Agents Although the initial integration and configuration process included the import of all RMM Staff Agents into Service Desk, only the admin user logged into RMM and carrying out the integration is activated automatically in Service Desk. This topic describes how to activate all the other users imported from Remote Management & Monitoring: 1. Go to Settings - Integrations - MAX Remote Management. 2. In the default Staff tab all staff agents imported from RMM are listed. Click Link alongside the Staff Agent to activate in Service Desk. MSP Service Desk

20 Note - You can create new Staff Agents in the Staff Agent area. See Creating Staff Agents (page 16) 3.2 Creating Staff Agents You may need to set up access to Service Desk for Staff Agent users who do not exist in RMM (and therefore were not imported during integration). Any staff Agents you create here will only have access to Service Desk and not Remote Management & Monitoring. 1. Go to Settings - Staff - New Staff Agent. The following details are displayed: Option description Account Preferences Name* Cost P/H * Password Avatar The Staff Agent's name Billing cost (per hour) The Staff Agent's address - this serves as the username when logging in to Service Desk The Staff Agent's password. This can be changed later by the Staff Agent from the Profile page, accessed from the dropdown at the top right of the screen. Choose a profile image Access and Notifications Role Choose the Role you want to assign to the user from the list of those available MSP Service Desk

21 Option Permissions Ticket Queues Notification description When selected you can choose from a list of areas the user will be permitted to access in addition to those granted by the chosen role. Note - This option is only displayed when a role other than the 'Admin' role is selected - the 'Admin' role allows access to all areas of the application. Select which queues the Staff Agent will be able to access those available. Choose from: All Notifications Enabled Queue Specific - select from the queues available Tickets Assigned to me Notification Disabled Contact Details User's contact details 2. Once completed click on Save Changes to save. 3.3 Roles and Permissions Set up Staff Agent access at various levels using Roles and Permissions. This allows for more control of different agent types - and the functions that they can perform within the system based on the role assigned to them. An example MSP using Service Desk may want to have a role for each of the following Staff Agent types: Company owner Technical staff Sales staff Administration staff When you assign a role to a Staff Agent you can customise access permissions to suit the user's specific needs by extending access to additional parts of the system and restricting access to specific customers. The Staff Agent will then only be able to access the system as the assigned role and permissions dictate - as a result, this affects what pages are available to the user when logging in. MSP Service Desk

22 Note - Existing non-admin Staff Agents imported from RMM will retain their access permissions and queue access but will have no role assigned to them - details are displayed in the Edit Agent page (you can add a role in the same page if you want to) - see Creating Staff Agents (page 16). SuperAdmin users in RMM will automatically be assigned the Admin role on import into Service Desk - this automatically gives them access to all system areas and Ticket Queues. Creating a New Role (page 18) Assigning a Role to a Staff Agent (page 19) Creating a New Role 1. Go to Settings - Staff - Roles and Permissions. All existing roles are displayed. 2. Click on the New button to open the New role page. 3. In the Name field enter the name for the role. 4. In the Permissions list, choose which part(s) of the system the role will allow access to: Assets Customers Knowledge Base Reports Schedule Settings Tickets 5. In the Ticket Queue list choose the ticket queue(s) to which the role will grant access. 6. If you want to restrict access to specific customers, select the Restrict customer access option. A list of customers is displayed. Tick the boxes alongside the customer(s) to which this role will permit access: MSP Service Desk

23 7. In the Default Start Page dropdown, select the start page you want users to see when logging in with this role. 8. Click Save to save your new role Assigning a Role to a Staff Agent When assigning a role to a Staff Agent you can customise their access by specifying additional permissions and restricting customer access: MSP Service Desk

24 1. Go to Settings - Staff - Agents. 2. Click on the Staff Agent to whom you want to assign a role. The Edit Agent page is displayed. 3. In the Access and Notifications section, from the Role dropdown, choose the role you want to assign to the user from the list of those available. 4. To add additional permissions surplus to those granted with the chosen role, select Show additional permissions. Note - The Show additional permissions option is only displayed when a role other than the 'Admin' role is selected - the 'Admin' role allows access to all areas of the application. 5. From the list of permissions, select those which you want to add. 6. If you want to allow access to specific customers only, select the Restrict customer access option to display a list of customers. Tick the boxes alongside the customer(s) you want the Staff Agent to access. 7. Click Save changes. 3.4 Setting up Ticket Queues Ticket Queues are essential to the setup of your Service Desk application to ensure you can route and manage tickets effectively. During installation, two queues are set up by default: Support - This is the default queue shown on your customers' Self-serve User Portal MAX RM - This is the default queue for tickets that are raised from alerts generated by your Remote Management & Monitoring Dashboard You can customise the level of access you grant your Staff Agents, by allowing them full administration access, or alternatively limiting them to specific Ticket Queues. To create a Ticket Queue: 1. Go to Settings - Tickets - Queues. Once opened the page lists all currently configured queues (click on a queue to edit or delete). 2. Click New to create a new queue. You are presented with the following options: MSP Service Desk

25 Option Name Incoming Mapping description The name of your department (displayed to staff and users) e.g. Technical Support By default this is auto-populated with our own mail routing functionality (<queue name>.<service Desk URL>.com), providing you with incoming capabilities to your Service Desk install straight away. If you anticipate integrating with external retrieval (i.e. POP/IMAP), this mapping field should be set to the relevant address you intend to integrate with. Please ensure the address above matches your inbound account to ensure customer s are correctly routed. See Setting up Retrieval from External Server (page 27). Important - Do not use a Staff Agent's address here. If you do, all notifications to the agent will be disabled. Tip - A useful thing to note is that a customer can this address directly and a ticket will automatically be created and placed in this queue. For example, Fred's company is called FredCo and his Service Desk URL is fredco.maxdesk.us. Fred could create a queue called Support and leave the Incoming Mapping address as the default support@fredco.maxdesk.us. Customers can then this address directly to open a ticket in the Support queue in Fred's Service Desk system. Name Internal Suppress new ticket to end user? The default 'From' address displayed in replies and responses sent out from in your installation. Selecting this option will restrict the queue availability for logging new tickets and assigning existing tickets to Staff Agents. Internal queues are not displayed on the Customer User front-end. If enabled this will not send the Customer User confirmation that their ticket has been received. MSP Service Desk

26 Option Queue access Default assignment Default queue description Specify which staff members will have access to this queue. All administrators can see this queue and will always be listed here. The default assignment of tickets in this queue for initial review or triage. Select from the Staff Agents listed in the Queue access field (above) who will be assigned tickets in this queue by default. Select to make this the default queue when tickets are raised. 3. Carry out the configuration as required and click Save to save the new Ticket Queue Setting up a Ticket Queue for Retrieved s If you have mapped an external address (e.g. a support address) to Service Desk so that s sent to that address are converted directly into Service Desk tickets (see Setting up Retrieval from External Server (page 27), you need to set up a ticket queue for that particular mapping so that the s can be routed to the correct queue when they enter the system. 1. Go to Settings - Tickets - Queues. Once opened, the page lists all currently configured queues. 2. Click to open an existing queue (or click New to create a new one - see Setting up Ticket Queues (page 20). The queue page is displayed. 3. In the Incoming Mapping field enter the address of the account you want to retrieve s from e.g. support@mycompany.com. Note - This is usually (but not always) the address entered in the Username field in the Mail Server page. See Setting up Retrieval from External Server (page 27) for full details. 4. Click Save to save your changes. s sent to the mapped address, on entering the system will now be placed in this Ticket Queue MSP Service Desk

27 3.5 Adding Ticket Sub Statuses In addition to being able to organise tickets by priority ("Urgent", "High", etc...) and status ("Open", "Closed" and "Hold"), you can also set up custom sub statuses to filter at a greater level of detail: 1. Go to Settings - Tickets - Sub status. All existing statuses are displayed. 2. Click New to create a new status. 3. In the Name field, enter a name for the sub status e.g. In progress. Note - Suggested sub status names: Ready In Progress Scheduled Waiting: Results Waiting Customer Waiting: Vendor To be scheduled Processed/Billed 4. Click Save - the new sub status is added to the list. 3.6 Tasks and Task Templates The Task Templates facility allows you to create any number of workflow templates for repeatable activities. Service Desk Tasks also supports new task creation within a ticket allowing easy management of scheduled tasks and templates. On top of this, it allows you to create a site visit for a defined project or activity. The key features for Tasks and Task Workflow Templates include: Create multiple Task Templates for repeatable activities Associate fixed costs for the repeatable activities Easily manage and track the progress of tasks within a ticket Use Task Templates in new tickets and existing tickets easily MSP Service Desk

28 Creating a Task Template 1. Go to Settings - Business Rules - Task Templates to display the Task Templates page. 2. Click New to create a new template. 3. In the Title field enter a name for this template. 4. Enter a description in the Description field. 5. From the Customer dropdown, select the customer to which this template applies. Note - You can select either 'All customers' or one particular customer from the list available. 6. Further down the screen in the Tasks section you can adds tasks to the template. Enter the following task details: i. Enter a name for the task in the Title field. ii. In the Description field, enter a description for the task. iii. Optionally enter a Cost Summary and Amount if this task is billable. 7. If you want to add more tasks to the template, click Add and repeat step 6 above MSP Service Desk

29 8. Click Save to save your template. Now that you have created your task template - you can now use this when creating tasks within tickets. See Adding Tasks to a Ticket (page 67) 3.7 Importing Customers, Assets and Users The Service Desk integration process involves the automatic import of data from Remote Management & Monitoring including Staff Agents, Customers (organisations and sites) and Customer end-users (who have been given client Dashboard access). Automatically importing this existing data minimises adoption overhead and initial setup. However you may find that you need to manually import data after the initial MSP Service Desk

30 integration. To address this, Service Desk allows you to carry out a manual import of the following data in an easy to understand CSV file format: Customer Organisations - See Importing Customers (page 26) Assets - Import supported customer devices e.g. workstation, server, printer etc. See Importing Assets (page 26) Customer end-users - See Importing Users (page 26) Importing Customers 1. Go to Settings - Import - Customers to display the Import Customers page. 2. Your CSV file should include columns for Name (required) and Domain. 3. Click Browse to locate the file then click on Upload CSV to upload the file into your system. 4. In the Map columns to fields page, map the field names to the headers in your CSV file. 5. Click on Check Data to display a Summary of data imported. 6. If you're happy with this, click on Confirm and Save. 7. The Customers page is displayed listing the newly imported customers. Importing Assets 1. Go to Settings - Import - Assets to display the Import Assets page. 2. Your CSV file should include columns for Name (required), Type (required), Site (required), Cost and Location. 3. Click Browse to locate the file then click on Upload CSV to upload the file into your system. 4. In the Map columns to fields page, map the field names to the headers in your CSV file. 5. Click on Check Data to display a Summary of data imported. 6. If you're happy with this, click on Confirm and Save. 7. The Assets page is displayed listing the newly imported assets. Importing Users 1. Go to Settings - Import - Users to display the Import Users page. 2. Your CSV file should include columns for Name (required), (required), Customer (required) and Phone MSP Service Desk

31 3. Click Browse to locate the file then click on Upload CSV to upload the file into your system. 4. In the Map columns to fields page, map the field names to the headers in your CSV file. 5. Click on Check Data to display a Summary of data imported. 6. If you're happy with this, click on Confirm and Save. 7. The Users page is displayed listing the newly imported users. 3.8 Configuring Support Channels Allowing your customers to request the support they need is easy with Service Desk. The following Support Channels provide a variety of reliable methods by which your customers can raise and monitor support tickets: Setting up Retrieval from External Server (page 27) - Inbound integration enables the system to check for messages from customers coming a into a specified mailbox and convert into tickets. This means that if your customers have been using your support address to request support, they can carry on doing this as usual - but you will benefit from using Service Desk's advanced ticket monitoring and reporting facilities. Setting up a Twitter Feed (page 30) - Twitter integration allows you to convert Tweets to Tickets by connecting your existing Twitter account to Service Desk. Setting up Service Desk Voice (page 32) - Set up a dedicated phone number for your customer directly linking to Service Desk. This feature provides voice-toticket integration and allows customers to route calls directly to your team. Remote Form - A utility which allows you to generate the code required for a 'submit ticket form'. The code can then be copied and pasted onto your own web site - allowing your visitors to raise a ticket without leaving your site Setting up Retrieval from External Server Service Desk can be configured to retrieve s from an account external to Service Desk (e.g. Outlook 365, Gmail etc.). s are then converted into tickets and placed in a specific queue for processing. This mapping means that s requesting support can be routed into the system directly and dealt with more effectively. This process requires that you carry out the following tasks: 1. Step 1 - Set up Retrieval - Service Desk will retrieve s from an existing account (e.g. your support address: support.mydomain.com) and pull them into your Service Desk installation where they are converted into tickets. See below. MSP Service Desk

32 2. Step 2 - Set up a Ticket Queue for Retrieved s - So that s sent to the mapped address are converted into tickets and stored in the correct Ticket Queue. See Setting up a Ticket Queue for Retrieved s (page 22). To set up retrieval: 1. Go to Settings - Support Channels - . All servers are listed in the servers tab. 2. Click New to open the Mail server page. 3. Configure the following settings as required: Field/Option Method* Description The protocol that your remote mailbox supports i.e. POP, IMAP MSP Service Desk

33 Field/Option Host* Username* Description The address to your mail server e.g. mail.mydomain.com. The address of the account used to access the external mail server - Service Desk uses this username to access the mail server and pull s from it e.g. support@mydomain.com. Tip - The address entered in the Username field is usually the same as the address entered in the the Ticket Queue - Incoming Mapping field when Setting up a Ticket Queue for Retrieved s (page 22), however, it may not always be an individual address e.g. support@mycompany.com, it could be an alias e.g. 'support' or it could be a catch-all account. See Setting up a Ticket Queue for Retrieved s (page 22) for more details. Password Port The password for this account. The port e.g. 110 for POP, 995 for POP SSL; 143 for IMAP, 993 for IMAP SSL. Note - When using secure ports (SSL) you must select the Use SSL? option at the bottom of the page. Retrieval interval Connection string The retrieval interval Choose from: Default: Recommended novalidate-cert notls Use SSL? Should this connection be over secured SSL? Select this option if you are using secure port (POP3 port 995; IMAP port 993) 4. Click Save to save your settings. You now need to go on to Step 2 -Setting up a Ticket Queue for Retrieved s (page 22) to make sure s sent to the mapped address are routed properly by the system into the correct ticket queue. MSP Service Desk

34 3.8.2 Setting up a Twitter Feed Twitter integration means you can connect your existing Twitter account to Service Desk and view any Tweets sent to your account as well as re-tweet and respond directly from Service Desk. The following describes how you can optimise this process: To Set up a Twitter Feed 1. Go to Settings - Integrations - All Integrations and in the Twitter panel, click on Enable MSP Service Desk

35 2. To authenticate all Staff Agents with a specific Twitter account click on Sign in with Twitter. The Twitter authorisation page is displayed. 3. Click on Authorise app. The successful authentication message is displayed (you can also choose to remove the authentication from this page) - and the Twitter icon is now displayed in the main Navigation panel. MSP Service Desk

36 3.8.3 Setting up Service Desk Voice Service Desk Voice allows you to quickly and easily set up a dedicated phone number for your company directly linking to your Service Desk installation. This provides you with 24/7 routing to your Service Desk and delivers the benefits of voice-to-ticket integration as well as SMS capabilities. Key features for Service Desk Voice include: The ability to select a local phone number Support for a custom greeting, either with an audio file upload or your preferred text to speech greeting The ability to raise a new ticket directly from a voice call, and automatically returning the ticket reference to the customer instantly on the phone The Voice Tickets function embeds the audio clip directly into the ticket, so your Staff Agents have all the call details easily to hand The ability for customers to check the status of an existing ticket over the phone by entering the ticket ID Optional extension routing and setup, as well as allowing your customers to route calls directly to you and your staff phone numbers Enables SMS capabilities in Service Desk when Voice is activated There is no contract, so you can cancel at any time MSP Service Desk

37 Note - If you want to take advantage of Service Desk Voice you must have an active (paid) installation of Service Desk, unfortunately it is not available during the free trial. 1. Click on the Service Desk Voice icon in your installation header: 2. Alternatively, go to Settings - Support Channels - Voice to open the Service Desk Voice page. 3. In the Number lookup section, select the country (and for the US, also select the area code) to list all available local phone numbers. 4. Select a phone number and the Settings page is displayed. 5. Enter the greeting you want your customers to hear in the Greeting field. 6. If you want to view/change the default dialog that your customers will hear, click on Update Dialog and Translations to open the Dialog page. MSP Service Desk

38 The Dialog page allows you to define the sequence of messages the caller will hear depending on the language defined by the local number selected at the beginning of this topic. 7. The following lines have been set up by default. Modify as required: Dialog Sequence Language Gender Intro line 1 Description The Voice message language The gender of the Voice dialog played to the caller Option 1 e.g. If you would like to raise a new automated ticket, please press 1 Intro line 2 Option 2 e.g. To check the status of an existing ticket, press 2 Intro line 3 Voice error Voice answer Voice lookup Voice extension Voice transfer Voice extension error Voice ticket status Voice invalid ticket Voice ticket raised Option 3 e.g. If you know the extension of the staff agent you would like to speak to, press 3 Played when the system has not picked up the caller's response e.g. Sorry, I didn't get your response Response to Option 1 (Intro line 1) e.g. We will record your ticket and send this to one of our support agents to contact you. Please state your message and contact details after the tone. Response to Option 2 (Intro line 2) e.g. Please enter your ticket number, followed by star Response to Option 3 (Intro line 3) e.g. Please enter the extension number, followed by star Response to Voice extension e.g. I will now transfer your call Response to failed extension entry e.g. Sorry, I am unable to locate that extension. Please enter the extension followed by star Response to Option 2, after entering the ticket ID e.g. The status of your ticket is currently [ticket status] Response to failed 'Voice lookup' e.g. Sorry, that is an invalid ticket reference Played after a voic from the caller is recorded e.g. Thank you, your ticket reference is [reference number] MSP Service Desk

39 Dialog Sequence Voice ticket urgent Voice ticket alerted Description Played directly after 'Voice ticket raised' (above) to raise the priority of a ticket once raised e.g. If your ticket is urgent and requires immediate attention, please press 1. Played directly after 'Voice ticket urgent' (above), when the caller has chosen to make the ticket urgent e.g. Thank you, we have alerted our agents. 8. Click Save to save your settings and return to the Settings page. 9. If you want to upload a recording rather than use the greeting defined in the Greeting field, browse and select an MP3 or WAV file from the Or upload recording (MP3/WAV) field. 10. From the Default Queue dropdown select the queue that you want Service DeskVoice tickets to be routed to. 11. In the Default ticket subject field enter the subject that you want tickets raised from Service DeskVoice to have - so you can easily identify them. 12. In the Extensions panel, you can add extension numbers which Voice calls can be forwarded to. Click Add extension and then add the extension number and phone number. 13. Click Save to save your settings. 3.9 Products and Invoicing The Products and Invoicing section, accessible from Settings - Products and Invoicing, allows you to configure the following: Invoices - You can add, edit and delete customer invoices from here Contracts - Set up customer contract information Rate cards and Billing - Allows you to configure time billing options available for selection when your Staff Agents are working on a ticket. You can add, edit and delete Rate Cards and assign to your customers as required. See Rate Cards and Billing (page 36) Inventory - Record an inventory of products you hold in stock that may need to be used on-site and billed to customers. See Inventory (page 36) MSP Service Desk

40 3.9.1 Rate Cards and Billing When you want to add a time entry to a ticket (and you are not using a customer contract for billing purposes) you need to select a rate so that the system knows what to bill the customer. Service Desk allows you to use a standard rate or you can create your own custom rate card which can contain multiple time rates for use when time-billing your customers. You can also specify which customers can use these rates Inventory Use the Inventory to record products you hold in stock in order to provide the necessary support for your customers. Your Staff Agents may need to use and bill these whilst on a job at a customer site e.g. USB drive, cable, lead etc.. - a record of these items makes it easier to track stock and bill the customer where necessary. Note - Inventory items are not to be confused with Assets - Assets are supported customer devices e.g. workstations, servers, printer etc. (which are automatically imported into Service Desk from RMM during integration and can be imported manually, see Importing Customers, Assets and Users (page 25) To add an item to the Inventory 1. Go to Settings - Products and Invoicing - Inventory. 2. Click on the New Product button. 3. Enter a code and name for the new item in the Code and Name fields. 4. Optionally enter the cost, number of items in stock and any notes in the Cost, Stock and Notes fields. 5. Click Save to add the item to the Inventory Configuring QuickBooks Integration Service Desk supports integration with your QuickBooks Desktop installation or with QuickBooks Online - for export of Time and Cost entries. After initial integration with QuickBooks, invoiced cost and time entries are sent over to QuickBooks - and will be marked as invoiced in Service Desk. QuickBooks Desktop Integration (page 37) QuickBooks Online Integration (page 44) MSP Service Desk

41 QuickBooks Desktop Integration QuickBooks Desktop Integration allows you to export your Service Desk Time and Cost entries to your QuickBooks Desktop install via the WebConnector. The following steps describe how to set this up: Step 1 - Connect to QuickBooks Desktop (page 37) Step 2 - Configuring QuickBooks Desktop (page 38) Step 3 - Generating Invoices for QuickBooks Retrieval (page 42) Step 4 - Sync from QuickBooks Desktop (page 43) Step 1 - Connect to QuickBooks Desktop 1. Download and install the QuickBooks WebConnector ( marketplace.intuit.com/webconnector). 2. Check the QuickBooks website for the latest information on whether the WebConnector is supported for your edition and version of QuickBooks, and how to configure it for your QuickBooks Desktop environment. 3. Download and install the Service Desk QuickBooks QWC file to enable the connection to Service Desk. This is available from the Settings - Integrations - QuickBooks - QuickBooks Desktop. It is also available via the URL (after logging in) [tld]/admin/qbqwc. Important - The WebConnector must be installed on the computer that is housing the QB Desktop application for the invoice export to work. 4. Run the QWC file as QuickBooks administration user, and select Add Application. 5. Authorise the QuickBooks WebConnector with your Service Desk username and password. 6. The WebConnector is configurable. You can select auto run with a time interval or you can trigger this initial run by using the Update Selected option in QuickBooks WebConnector. The first run through is important and will import a current list of customers and sales line items to Service Desk. MSP Service Desk

42 Once this first run has been performed, you will be able to configure Sales Line Items and Taxation rules in Service Desk and export time and cost records from Service Desk directly into QuickBooks. Step 2 - Configuring QuickBooks Desktop 1. After completing the integration of QuickBooks Desktop, login to your Service Desk installation and go to Settings - Integrations - QuickBooks - QuickBooks Desktop and click on Settings MSP Service Desk

43 2. The QuickBooks Desktop settings page is displayed: MSP Service Desk

44 MSP Service Desk

45 This page contains the following: In the Invoice creation section, the customer name and address is displayed. In the Remove QuickBooks section, you can disconnect this QuickBooks integration (and set up integration with another QuickBooks account if desired). In the General settings section, you can set up the following invoicing options. Field Round timesheet costs Round precision Details Choose from Automatically, Down or Up Choose from: Minute - high precision Minute - 2 decimal points 10 Minutes 15 Minutes Half Hour Hour Make time that would round to zero For a time entry that is rounded to zero, the following options are available: One billable time unit Free - the time entry will not be billed Apply sales tax to time entries Apply sales tax to cost items These tax options must first be set up in QuickBooks Desktop. They are then brought into Service Desk. These tax options must first be set up in QuickBooks Desktop. They are then brought into Service Desk. MSP Service Desk

46 Field Use this item ref for time entries Details These options must first be set up in QuickBooks Desktop settings as Products and Services items. They are then brought into Service Desk and will be displayed here. These item refs are also available: When creating rates in rate cards - In the Sales Ref column (see Rate Cards and Billing (page 36). When adding a time entry - From the Line item dropdown When generating invoices - In the Set customer defaults dialog accessed from the Create invoices page. Use this item ref for cost/sales entries These options must first be set up in QuickBooks Desktop settings as Products and Services items. They are then brought into Service Desk and will be displayed here. See above for more info. Important - If QuickBooks Desktop is not open during this configuration, the final 4 dropdowns described above will be blank. 3. Select your preferred options and click Save. Note - To sell taxable items you must have at least one valid sales tax item set up in QuickBooks. Step 3 - Generating Invoices for QuickBooks Retrieval 1. Go to Settings - Products and Invoicing - Create Invoices to display the Invoicing page MSP Service Desk

47 2. In the Invoicing period and Filter list panels on the left of the page, filter by: Invoicing date range - Enter From: and To: dates Customers - Select View all or choose one from the list Status - Ticket status e.g. Open, Hold, Closed, Deleted Tickets matching the filters are listed by QuickBooks customer and end user (as defined in QuickBooks). 3. In the main panel, locate the appropriate customer and in the Generate invoice for dropdown, select the customer end-user to invoice. 4. Select the ticket(s) you want to add to the invoice. 5. In the Set customer defaults dialog you can choose from the item refs (as set up in QuickBooks) which you want to be associated with time entries and cost entries. QuickBooks will receive the invoice with these references. Important - Selections made here take precedence over those selected in the rate card (Line item field) (see Rate Cards and Billing (page 36). 6. Click on Generate Invoice to generate the invoice and export to QuickBooks. Important - Both QuickBooks Desktop and the WebConnector must be open and online for invoices to be pulled into QuickBooks. If these conditions are not met, the items will remain in Queued Invoices (Settings - Products and Invoicing - Queued invoices) until they are retrieved by the WebConnector and pulled into QuickBooks. For instruction on how to set up the WebConnector, see Step 1 - Connect to QuickBooks Desktop (page 37). Step 4 - Sync from QuickBooks Desktop Open the WebConnector and select Service Desk, then click on Update Selected once more. Your items should now be available in your QuickBooks installation and Service Desk will be updated as appropriate. MSP Service Desk

48 QuickBooks Online Integration The following steps describe how to integrate QuickBooks Online with Service Desk so that you can export invoices directly to QuickBooks. Step 1 - Connecting to QuickBooks (page 44) Step 2 - Configuring Invoice Options (page 48) Step 3 - Managing Export and Invoice Creation (page 51) Step 1 - Connecting to QuickBooks This first step describes how to connect to your QuickBooks Online account and set up integration options MSP Service Desk

49 1. In Settings - Integrations - QuickBooks - QuickBooks Online click on Enable. 2. In the next page, click on Connect to QuickBooks to authenticate your Service Desk account with your QuickBooks account: MSP Service Desk

50 An Intuit dialog opens asking you to authorise sharing your QuickBooks data with Service Desk. 3. Click Authorise. After successful authorisation, the QuickBooks Online page is displayed in Service Desk: MSP Service Desk

51 MSP Service Desk

52 The following information is displayed: In the Invoice creation section, the customer name is displayed. If you make any changes to invoice settings/references in QuickBooks, click on the Update data from QuickBooks Online now button to bring the changes into Service Desk immediately. In the Remove QuickBooks section, you can disconnect this QuickBooks integration (and set up integration with another QuickBooks account if desired). In the General settings section, you can set up more invoicing options. 4. In the Invoice creation section, click on the Update data from QuickBooks Online now button to ensure up-to-date data has been brought into Service Desk. The General settings section is where you will carry out Step 2 - Configuring Invoice Options (page 48). Step 2 - Configuring Invoice Options This step allows you to configure your invoice and default integration options. For example, whether rounding should be used on timesheet entries (e.g. round up to the nearest 15 minutes), handling of 0 entries, sales tax settings against the Time and Cost entries and the default reference on QuickBooks invoices. 1. Go to the General settings section at the bottom of the QuickBooks Online page: MSP Service Desk

53 2. Select from the options described below: Field Round timesheet costs Details Choose from Automatically, Down or Up MSP Service Desk

54 Field Round precision Details Choose from: Minute - high precision Minute - 2 decimal points 10 Minutes 15 Minutes Half Hour Hour Make time that would round to zero For a time entry that is rounded to zero, the following options are available: One billable time unit Free - the time entry will not be billed Apply sales tax to time entries Apply sales tax to cost items Use this item ref for time entries These tax options must first be set up in QuickBooks Online. They are then brought into Service Desk. These tax options must first be set up in QuickBooks Online. They are then brought into Service Desk. These options must first be set up in QuickBooks Online settings as Products and Services items. They are then brought into Service Desk and will be displayed here. These item refs are also available: When creating rates in rate cards - In the Sales Ref column. When adding a time entry - From the Line item dropdown. When generating invoices - In the Set customer defaults dialog accessed from the Create invoices page MSP Service Desk

55 Field Use this item ref for cost/- sales entries Details These options must first be set up in Quick- Books Online settings as Products and Services items. They are then brought into Service Desk and will be displayed here. See above for more info. 3. Click Save to save your settings. Now go on to Step 3 - Managing Export and Invoice Creation (page 51). Step 3 - Managing Export and Invoice Creation This step describes how to filter and select customer(s) and ticket(s) to invoice. 1. Go to Settings - Products and Invoicing - Create Invoices to display the Invoicing page. 2. In the Invoicing period and Filter list panels on the left of the page, filter by: Invoicing date range - Enter From: and To: dates Customers - Select View all or choose one from the list Status - Ticket status e.g. Open, Hold, Closed, Deleted Tickets matching the filters are listed by QuickBooks customer and end user (as defined in QuickBooks). 3. In the main panel, locate the appropriate customer and in the Generate invoice for dropdown, select the customer end-user to invoice. 4. Select the ticket(s) you want to add to the invoice. 5. In the Set customer defaults dialog you can choose from the item refs as set up in QuickBooks which you want to be associated with time entries and cost entries. QuickBooks will receive the invoice with these references. Important - Selections made here take precedence over those selected in the rate card (Line item field) (see Rate Cards and Billing (page 36)). 6. Click on Generate Invoice to generate the invoice and export to QuickBooks. Now that you have generated (exported) your invoice, the ticket is removed from the Invoicing pages. MSP Service Desk

56 3.11 Creating a Service Level Agreement (SLA) You can set up a Service Level Agreement (SLA) to trigger alerts for tickets that breach specific criteria. To create an SLA: 1. Go to Settings - Business Rules - Service Level Agreement (SLA). The SLA page is displayed: 2. Click on the Add SLA button at the top right of the page. 3. In the Create SLA page enter the SLA title and select from the following criteria: Option Criteria Description Choose from: Apply to all tickets Specific criteria MSP Service Desk

57 Option When Specific criteria is selected (above), the following additional options are displayed: Description Apply to priority - Choose which Ticket Priorities the SLA applies to. Choose from 'All priorities' or select a particular priority. Apply to ticket queue - Choose from 'All ticket queues' or select one from the list Specific user - Choose from 'All users' or a particular user Specific customer - Choose from 'All customers' or select a particular customer Event Time frame Action The ticket event or status that will trigger the breach The time frame to exceed before the ticket is deemed in breach The action performed when ticket criteria is breached. Choose from: Raise priority to Urgent Raise priority to High Raise priority to Medium Notify administrator - This option uses the Installation address recorded in the Installation Settings page. See Customising the Self-serve User Portal (page 86) for details. Notify custom address Future tickets only Restrict SLA application to future tickets only (not tickets already raised) 4. Once finished, click on Create SLA. The new SLA is listed in the SLA page Installation Settings The Installation Settings page allows you to configure a variety of system behavioural settings. 1. Go to Settings - General Settings - Installation Settings. 2. Configure as necessary using the following fields/options: MSP Service Desk

58 Field/Option Description General Options Auto-close tickets Notify on closure Enable Twitter integration Installation address If enabled, tickets will automatically be updated to a status of closed after a set period if there are no user responses. If enabled, when a ticket is updated to CLOSED via the quick edit dropdown on ticket listings, the customer end-user will be notified of a ticket closure. Note - The Staff Agent assigned to the ticket will not receive this notification. Enables Twitter functionality both in the staff pages and the Selfserve User Portal. The system administrator's address which will be used for default s that do not relate to a Ticket Queue. For example: Forgotten password s are sent to this address. When the action selected when an SLA is breached is 'Notify administrator' this is the address which is used - see Creating a Service Level Agreement (SLA) (page 52) Localisation Timezone Date format Default language The Timezone used by the system The date format The default language Security Force SSL/HTTPS connections Choose whether or not to enforce SSL/HTTPS connections to the Staff Pages and the Self-serve User Portal. If enabled, this will redirect all users over a SSL connection to ensure data is encrypted MSP Service Desk

59 Field/Option Two-factor authentication Description Choose from Disabled Optional - If enabled, staff may configure their account with Google authenticator where an authentication key generated by the application is required on login. Required - If enabled, Staff Agents will be required to set up two-factor authentication if they have not already done so. Front-end Ticket creation Require user login Ticket priority Ticket creation CAPTCHA If enabled, portal users will need to log in before they can submit a ticket. If disabled, the ticket submission form will be publicly available. Allow Self-serve User Portal users to select the ticket priority. If disabled, all user-submitted tickets will default to medium. If enabled, users who submit tickets from the Self-serve User Portal will be required to enter a captcha to help prevent spam. This does not apply to staff ticket creation. Enabled features User registration User Knowledge Base Search engine indexing When enabled, allows end users to register new accounts from the Self-serve User Portal. If disabled, existing account holders will still be able to log in. Enable the Knowledge Base functionality on the Self-serve User Portal. If disabled, search engines will exclude the Self-serve User Portal from their index. 3. Once you are happy with your options, click on Save changes. MSP Service Desk

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61 4 Service Desk Features Once you have set up all Service Desk integration and configuration tasks, you can go ahead and start using the system's full range of facilities to better support your customers. The following topics describe how to get started using the application 4.1 Dashboard Tickets Creating a Site Visit Managing Assets Customers Reporting Dashboard The Dashboard provides a quick and user-friendly way for you to view outstanding tickets, access different Ticket Queues and view your schedule for the day. MSP Service Desk

62 MSP Service Desk

63 4.2 Tickets Our robust ticket logging and tracking service is easy to use, allowing you to manage customer tickets using our broad range of features. Viewing Tickets (page 59) Managing Tickets (page 61) Creating a Ticket Manually (page 65) Creating a New Ticket with a Task Template (page 66) Adding Tasks to a Ticket (page 67) Viewing Tickets To access Tickets, click on the Ticket icon on the left Navigation panel (the number in the red circle depicts the number of open tickets): The Tickets page is displayed: MSP Service Desk

64 The Tickets page allows you to filter and manage tickets displayed, and comprises: Views Panel Views Panel - Contains a list of preset views Toolbar - Provides a variety of filtering tools Tickets - Lists tickets matching the views/filters defined (by default all tickets of the status 'Unresolved' are displayed) Click on a view to display matching tickets - the following views are available: Toolbar Unresolved (default view) Assigned to me Awaiting response Unassigned Overdue Resolved View all Breaches Warnings My Saved Views - Click to open a previously saved view The Tickets toolbar allows you to: Save view - Save a custom view (storing your specified filters) Filter - Choose from a variety of filters to filter the tickets displayed Settings - Choose column headers you want to see in tickets listed window Toggle Detail - Toggle the amount of detail displayed in the tickets Tickets Auto Refresh - Define the auto refresh time period Based on the filter criteria or view selected, matching tickets are listed MSP Service Desk

65 You can: Click on a ticket to open and view details Star a ticket for future filtering Act on a ticket by selecting a ticket and choosing from options available at the top of the Ticket page (see Viewing Tickets): Managing Tickets Once a ticket has been raised and is in Service Desk you can manage the ticket using a variety of functions: In the Tickets screen, click on the ticket you want to respond to. The ticket is displayed: MSP Service Desk

66 The following information, options and actions are available: MSP Service Desk

67 Option/Field/Button Reply Open Description Jumps down to the Reply form Ticket Status - click to change On hold Close Options dropdown: View History Convert to site visit Displays ticket history Converts the ticket to a site visit. As a result: All in-flight SLAs will be removed from the ticket The ticket will no longer be listed in the Self-serve User Portal Delete Deletes the ticket Export dropdown: As PDF As PDF (without internal notes) Statement of work Creates PDF of ticket Creates PDF of ticket without internal notes Creates a statement of work Ticket description Manage Tasks Click on the edit icon to edit and format the description text. You can add and remove tasks assigned to the ticket Reply tab content field Response options Enter any response text here (and format if required) template - the response template used for this ticket CC - addresses of cc recipient(s) Attachment - Add attachment Use response to create knowledge base article user response - send to end user with this response content MSP Service Desk

68 Option/Field/Button Send response Description When clicked, immediately sends content of Reply field, by , to the user who raised the ticket. Using the dropdown, you can also choose to send the response and, at the same time, change the ticket status. Options available are: Send and close ticket Send and set to hold Send and delete ticket Internal note (private) tab Responses tab Time tracking tab Costs tab Associated Assets tab Stats tab Notes tab Contacts tab Use the field to add text that won't be displayed to the end-user. Click on the Add note button to add the text. Lists all responses made to the ticket. Allows you to add a time entry to the ticket Displays all cost entries added to the ticket and allows you to add new and edit existing. You can also add a billable inventory item to the ticket. Allows you to associate one or more assets to the ticket. The 'Take Control' button is available for 'Workstation' (not 'Server') assets which have been imported from Remote Management & Monitoring. Displays response statistics: Staff member, Response time and Response date Displays customer notes from the Customer - Notes tab of a selected customer Displays User (end-user) and Customer Contact information if available Time-tracking panel (top right) Start timer Click to start the timer for billable time tracking. Note - Remember to stop the timer when you have finished working on the ticket in this session (the timer does not stop automatically when you move away from a ticket or open another ticket). Add time entry Allows you to manually add a time entry Information panel (right of screen) MSP Service Desk

69 Option/Field/Button Assigned to Status Sub status Priority Ticket queue Customer Source Description The Staff Agent that the ticket is assigned to - click to change The ticket status (open, hold, closed, deleted) - click to change The ticket sub status - click to change The ticket priority (query, low, medium, high, urgent) - click to change The ticket queue the ticket is assigned to - click to change The customer that the ticket is raised for The source of the ticket e.g. Staff (Staff Agent), User (from Selfserve User Portal) etc Creating a Ticket Manually If you need to create a ticket manually: 1. At the top left of the Service Desk screen click on the New dropdown and select New ticket. The New ticket page is displayed: 2. In the Title field, enter a title for this ticket. 3. Enter a description in the Description field. 4. If you need to you can browse for and an attachment in the Attachment field. 5. If you want to make this a scheduled ticket, click on Schedule this ticket and select the Repeat option you require. 6. If required, choose a customer from the Customer dropdown. 7. In the On behalf of ( address) field, enter the address of the user you are raising the ticket for (you can use the Search for user facility below the field to display all end-users for the selected Customer): MSP Service Desk

70 8. Select the Ticket Queue and Priority of the ticket and, from the Assigned to dropdown select the Staff Agent to assign the ticket to (click Assign to me below the field to assign the ticket to yourself). 9. If relevant, from the Site assets field choose the site asset that this ticket applies to. 10. If you want to suppress a ticket confirmation from being sent to the user, select the Suppress ticket confirmation option. 11. When you are finished, click on Create ticket Creating a New Ticket with a Task Template When creating a new ticket within the Staff Agent interface, there is an additional option that will present all the available templates for the organisation the ticket is being created for. Note - This option is only available if you have already set up your task templates. See Tasks and Task Templates (page 23) 1. Follow the instructions in the topic Creating a Ticket Manually (page 65). 2. At the bottom of the New ticket page click on Add task template and select the template you want to add from those available MSP Service Desk

71 Selecting the relevant template will automatically load the relevant tasks into that new ticket. You can also create a task within a ticket, see Adding Tasks to a Ticket (page 67) for more details Adding Tasks to a Ticket In addition to applying a Task Template when creating a new ticket (see Creating a New Ticket with a Task Template (page 66)), it is possible to add tasks to an existing ticket. Service Desk Tasks allows you to add tasks to a template either ad-hoc or from a Task Template - allowing easy management of scheduled tasks within tickets. 1. Click on the Tickets icon in the left navigation panel to display all tickets. 2. Click on a ticket to open ticket details. If the ticket already has some tasks assigned to it they will be displayed: MSP Service Desk

72 3. To add one or more tasks (or a task template), click on Manage tasks. 4. In the Manage tasks dialog all tasks previously added to the ticket (either individually or via a Task Template) are displayed. To add a task from a template, select the template from the Add template tasks dropdown and click on the Add tasks button. All tasks added to the template are displayed. You can remove any tasks you don't want to add to the ticket by clicking Remove alongside the task MSP Service Desk

73 5. Alternatively if you want to add a task without a template, click on Add task at the bottom of the Manage Tasks dialog: 6. Fill in the necessary task details. To create more tasks, click Add task again and repeat as necessary. 7. When you have added all the tasks you need, click Save tasks to save and close the dialog. The tasks are added to the ticket details panel. MSP Service Desk

74 8. To complete a task, place a tick in the checkbox alongside a task and the cost associated with the task will be added to the billable items in the Costs tab further down the page. Note - If you want to add the cost of the task again, uncheck and re-check the checkbox - you can do this as many times as you need. 4.3 Creating a Site Visit You can effectively plan and manage your field service activities with the Site Visit Schedule.You can create site visit tickets with the site location information, date and duration. This information can also by fed into a calendar so that you can get a clear overview of staff site visits, scheduling and availability at any time. 1. Click on the New dropdown in your installation header and select New site visit: MSP Service Desk

75 The New site visit page opens: MSP Service Desk

76 MSP Service Desk

77 2. Enter the required information: Option Starts on Create now Duration Location Description Select the date and time of the scheduled visit. This will create a ticket for this site visit on the selected date. Selecting this will create a ticket for the site visit immediately (and will display the Ticket page as soon as you click Create site visit. The planned duration of the visit. Accepted formats: 130m, 2h 10m or 2:10. Enter the address of the site visit. Note - The Search for location tool, searches addresses entered on previous site visift records. Summary Enter a summary description of the scheduled site visit. Details Customer Enter site visit details. Choose the customer to visit Assigned to Assign the appropriate Staff Agent. Ticket queue Task templates Choose in which queue to place this ticket. You can associate a Task Template to a site visit (for example, an office move) 3. Click on Create site visit. The calendar with the new site visit added is displayed. 4.4 Managing Assets Service Desk provides you with the tools to manage your customers' supported devices, allowing you to add assets, asset types and sites. MSP Service Desk

78 To create an asset: 1. Select New asset from the New dropdown in your installation header: The Create Asset page is displayed MSP Service Desk

79 2. Configure the following information as necessary: Field/Option Name Cost Location Type Site Notes Description The asset name e.g. Dell Monitor D12345 The cost of the asset (for billable purposes) The address of the asset Select from those available Select the customer and site from the dropdown Add any notes if required 3. Click Create to save and add to the list of assets. 4.5 Customers The Service Desk integration process involves the automatic import of customers from Remote Management & Monitoring (as well as Customer Sites and End-users, Staff Agents and Assets). Automatically importing this existing data saves time. As well as being able to manage those imported customers, you can also add new customers to Service Desk when you need to. You can do this by performing a manual import or by creating them manually. The Customer pages also allow you to perform the following: View/edit customer details including account info, contact details, associated tickets, branding etc. View/change the customer status so you can more effectively track the status of customers in the system Add/edit customer end users to the system so that they can raise tickets and access the knowledge base from the Self-serve User Portal Record customer prospects and sales opportunities for existing customers Customer Branding Like all products you can brand Service Desk as your own - and demonstrate your value as a trusted MSP. Customer Branding functionality allows you to add a specific customer logo to the customer's Self-serve User Portal landing page. The customised portal can then be accessed from the URL generated. MSP Service Desk

80 Add Customer Logo to Self-serve User Portal 1. Click on the Customers icon in the navigation panel: The Customers page is displayed with a list of customers stored in the system. 2. Click on the relevant customer to open the Customer pages MSP Service Desk

81 3. In the Overview tab - Branding panel click on Edit to open the Edit branding dialog. 4. Search for and upload the customer logo. 5. Select Remove the current logo to replace any current logo with the new one. 6. Click on Update branding to save and close the dialog. The new logo is displayed along with the Branded portal URL. 7. The customer must access the Branded portal from this URL, therefore this link must be made available to end-users (from the customer's web site for example). 4.6 Reporting Service Desk provides a broad range of reporting capabilities, allowing you to output reports to a graphical/tabular display and, depending on the report type, in either CSV, XLSX, PDF or HTML format - on any chosen date range within your history of using Service Desk. The following table shows in which formats reports are currently available: Report Name XLSX CSV PDF HTML Dashboard Reports Ticket Closure Report a a SLA Breach Report a a Tickets by Asset Report a a Tickets by Customer Report a a MSP Service Desk

82 Report Name XLSX CSV PDF HTML Opportunities Report a a Staff Agent Activity Report a a Ticket Reports Revenue Reports Customer Summary Report a Report Builder Reports Time Log Report a a a Cost Entries Report a a a Customer Assets Report a a a Tickets Report a a a Ticket Volume Report a a a Ticket Queues Report a a a Customers Report a a a Sites Report a a a Staff Report a a a Users Report a a a Scheduled Reports a To access Reports, click on the reporting icon in the Navigation panel: MSP Service Desk

83 The Reporting pages are displayed: The Reporting navigation panel contains the following sections: MSP Service Desk

84 Dashboard Reports (page 80) - Reporting dashboard with range of useful, displayonly, graphical and/or tabular reports Report Builder (page 80) - Build, customise, schedule and output the reports you need Recently Saved Reports - A list of the 10 most recently saved reports from the Report Builder (reports listed here are system-wide and not just those of the logged in user) Dashboard Reports The Reporting Dashboard consists of the following display-only, graphical and/or tabular reports: Ticket Closure Report SLA Breach Report Tickets by Asset Report Tickets by Customer Report Opportunities Report Staff Agent Activity Report Ticket Reports Revenue Reports Customer Summary Report Builder The Report Builder list in the Reporting navigation panel contains access to Schedule Reports, Saved Reports, the Print Warehouse and the Report Builder itself from which you can build, run, save and download custom reports based on a variety of criteria. Reports can be downloaded in PDF, CSV and XLSX format. Report Builder reporting filters are housed in the following set of tabs containing commonly used filter settings (you can define filters further in each tab): Time Log - Reports on all tickets with Time Tracking information entered by Staff Agents, both billable and non-billable. This report is useful in demonstrating the hours used by Staff Agents for a given customer in a specified time period. Filters include customer, ticket status, queue etc MSP Service Desk

85 Cost Entries - Reports on any ticket which has had an inventory item added or an entry for an additional cost incurred when carrying out this ticket. You can filter on customer, the Staff Agent assigned to the ticket etc. Customer Assets - Reports on customer devices recorded in Service Desk, filter on asset types, asset sites, customers. This is useful for keeping track of billable assets covered in the customer contract. Tickets - Reports on tickets raised. You can filter on who the ticket was assigned to, whether it was billable, the customer it was raised for etc. Ticket Volume - Reports on volume of tickets raised. Filter by Staff Agent, username, status, customer, ticket queue etc. Ticket Queues - Reports on Ticket Queues set up in system with information and if they are internal only. Customers - Reports on customers and main contact information. Sites - Reports on customer sites. Staff - Reports on Staff Agents, displaying address, notification option (for new tickets) and hourly rate. Users - Reports on customer end-users - their login information as well as the customer they are associated to and their and Twitter details. From the Report Builder section you can also choose to Scheduled Reports (page 81), view Saved Reports (page 83) and access the Print Warehouse (page 83) where you can view and print downloaded reports. Scheduled Reports In the Schedule Reports page you can view and run all scheduled reports. When you choose to run a report it is made available to download from the Print Warehouse. See Print Warehouse (page 83). MSP Service Desk

86 1. Click on a report to view the schedule details: 2. From the Report name dropdown select the report you want to run. 3. In the Frequency dropdown select the frequency that you want this report to run (choose from daily, weekly, monthly or quarterly). 4. Select the customer on which you want this report to run from the Specific customer dropdown. This customer's users are then listed in the Specific user dropdown. 5. From the Specific user dropdown select the user you want this report to run on. 6. In the Recipient field enter the address of the recipient of the report, once run. 7. Select the report format from the Format dropdown (PDF or HTML) MSP Service Desk

87 Saved Reports The Saved Reports page displays all reports that have been saved from the Report Builder. Click on the View report button to view the report in the Report Builder. Print Warehouse The Print Warehouse stores all generated reports as PDFs. Click on a report to open or save. MSP Service Desk

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89 5 Self-serve User Portal You may want to take advantage of the features that the Self-serve User Portal can provide for your customers - a means by which your customer end-users can log and track tickets and browse the Knowledge Base - all from a web browser. Users can access the portal from the URL included in your welcome (this is the root directory of your installation e.g. The following features allow you to make the Portal work best for you and your customers: MSP Service Desk

90 Ticket logging and tracking - Enable users to view, log and How Portal Endusers Track Tickets (page 102). Customisation - Customise the Portal using your own branding or your customers' branding and configure settings to suit your needs and those of your customers. See Customising the Self-serve User Portal (page 86). Knowledge Base creation and management - Add rich content to the KB so that customers and Staff Agents can access information where and when needed. See Setting up the Knowledge Base (page 93). Announcements - Communicate pertinent info by publishing announcements on the portal for all your customers to see. See Customising the Self-serve User Portal (page 86). Note - Customer users with client Dashboard accounts would have been automatically imported during the integration process - and can use their existing Remote Management & Monitoring login credentials to access the Portal. Other users either need to be created in Service Desk or can register themselves on the Portal. See How Portal End-users Register (page 96) 5.1 Customising the Self-serve User Portal You can customise how the portal looks and behaves using a variety of front-end installation settings. Go to Settings - General Settings - Installation settings - Front-end panel MSP Service Desk

91 Options include: Option Description Ticket creation Require user login Ticket priority Ticket creation CAPTCHA If enabled, portal users will need to log in before they can submit a ticket. If disabled, the ticket submission form will be public. Allow Self-serve User Portal users to select the ticket priority. If disabled, all user-submitted tickets will default to medium. If enabled, users who submit tickets from the Self-serve User Portal will be required to enter a captcha to help prevent spam. This does not apply to staff ticket creation. Enabled features User registration When enabled, allows end users to register new accounts from the Self-serve User Portal. If disabled, existing account holders will still be able to log in. MSP Service Desk

92 Option User Knowledge Base Search engine indexing Description Enable the Knowledge Base functionality on the Self-serve User Portal. If disabled, search engines will exclude the Self-serve User Portal from their index. Branding You can also change how the portal looks by setting up your own branding from Settings - General Settings - Branding - Front-end. Options include: Colour scheme - choose from a selection of themes. Welcome message - leave this blank to use the default welcome message that will be translated according to the display language MSP Service Desk

93 Note - a custom welcome message will not be translated if users change the language. Logo - Add your company logo (you can also do this from Customers - Overview tab - Branding panel). External homepage - This URL will be used when the logo is clicked on the Selfserve User Portal. Note - See Customer Branding (page 75) for information on how to set up Portal branding for a customer - displaying their own logo on the Portal. Announcements You can also use the portal to communicate with your customers by adding announcements. Add and edit announcements from Settings - General Settings - Announcements. Click New Announcement to open the dialog and enter your announcement details. MSP Service Desk

94 The announcement is then displayed on the Self-serve User Portal: MSP Service Desk

95 5.1.1 Customer Branding Like all products, you can brand Service Desk as your own - demonstrating your value as a trusted MSP. On top of this, if your customer wants to brand their Portal with their own logo - you can set this up too. Customer Branding functionality allows you to add a specific customer logo to the customer's Self-serve User Portal landing page. The customised portal can then be accessed from the URL generated. MSP Service Desk

96 Add Customer Logo to Self-serve User Portal 1. Click on the Customers icon in the navigation panel: The Customers page is displayed with a list of customers stored in the system. 2. Click on the relevant customer to open the Customer pages MSP Service Desk

97 3. In the Overview tab - Branding panel click on Edit to open the Edit branding dialog. 4. Search for and upload the customer logo. 5. Select Remove the current logo to replace any current logo with the new one. 6. Click on Update branding to save and close the dialog. The new logo is displayed along with the Branded portal URL. 7. The customer must access the Branded portal from this URL, therefore this link must be made available to end-users (from the customer's web site for example). 5.2 Setting up the Knowledge Base Make it easy for customers to find what they are looking for by building up a repository of Knowledge Base articles. The self-service Knowledge Base contains rich article content with categorized tagging and keyword search, which not only allows your customers to help themselves, but can also be used as an information resource by your Staff Agents. Knowledge Base articles are added/stored by category therefore before you add an article you must make sure that you have all the categories you need in place. MSP Service Desk

98 To create a Knowledge Base category: 1. Click on the Knowledge Base icon in the navigation panel: 2. Click on New category to open the dialog MSP Service Desk

99 3. Enter a Name for the category. 4. In the Parent field, optionally choose a parent category for this one. 5. In the Lock dropdown choose who you want to be able to access this category. Enter any additional details as necessary. 6. Click Save to save and close the dialog. The new category is added to the list of categories in the Categories panel: Now that you have the categories that you need, you can go ahead and add an article. See Adding a Knowledge Base Article to the User Portal (page 95) Adding a Knowledge Base Article to the User Portal 1. In the Categories panel, click on the category in which you want to place your article. All articles created under that category are listed in the main window. 2. Click on the New Article button to open the dialog: MSP Service Desk

100 3. Complete details as required. Note - in the Lock dropdown you can choose to inherit the Lock settings as set up for the Category by selecting inherit. Otherwise you can select from the list available, who you want to access this particular article. 5.3 How Portal End-users Register In order for your customers' end-users to access the Self-serve User Portal they must have an account MSP Service Desk

101 Customer users with client Remote Management & Monitoring Dashboard accounts would have been automatically imported during the integration process - and can use their existing Remote Management & Monitoring login credentials to access the Portal. For users without existing login credentials there are two ways to set up an account: Registration by a Staff Agent in ServiceDesk Self-registration by end-user in Portal Registration by a Staff Agent in Service Desk 1. Click on the Customer icon in the navigation panel: 2. Select the customer that you want to add the end-user for. The Customer pages are displayed. 3. Click on the Users tab: MSP Service Desk

102 4. In the New User dialog, enter the necessary end-user details. Note - The address entered acts as the username when accessing the Self-serve User Portal. 5. Make a note of the password and pass on to the end-user. Note - The end-user can now change their password in the Portal. Self-registration by end-user in the Self-serve User Portal 1. End-users should access the portal with the URL included in your welcome - this is the root directory of your installation e.g MSP Service Desk

103 2. In the Portal window, end-users should click Login/Register and click on the Register a new account link: MSP Service Desk

104 3. The end-user should then enter their account details - linking to Twitter if desired - then click on Register. This will log the user into the Portal. 5.4 How Portal End-users Create Tickets The following describes how Self-serve User Portal end-users can create tickets: 1. Log into the Self-serve User Portal to display the My Tickets page. 2. At the top of the screen click on Submit Ticket. The New Ticket page is displayed: MSP Service Desk

105 Your name and address and default Ticket Queue and Ticket Priority have been added to the form automatically. 3. Add the ticket details and upload a file if it will help resolve the issue. 4. Click Submit to submit the request. Note - The request will be routed to the necessary queue and, depending on how this is set up in Service Desk, will be allocated to the relevant Staff Agent to process. 5. The My Tickets page is redisplayed with confirmation that the ticket has been created. The new ticket is listed in the Awaiting Staff Response list. MSP Service Desk

106 Unless otherwise configured you will receive an confirmation containing a Ticket ID and a Ticket key - you need both of these to track your ticket. 5.5 How Portal End-users Track Tickets Once end-users create a ticket they are then able to track their ticket from the Self-serve User Portal. 1. This can be done from the My Tickets page by clicking on the ticket in either the Awaiting my Response or the Awaiting Staff Response list. Alternatively, you can click on Track Ticket at the top of the screen. The Track a Ticket dialog opens: MSP Service Desk

107 2. Enter the Ticket ID and Ticket Key (contained in the confirmation when the ticket was raised in the Portal) and click on Submit to display ticket details including Ticket Status and Staff Agent assigned to the ticket. MSP Service Desk