Administrator Manual. Last Updated: 15 March 2012 Manual Version:

Administrator Manual Last Updated: 15 March 2012 Manual Version: 1.6 http://www.helpdeskpilot.com

Copyright Information Under the copyright laws, this manual may not be copied, in whole or in part. Your rights to the software are governed by the Helpdesk Pilot license agreement. The Helpdesk Pilot logo is a trademark of Tenmiles Technologies Pvt Ltd, registered in India. Every effort has been made to ensure that the material in this manual is accurate. Other company names mentioned in this manual are trademarks of their respective companies. Mention of third-party products is for informational purposes only and constitutes neither an endorsement nor recommendation. Tenmiles Technologies Pvt. Ltd. assumes no responsibility with regard to the performance or use of these products. Tenmiles Technologies Pvt Ltd, 1A, Jhaver plaza, Nungambakkam, Chennai 600007

Contents Preface 9 Getting Started 10 Launching Helpdesk Pilot 10 First Time Login 10 The Helpdesk Pilot Manage tab 11 Important Settings 11 Introduction to Categories 12 Adding other help desk Staff 12 General Settings 13 Account Administrator 13 How to change the Account Administrator? 13 Help Desk Web Address 14 Setting up your Help Desk Name 14 Changing the help desk name 14 Setting up the Time Zone 14 Setting up the default Language 15 Disabling the welcome screen 15 Branding your Help desk 16 Removing Copyright references and replacing page titles 17 Choosing a custom color theme 17 Configuring your outgoing mail settings 18 Selecting the preferred SMTP Server 18 Custom priorities 19 Custom statuses 21 Categories & Email Integration 23 Contents i

Overview 23 Email Integration 23 Creating a new Category 23 Editing an existing Category 26 Deleting an existing Category 27 Staff & Roles 28 Overview 28 Add a staff member 28 Add multiple staff members 29 Edit a staff member setting 29 Deactivate a Staff Account 29 Create a Role 30 Edit a Role 30 Clone a Role 31 Delete a Role 31 Notifications 32 Overview 32 Contacts Notifications 32 Staff Notifications 32 System Notifications 33 Custom Fields: Tickets 36 Overview 36 Add New Ticket Field (without dependency) 36 Add New Ticket Field (with dependency) 38 Edit a Ticket Field 39 Delete a Ticket Field 39 Change the display order of ticket fields 40 Custom Fields: Contacts 41 Overview 41 Contents ii

Add New Contact Field (without dependency) 41 Add New Contact Field (with dependency) 42 Edit a Contact Field 43 Delete a Contacts Field 44 Change the display order of Contact fields 44 Canned Actions 45 Overview 45 Add New Canned Action 45 Edit a Canned Action 46 Delete a Canned Action 46 Smart Rules 47 Overview 47 Smart Rule Conditions 47 Smart Rule Actions 48 Add New Smart Rule 48 Edit a Smart Rule 49 Delete a Smart Rule 49 Service Level Agreement (SLA)* 50 Overview 50 Create a new Work Schedule 50 Edit a Work Schedule 51 Delete a Work Schedule 51 Create a new SLA 51 Edit an SLA 52 Delete an SLA 53 Integrations 54 Overview 54 Embeddable Widgets 54 Add a new Embeddable Form 54 Contents iii

View a sample of an existing Embeddable Form 55 Edit an Embeddable Form 55 Delete an Embeddable Form 56 LDAP* 56 Application Programming Interface (API)* 56 Knowledge Base 57 Overview 57 Configuring the Knowledge Base 57 Create a new Section 58 Edit a Section 58 Deleting a Section 59 Create a new Article 59 Edit an Article 60 Deleting an Article 60 Browse the Knowledge Base 61 Internal Articles 61 External Articles (visible to end users without log in) 61 External Articles (visible to end users after log in) 61 Personalized Settings 62 Overview 62 Basic Info 62 Localization Settings 63 Change Password 63 My Queue 63 Notification Preferences 64 Creating Reports 65 Overview 65 Create a new Report 65 View a Report 66 Contents iv

Overview 66 Line & Pie Chart Display 67 SLA Performance* 67 Tabular View 68 Response Stats View 69 Staff Performance View 69 Staff Activity View 70 Customer Activity View 71 Edit a report 72 Delete a report 72 Contacts 73 Overview 73 Add contacts 73 Add a contact on their behalf 73 Import contacts 73 View a Contact s Profile 74 Edit a Contact s Profile 74 Delete a Contact s Profile 74 Grouping Contacts 75 Add a new Group 75 Define the ticket access for group members 75 Edit a Group s details 76 Delete a Group 76 Tickets 77 Overview 77 Adding an update to a ticket 78 Via the Ticket View Page 78 Via the Ticket Detail Page 78 Via Email 80 Contents v

Adding a private note to a ticket 82 Via the Ticket View Page 82 Via the Ticket Detail Page 82 Subscribing to staff notifications on a ticket 83 Mass Reply to tickets 84 Move tickets to an alternate category 85 To move a single ticket: 85 To move multiple tickets: 85 Change the status of a ticket 86 Add related tickets 86 Clone an existing ticket 87 Forward a ticket (with its contents) 87 Accessing the Print-friendly view of a ticket 88 Contents vi

Preface This manual provides detailed instructions to assist you in configuring and maintaining Helpdesk Pilot after you have completed installing the application. You will require an administrator account to make configuration changes detailed in this manual.the first account created on Helpdesk Pilot during installation is referred to as an Account Administrator. The Account Administrator always has full access. If you need further assistance, get in touch with us at support@helpdeskpilot.com This guide does not cover installation topics. If you haven t installed Helpdesk Pilot yet, please refer to the Installation manual at http://helpdeskpilot.net/docs/manuals/installation/ubuntu/installation.html Helpdesk Pilot Administrator Manual - Contents 1

Getting Started This section provides detailed instructions on configuring global settings for your help desk. Launching Helpdesk Pilot Helpdesk Pilot is a web based application. Launch your browser and type in the URL you had setup during installation. Based on your configuration setup during installation, the help desk can be accessed from the internet or from within your network. Your staff panel login is available on a URL like: http://[helpdesk Pilot domain name]/staff or http://helpdesk/staff or http://helpdesk.localdomain/staff or http://192.168.1.1/staff If you have setup an SSL certificate you can prefix your URL with https:// instead. First Time Login The first account created during installation is referred to as an Account Administrator. Your initial login for a new setup would be: username : admin password : admin. Ensure that you change your password after your first login. Helpdesk Pilot Administrator Manual - Contents 2

The Helpdesk Pilot Manage tab Manage Tab All configuration options for Helpdesk Pilot are available under the Manage tab. Menu Description General Manage overall global settings of the help desk Categories Setup Categories to segregate incoming requests into independent groups Staff Add staff members with pre-defined roles in the help desk Notifications Customize all email notifications going out of your help desk Ticket Fields Manage fields that allow you to collect specific information from users for each ticket Contact Fields Manage fields that allow you to collect contact specific information Canned Actions Manage pre-defined ticket responses and actions Smart Rules Automate help desk activities with smart rules SLA Measure your help desk staff performance with SLA s Integrations Active directory/ldap setup for your help desk staff Important Settings After logging into Helpdesk Pilot as the account administrator, make sure that you navigate to Manage > General and perform the following changes in Basic settings : Set your Default time zone. Select the Default language. Upload your logo by updating Upload New Logo. If you have changed the default time zone, you would also need to change your personal time zone setting by navigating to My Settings link available on the top right of the page. Helpdesk Pilot Administrator Manual - Contents 3

Introduction to Categories Categories help you segregate incoming support requests for various groups/departments in your organization. You can setup categories with or without email integration, public or internal. For categories without email integration users can submit request via a web form or using API. Categories with email integration can be associated to your generic mailboxes like support@, info@, and allow incoming e-mails to be converted into help desk tickets. Help desk staff can be provided access to one or more categories. To setup a category refer to Categories Section. Adding other help desk Staff You can add staff members and associate them with pre-defined roles that grant them access across the application and it s functions. Helpdesk Pilot is shipped with two default roles, namely 'administrator' and 'staff'. You can add one or more staff members, choose their roles and associate them with one or more categories. Further, you can add roles to control the level of access that your staff members will have in the help desk system. You can edit an existing role by choosing the appropriate managerial and ticket level permissions for the staff user. Helpdesk Pilot Administrator Manual - Contents 4

General Settings This manual provides detailed instructions to assist you in configuring and maintaining Helpdesk Pilot after you have completed installing the application. Account Administrator The account administrator is the one who sets up the first user after Helpdesk Pilot is installed. The first staff (admin) account is created with the details of the account administrator The account administrator is assigned the Admin role, which entitles them to all the feature under the Manage tab and all actions on the ticket The account administrator is the one who can alter settings on the Manage > General section. The actions that this user can perform are - changing the company logo, setting the default timezone for the instance, set the default language of the instance, set the Company Name, set the no-reply FROM address, provide the SMTP authentication details and set the color scheme for the instance. The account administrator is associated to the default category, created automatically when the help desk instance is created. There can only be one Account Administrator. The account administrator can be transferred to another user on the help desk if needed. How to change the Account Administrator? To change the Account Administrator: 1. Login with your Account Administrator credentials. 1.1. Note: If you are currently not the account administrator but have access to Manage > General page, you can identify the current Account Administrator by referring to the label Account Administrator under Basic Settings. 2. Under Basic Settings > Account Administrator you will see all help desk staff listed. Helpdesk Pilot Administrator Manual - Contents 5

3. Select the help desk staff member who needs to be made the Account Administrator 4. Click on Save Settings to confirm your change. Help Desk Web Address The unique web address (URL) to access your help desk is referred to as Site URL. This is typically configured during the installation process and cannot be modified. If you need to re-configure a different URL, please refer to the installation manual. Setting up your Help Desk Name You can customize your Help Desk Name. This would typically be your Company Name e.g. Acme Widget Co or Acme Support Team. The Company Name that you setup will appear across the application to staff and end-users. Changing the help desk name To change your help desk name: 1. Login with your Account Administrator credentials. 1.1. Note: If you are currently not the account administrator but have access to Manage > General page, you can identify the current Account Administrator by referring to the label Account Administrator under Basic Settings. 2. Under Basic Settings > Company Name you will see the existing help desk name. 3. Type your desired help desk name in the text box. 4. Click on Save Settings to confirm your change. Setting up the Time Zone You can setup the default time zone that would be available to all Help Desk staff and end-users. However, this does not override users time zone setting. The feature makes it convenient for new members joining to get the time zone the organization assumes them to be in. To Setup the default Time Zone: 1. Login with your Account Administrator credentials. 1.1. Note: If you are currently not the account administrator but have access to Manage > General page, you can identify the current Account Administrator by referring to the label Account Administrator under Basic Settings. Helpdesk Pilot Administrator Manual - Contents 6

2. Under Basic Settings > Default Time Zone. 3. Choose your desired time zone from the drop down menu. 4. Click on Save Settings to confirm your change. Setting up the default Language You can setup the default language that would be available to all Help Desk staff and end-users. However, this does not override users personal language preference. The feature makes it convenient for new members joining to access the help desk in the language you choose. To Setup the default language: 1. Login with your Account Administrator credentials. 1.1. Note: If you are currently not the account administrator but have access to Manage > General page, you can identify the current Account Administrator by referring to the label Account Administrator under Basic Settings. 2. Under Basic Settings > Language. 3. Choose your desired language from the drop down menu. 4. Click on Save Settings to confirm your change. Disabling the welcome screen The welcome screen is displayed only to the Account Administrator after login. It highlights key actions you may perform post login. To disable viewing the welcome screen: 1. Login with your Account Administrator credentials. 1.1. Note: If you are currently not the account administrator but have access to Manage > General page, you can identify the current Account Administrator by referring to the label Account Administrator under Basic Settings. 2. Under Basic Settings > Show Welcome Page. 3. Uncheck the option Yes. 4. Click on Save Settings to confirm your change. Helpdesk Pilot Administrator Manual - Contents 7

Branding your Help desk Helpdesk Pilot allows you to add your corporate branding on the end user interface, which includes your corporate logo and a personalized welcome message to your end users. To add your corporate branding: 1. Login with your Account Administrator credentials. 1.1. Note: If you are currently not the account administrator but have access to Manage > General page, you can identify the current Account Administrator by referring to the label Account Administrator under Basic Settings. 2. Under Basic Settings > Client Login Page Description. 3. Add your custom welcome message using this rich text editor, to be displayed on your customer interface (http://{helpdesk Pilot Domain Name}.com. This editor supports the use of HTML tags, if you would like to format your text or add hyperlinks in the welcome message 4. Click on Save Settings to confirm your change. To upload your corporate logo: 1. Login with your Account Administrator credentials. 1.1. Note: If you are currently not the account administrator but have access to Manage > General page, you can identify the current Account Administrator by referring to the label Account Administrator under Basic Settings. 2. Under Basic Settings > Logo 3. Ensure that your corporate logo is of either PNG, JPG, GIF or BMP format with a maximum permissible dimension of 500 x 90 px 4. Click on Choose File and browse through your local hard drive to select the logo that you wish to upload 5. Click on Save Settings to confirm your selection. Helpdesk Pilot Administrator Manual - Contents 8

Removing Copyright references and replacing page titles *applicable only for Enterprise Edition users On the Enterprise Edition of Helpdesk Pilot, the Account Administrator can replace the text label that is displayed on the web browser page titles as well as the text that appears in the footer of the end user interface. To replace the page title name: 1. Login with your Account Administrator credentials. 1.1. Note: If you are currently not the account administrator but have access to Manage > General page, you can identify the current Account Administrator by referring to the label Account Administrator under Basic Settings. 2. Under Basic Settings > Helpdesk Application Name 3. Enter the name that you wish to have displayed on the page title of any browser window when accessing your help desk. You can leave the field blank to use your default company name, if you wish 4. Click on Save Settings to confirm your selection. To replace the footer text: 1. Login with your Account Administrator credentials. 1.1. Note: If you are currently not the account administrator but have access to Manage > General page, you can identify the current Account Administrator by referring to the label Account Administrator under Basic Settings. 2. Under Basic Settings > Footer contents 3. Enter the text that you wish to have displayed on the footer of your end user interface. This editor supports the use of HTML tags, so you can insert hyperlink references as part of your footer text. Leave the field blank to use the default Helpdesk Pilot footer text. 4. Click on Save Settings to confirm your selection. Choosing a custom color theme You can change the default color theme on the staff and end user interface to reflect your corporate colors. This extends to the color used for the Header background, Header Text, Active Tab background and Active Tab text. To change any of the 4 color settings: 2. Under Color Theme, click on the relevant color field to load a color picker tool. Cycle through the color options available and select your preferred color for the relevant color section. 3. Click on Save Settings to confirm your change. Helpdesk Pilot Administrator Manual - Contents 9

To roll back to the default Helpdesk Pilot color theme: 2. Under Color Theme 3. Click on Default Colors 4. Click on Save Settings to confirm your selection. Configuring your outgoing mail settings You can personalize the FROM address used in all system notifications to internal help desk staff and choose to make use of your own SMTP credentials, to authenticate outgoing mail. *Note : This is independent of the mail box settings that are linked to any of your Categories. To change the FROM address that is used in system notifications (new ticket, update on existing ticket, assignment and private note notifications) 2. Under Outgoing Mail Settings >> From address 3. Enter the email address that should be displayed as the FROM address in system notifications. This does not need to be a valid email ID, since it serves as a FROM reference only. If you wish, you could make use of the format no_reply@yourcompanyname.com 4. Click on Save Settings to confirm your selection. Selecting the preferred SMTP Server You can choose from 3 available SMTP server options; the application s built in mail server, which is the default option or an external mail server with or without login. To change the SMTP server: 2. Under Outgoing Mail Settings >> SMTP Server 3. Select from any of the following 3 options 3.1. Use Application s mail server Helpdesk Pilot will make use of the built-in mail server for all outgoing mails Helpdesk Pilot Administrator Manual - Contents 10

3.2. Use external mail server If your SMTP server does not require user credentials for authorization, then provide the following details: 3.2.1. SMTP Hostname 3.2.2. Is SSL required? Yes/No 3.2.3. The Port number to be used for outgoing mail 3.2.4. Click on Test Connection to immediately check whether the SMTP details that have been entered are valid. A pop up screen will display the connection being tested and if successful, a green check mark will be displayed. If the details are invalid, a red cross will be displayed and you will need to check and re-enter the SMTP server details. 3.3. Use external mail server with login If your SMTP server requires user credentials, then provide the following details: 3.3.1. SMTP Hostname 3.3.2. Is SSL required? Yes/No 3.3.3. The Port number to be used for outgoing mail 3.3.4. The SMTP Username 3.3.5. Password 3.3.6. Click on Test Connection to immediately check whether the SMTP details that have been entered are valid. A pop up screen will display the connection being tested and if successful, a green check mark will be displayed. If the details are invalid, a red cross will be displayed and you will need to check and re-enter the SMTP server details 3.4. Once you ve selected the preferred SMTP Server option, click on Save Settings to confirm your selection. Custom priorities You can create custom priorities to be used on tickets, in line with internal/business priority references. Existing priorities can then be edited whenever required. To create a new custom priority: 2. Under Priorities >> Click on Add a New Priority 3. Enter a name for your custom priority and provide the numeric reference for it s order sequence in the Priority list. The number provided determines the sequence in which Priorities are displayed in the drop down Priority list menu. 4. Click on Save Settings to confirm your new priority Helpdesk Pilot Administrator Manual - Contents 11

To edit an existing priority: 2. Under Priorities >> Mouse over the priority that you wish to edit and click on Edit 3. Edit the Priority Name and/or Order sequence 4. Click on Save Settings to confirm your change To delete an existing priority: 2. Under Priorities >> Mouse over the priority that you wish to edit and click on Delete 3. Choose a priority to which all tickets with the existing priority (that you wish to have deleted) need to be transferred to. 4. Click on Confirm delete to confirm your priority deletion To change the default priority: 2. Under Priorities >> Mouse over any non-default priority and click on Make Default Helpdesk Pilot Administrator Manual - Contents 12

Custom statuses If you wish to identify tickets by using business specific processes, you can create custom statuses and move tickets into a relevant status as they progress through the help desk. Statuses can be of two states: Pending : Any Pending-state status is one where the ticket is still being worked on (such as New, Open, Under-Review, etc) Completed : Any Completed-state status is one where the request has been resolved and the ticket closed To create a new custom status: 2. Under Status >> Click on Add a New Status 3. Enter a name for your custom status and provide the numeric reference for its order sequence in the Status list. The number provided determines the sequence in which statuses are displayed in the drop down Status list menu. 4. Choose a custom color code option, to make it easier to identify tickets by looking at the color of the status label 5. Select whether the status is of a Pending or Completed State 6. Click on Save Settings to confirm your new status To edit an existing status: 2. Under Status >> Mouse over the status that you wish to edit and click on Edit 3. Edit the Status Name, Order sequence, color code and/or State 4. Click on Save Settings to confirm your change To delete an existing status: 2. Under Status >> Mouse over the status that you wish to edit and click on Delete 3. Choose a status to which all tickets with the existing status (that you wish to have deleted) need to be transferred to. 4. Click on Confirm delete to confirm your status deletion Helpdesk Pilot Administrator Manual - Contents 13

To change the default status: 2. Under Status >> Mouse over any non-default status and click on Make Default Helpdesk Pilot Administrator Manual - Contents 14

Categories & Email Integration Overview Incoming tickets to your help desk can be classified into specific categories and submitted into dedicated ticket queues, depending on the primary nature of the request being submitted. For example, Technical Support and Pre-Sales could serve as two independent categories, each associated to relevant help desk staff members who are tasked with managing, viewing and responding to tickets. Email Integration If you make use of email communication with end users, then corporate mail boxes, such as support@yourcompany.com or contact@yourcompany.com can be integrated with Helpdesk Pilot as unique categories. This then allows for incoming mails from your end users to be converted into uniquely identifiable tickets, that can be assigned to staff and responded to. Each corporate mail box that you wish to integrate will need to be linked to an individual category. The number of categories that you can add is dependent on the Helpdesk Pilot subscription (LITE, PRO, Enterprise) that you have chosen. Please check your license purchase history to see your subscription details. Creating a new Category 2. Navigate to the Manage >> Categories page 3. Click on Add New Category or on the Add Categories button 3.1. Provide a name for your new category 3.2. Provide a prefix (alpha, numeric or alphanumeric) that will be prepended to the Ticket ID of any ticket being submitted into this new category (Ticket IDs will then follow the format PREFIX00000001 where the prefix is prepended to an 8 digit numeric string to form the Ticket ID 3.3. Select the Category s Availability 3.3.1. Public (Visible to contacts) A Public category will be accessible on the end user interface and can be selected by end users, if you promote request submission via the web. 3.3.2. Private (Visible only to Staff Members) A Private Category will be accessible only by internal staff members and will not appear on the end user Helpdesk Pilot Administrator Manual - Contents 15

interface category selection menu. Private Categories are ideal for internal categories, which do not be made accessible to external users. 3.4. Provide a description of the Category (optional). This serves as a reference for internal admins, to keep track of the purpose of each category 3.5. Add a signature for the Category, which can be appended on all outgoing communications. The signature could include the Category or Business Unit s name, which you wish to have included on all correspondence with end users Incoming Mail Options 3.6. You can select from either one of 4 options: 3.6.1. No Incoming Mailbox 3.6.2. IMAP If you wish to only promote the use of web based submission of tickets and web based communication with your end users, then select this option. End users will need to submit new tickets via the end user interface and subsequently log into their web based end user accounts to keep track of responses from the help desk If you wish to configure a corporate mail box, that is of IMAP type, then select this option. 3.6.2.1. Enter the email address of your corporate mail box (such as support@yourcompany.com) 3.6.2.2. Enter the IMAP Hostname 3.6.2.3. Select whether SSL needs to be enabled or disabled; Y/N 3.6.2.4. Enter the Port Number that needs to be used for all incoming mail communication (this Port will have to be enabled on your server side, to ensure that incoming mails can be received by Helpdesk Pilot) 3.6.2.5. Enter the IMAP Username and Password for this mail box 3.6.2.6. Click on Test Connection to validate the mail box details that you have entered. A pop up screen 3.6.3. POP will display the connection being tested and if successful, a green check mark will be displayed. If the details are invalid, a red cross will be displayed and you will need to check and re-enter the IMAP server details. If you wish to configure a corporate mail box, that is of POP type, then select this option. 3.6.3.1. Enter the email address of your corporate mail box (such as support@yourcompany.com) 3.6.3.2. Enter the POP Hostname 3.6.3.3. Select whether SSL needs to be enabled or disabled; Y/N 3.6.3.4. Enter the Port Number that needs to be used for all incoming mail communication (this Port will have to be enabled on your server side, to ensure that incoming mails can be received by Helpdesk Pilot) 3.6.3.5. Enter the POP Username and Password for this mail box Helpdesk Pilot Administrator Manual - Contents 16

3.6.3.6. Select whether incoming emails should be deleted off the mail server once they have been downloaded and converted to tickets in Helpdesk Pilot (recommended setting for POP servers) 3.6.3.7. Click on Test Connection to validate the mail box details that you have entered. A pop up screen will display the connection being tested and if successful, a green check mark will be displayed. If the details are invalid, a red cross will be displayed and you will need to check and re-enter the POP server details. 3.6.4. Email Forwarding If POP/IMAP are not appropriate options, then you can make use of the email forwarding function to integrate a corporate mail box with Helpdesk Pilot. Helpdesk Pilot has a built in mail-server with it s one unique mail address, in the format {your instance name}-{numericstring}@{helpdesk Pilot domain}.com This is an internal ID, unique to your instance of Helpdesk Pilot and is used to intelligently route forwarded mails to their relevant categories. 3.6.4.1. Enter the Email Address of the corporate mail box (such as support@yourcompany.com) 3.6.4.2. Create a forwarding/redirect rule at mail server level; All emails sent to support@yourcompany.com should be automatically forwarded to your internal Helpdesk Pilot ID {your instance name}-{numericstring}@{helpdesk Pilot domain}.com 3.6.4.3. If you are forwarding mails from a Google Apps account, you will need to create a temporary category with the email address {your instance name}-{numericstring}@{helpdesk Pilot domain}.com so that the forwarding verification mail can come in as a ticket Helpdesk Pilot Administrator Manual - Contents 17

Outgoing Mail Options 3.7. If you have selected either POP or IMAP as your Incoming Mail Option, you can choose from: 3.7.1. Use Default SMTP All outbound communications will be authenticated against the SMTP server credentials provided on the Manage >> General page 3.7.2. Use own SMTP If you wish to use an alternate SMTP server for this category specifically, you can make use of a category-specific SMTP account. 3.7.2.1. Enter your SMTP Hostname 3.7.2.2. Select whether SSL needs to be enabled or disabled; Y/N 3.7.2.3. Enter the Port Number that needs to be used for all outgoing mail communication (this Port will have to be enabled on your server side, to ensure that outgoing mails can be sent by Helpdesk Pilot) 3.7.2.4. Select whether this SMTP server requires login credentials 3.7.2.4.1. If so, enter the SMTP username and password 3.7.2.5. Click on Test Connection to validate the SMTP details that you have entered. A pop up screen will display the connection being tested and if successful, a green check mark will be displayed. If the details are invalid, a red cross will be displayed and you will need to check and re-enter the SMTP server details Associate Staff 3.8. Categories can be associated to either Roles or individual staff members on the help desk. Tick the relevant Role or Staff box to associate the category accordingly Associated Staff members will then have access to this category and actions that they can perform will depend on the privileges they have been given (for more on this, refer to the Staff Settings section) 3.9. Click on Save Settings to confirm your new category creation Editing an existing Category 2. Navigate to the Manage >> Categories page 3. Mouse over the category that you wish to edit and click on Edit. 4. Once you have completed editing any of the category settings, click on Save Settings to confirm the change. Helpdesk Pilot Administrator Manual - Contents 18

Deleting an existing Category 2. Navigate to the Manage >> Categories page 3. Mouse over the category that you wish to delete and click on Delete. 3.1. The Delete link will not be displayed if you have only a single category on your help desk 4. A pop-up screen will be displayed asking you to confirm the category deletion 4.1. Choose whether you d like to transfer all tickets to another category or delete the category complete with all the tickets in it 5. Click on Confirm Delete to proceed with deleting the category Helpdesk Pilot Administrator Manual - Contents 19

Staff & Roles Overview Create individual accounts for each of your help desk staff members, associating them with the relevant categories and define the extent to which they can perform help desk operations, by way of privileges in the Role given to them. Each staff s account is linked to his/her email ID, so that staff are notified via email on ticket level actions such as : - new tickets - updates from end users on existing tickets - ticket assignments from the help desk admin or other staff members - private notes from other staff members The number of staff accounts that you can add is dependent on the Helpdesk Pilot subscription (LITE, PRO, Enterprise) and the number of staff licenses you have purchased. Please check your license purchase history to see your subscription details Add a staff member 2. Navigate to the Manage >> Staff page 3. Click on Add New Staff or on the Add Staff button 3.1. Enter the First & Last Name of the Staff member 3.2. Enter the staff s email address 3.3. Select the Role that the staff account falls under. (The staff member s privileges are dependent on the Role selected) 3.4. Associate the staff member to the relevant category(s) that he/she needs to have access to 3.5. Click on Save Settings to confirm the staff account addition. A staff account invitation will be sent via email, to the Staff email address provided. Once the staff member activates his/her account, they can provide a personalized username and password. They will then be able to log in to your help desk s staff interface. Helpdesk Pilot Administrator Manual - Contents 20

Add multiple staff members 2. Navigate to the Manage >> Staff page 3. Click on Add New Staff or on the Add Staff button 3.1. Click on Click here to add multiple staff users at once. This allows you to send multiple staff account invites, with a single action 3.2. Enter the email addresses of the multiple staff members, ensuring that each email address is separated by a comma 3.3. Select the Role that all these staff accounts must fall under. (The staff member s privileges are dependent on the Role selected) 3.4. Associate the staff members to the relevant category(s) that they need to have access to 3.5. Click on Save Settings to confirm the multiple staff account addition. Staff account invitations will be sent via email, to each of the email addresses provided. Once the staff members activates their account, they can provide a personalized username and password. They will then be able to log in to your help desk s staff interface. Edit a staff member setting 2. Navigate to the Manage >> Staff page 3. Mouse over the staff account that you wish to edit and click on Edit. 4. Make the necessary edition; the Staff s Name, Email address, Role and category association can be edited 5. Click on Save Settings to confirm the change. Deactivate a Staff Account When a staff member leaves the help desk team or no longer needs to have access to the help desk, you can deactivate his/her staff account. This ensures that the staff no longer has access to the help desk, but still retains the staff s activity history on tickets in the help desk. Once a staff account has been deactivated, the total staff license count is freed by a unit of 1, allowing you to add another staff account if necessary. (The total staff license capacity relates to active staff licenses only) Helpdesk Pilot Administrator Manual - Contents 21

To deactivate a staff account: 2. Navigate to the Manage >> Staff page 3. Mouse over the staff account that you wish to deactivate and uncheck the Active box 4. Click on Update to confirm the staff account deactivation Create a Role 2. Navigate to the Manage >> Staff page 3. Click on Add New Role or on the Add Role button 3.1. Enter a Name and Description for the new role 3.2. Select which of the managerial permissions should be enabled for this Role 3.3. Select which of the ticket-level permissions should be enabled for this Role 3.4. Click on Save Settings to create the new role Edit a Role 2. Navigate to the Manage >> Staff page 3. Mouse over the Role that you wish to edit and click on Edit. 4. Make the necessary edits 5. Click on Save Settings to confirm the change. Helpdesk Pilot Administrator Manual - Contents 22

Clone a Role 2. Navigate to the Manage >> Staff page 3. Mouse over the Role that you wish to clone and click on Clone. 4. Make any changes that are needed to the Cloned Role 5. Click on Save Settings to create the cloned role. Delete a Role 2. Navigate to the Manage >> Staff page 3. Mouse over the Role that you wish to delete and click on Delete. 4. A pop-up screen will be displayed asking you to confirm the role deletion 4.1. Choose whether you d like to transfer all staff who are currently associated to this role, to another role 5. Click on Confirm Delete to proceed with deleting the role Helpdesk Pilot Administrator Manual - Contents 23

Notifications Overview Helpdesk Pilot has built-in email alerts, known as notifications, that are sent to help desk staff and end users, in response to relevant ticket-level actions. These notifications are categorized as Contacts, Staff and System notifications and can be customized to your specific needs. Contacts Notifications These notifications are sent exclusively to the Contact, or ticket requestor/end user in response to a ticket-level action. Notification Description New Ticket Auto-responder Reply Template Contact Account Invite Ticket Assignment Sent automatically on submission of new request Allows for email responses to be sent to contacts, when help desk staff add an update on a ticket Automatically sends contact account information, Email Address and automatically generated password, when the contact submits a request for the first time. Allows the contact to subsequently make use of the self-service end user interface Informs the contact when their ticket has been assigned to a relevant help desk staff member Staff Notifications These notifications are sent exclusively to the Help desk staff member in response to a ticket-level action. Notification Description New Ticket Notification Sent to help desk staff members as a notification when a new ticket has been submitted New Reply Notification Staff Assigned Notification Private Note Sent to help desk staff members when a contact has responded to an existing ticket Sent to a specific help desk staff member, notifying that a ticket has been assigned to him/her An email alert sent to participating help desk staff members, when a private note has been added on a ticket Helpdesk Pilot Administrator Manual - Contents 24

System Notifications Notification Forgot Password - Contact Forgot Password - Staff Staff Account Invite Contact Registration Verification Contact Account Add Description Sent to the contact when a Forgot Password action is initiated by them Sent to the help desk staff when a Forgot Password action is initiated by them Sent to a help desk staff member, when they have been added to the help desk staff team by an Administrator Sent to the contact when they register for an account to use the Self-service end user interface Sent to the contact when their account is created on their behalf by a help desk staff member Enable a notification 2. Navigate to the Manage >> Notifications page 3. Tick the Enabled check box for the relevant notification template, to enable it Add a new notification template 2. Navigate to the Manage >> Notifications page 3. Click on the relevant notification name 4. Scroll down to Templates and click on Add new Template 4.1. Enter a Name for this new template 4.2. Enter the content that should appear in the Subject of this notification. You can include content from the ticket by clicking on Insert Tag and choosing the relevant tags to include. NOTE : Please ensure that the Ticket ID Tag is included in the Subject field, to ensure that any replies from the contact are appended to the same ticket within the help desk 4.3. Enter the content that should appear in the body of the notification. You can include rich text using the built-in editor as well as content from the ticket by clicking on Insert Tag 4.4. Select the instances of ticket submission at which this notification must be sent to the contact 4.5. Click on Save Settings to confirm the new template addition Helpdesk Pilot Administrator Manual - Contents 25

Select the Template in Use for a specific category 2. Navigate to the Manage >> Notifications page 3. Click on the relevant notification name 4. Navigate to the relevant category entry and select the preferred template from the Template In Use drop down menu 5. Click on Save Settings to confirm the change Edit an existing notification template 2. Navigate to the Manage >> Notifications page 3. Click on the relevant notification name 4. Scroll down to Templates, mouse over the template you wish to edit and click on Edit 4.1. Edit the Name, Subject and content of the template, where applicable. NOTE : Please ensure that the Ticket ID Tag is included in the Subject field, to ensure that any replies from the contact are appended to the same ticket within the help desk 4.2. Select the instances of ticket submission at which this notification must be sent to the contact 4.3. Click on Save Settings to confirm the change Clone an existing notification template 2. Navigate to the Manage >> Notifications page 3. Click on the relevant notification name 4. Scroll down to Templates, mouse over the template you wish to edit and click on Edit 4.1. Edit the Name, Subject and content of the template, where applicable. NOTE : Please ensure that the Ticket ID Tag is included in the Subject field, to ensure that any replies from the contact are appended to the same ticket within the help desk 4.2. Select the instances of ticket submission at which this notification must be sent to the contact 4.3. Click on Save Settings to confirm the change Helpdesk Pilot Administrator Manual - Contents 26

Reset a notification template to the default setting 2. Navigate to the Manage >> Notifications page 3. Click on the relevant notification name 4. Scroll down to Templates, mouse over the template you wish to reset and click on Reset 4.1. Select the instances of ticket submission at which this notification must be sent to the contact 4.2. Click on Save Settings to confirm the change Helpdesk Pilot Administrator Manual - Contents 27

Custom Fields: Tickets Overview Specific information can be collected from end users at the time of request submission, through the use of ticket fields. This allows for customizable request submission forms, with unlimited custom fields to further classify the request being submitted. Ticket fields can be created in a variety of formats: 1. Text For standard text field submissions 2. Numeric For standard numeric/alphanumeric submissions 3. Dropdown Ideal for use where a single, pre-determined value needs to be selected from a drop down menu with multiple options displayed 4. Multiple Option List based selection where multiple pre-determined values can be selected In addition, a dependent custom field structure can be created on the request submission form, to intelligently guide contacts through their request submission based on the nature of request being submitted. To create a dependent field, you must have at least one custom field of a drop down format, to serve as the Parent field. When a value is selected from the Parent field, you can prompt a Dependent field to be displayed, for further classification of the ticket. Add New Ticket Field (without dependency) 2. Navigate to the Manage >> Ticket Fields page 3. Click on Add New Custom Field or on the Add New Custom Field button 3.1. Provide a name for your new custom field 3.2. Ignore the Depends On Field Helpdesk Pilot Administrator Manual - Contents 28

3.3. Select the preferred type of custom field 3.3.1. If you select Text or Number, a blank field will be used to capture the text or numeric data submission 3.3.2. If you select Drop down: 3.3.2.1. Click on Add Option to provide the first pre-determined value that should be displayed in the drop down menu for this custom field 3.3.2.2. If additional pre-determined values need to be displayed, click on Add Option to add further options 3.3.3. If you select Multiple Option: 3.3.3.1. Click on Add Option to provide the first pre-determined value that should be displayed in the multiple option list for this custom field 3.3.3.2. If additional values need to be displayed, click on Add Option to add further options 3.4. Select whether the field should appear as internal 3.4.1. YES This custom field will only be visible to help desk staff members, on the ticket. Contacts/end users will not be able to see this field when submitting a request via the web interface 3.4.2. NO This custom field will be visible to both contacts/end users and help desk staff members. Choose this option if your contacts need to provide a value for this custom field 3.5. Select whether the field is Compulsory 3.5.1. YES This custom field will be visibly marked with an asterisk on the request submission form and serves as a mandatory field when the contact submits his/her request 3.5.2. NO This custom field will be optional and the contact can choose to ignore this field when submitting their request via the web interface 3.6. Select whether the field is Compulsory on Completed 3.6.1. YES This custom field needs to have a value entered/selected before the ticket can eventually be marked as completed, by the help desk staff 3.6.2. NO The ticket can eventually be marked as completed without the need to have a value entered/selected in this custom field 3.7. Choose which category this custom field needs to be associated to by ticking the check box against the relevant category. A single custom field can be associated to single or multiple categories and will be displayed on the request submission form when the relevant category has been selected by the contact 3.8. Click on Save Settings to confirm the custom field addition Helpdesk Pilot Administrator Manual - Contents 29

Add New Ticket Field (with dependency) 2. Navigate to the Manage >> Ticket Fields page 3. Click on Add New Custom Field or on the Add New Custom Field button 3.1. Provide a name for your new custom field 3.2. Skip the Depends On Field 3.3. Select the preferred type of custom field 3.3.1. If you select Text or Number, a blank field will be used to capture the text or numeric data submission 3.3.2. If you select Drop down: 3.3.2.1. Click on Add Option to provide the first pre-determined value that should be displayed in the drop down menu for this custom field 3.3.2.2. If additional pre-determined values need to be displayed, click on Add Option to add further options 3.3.3. If you select Multiple Option: 3.3.3.1. Click on Add Option to provide the first pre-determined value that should be displayed in the multiple option list for this custom field 3.3.3.2. If additional values need to be displayed, click on Add Option to add further options 3.4. Select whether the field should appear as internal 3.4.1. YES This custom field will only be visible to help desk staff members, on the ticket. Contacts/end users will not be able to see this field when submitting a request via the web interface 3.4.2. NO This custom field will be visible to both contacts/end users and help desk staff members. Choose this option if your contacts need to provide a value for this custom field 3.5. Select whether the field is Compulsory 3.5.1. YES This custom field will be visibly marked with an asterisk on the request submission form and serves as a mandatory field when the contact submits his/her request 3.5.2. NO This custom field will be optional and the contact can choose to ignore this field when submitting their request via the web interface 3.6. Select whether the field is Compulsory on Completed Helpdesk Pilot Administrator Manual - Contents 30

3.6.1. YES This custom field needs to have a value entered/selected before the ticket can eventually be marked as completed, by the help desk staff 3.6.2. NO The ticket can eventually be marked as completed without the need to have a value entered/selected in this custom field 3.7. Choose which category this custom field needs to be associated to, by ticking the check box against the relevant category. A single custom field can be associated to single or multiple categories and will be displayed on the request submission form when the relevant category has been selected by the contact 3.8. Click on Save Settings to confirm the custom field addition Edit a Ticket Field 2. Navigate to the Manage >> Ticket Fields page 3. Mouse over the custom field you wish to edit and click on Edit 3.1. Make the necessary edits to the custom field settings 3.2. Click on Save Settings to confirm the change Delete a Ticket Field 2. Navigate to the Manage >> Ticket Fields page 3. Mouse over the custom field you wish to delete and click on Delete 3.1. Deleting a custom field will remove all values that contacts have provided on their tickets, against this specific custom field 3.2. Click on Confirm Delete to confirm the field deletion Helpdesk Pilot Administrator Manual - Contents 31

Change the display order of ticket fields When a category is selected on the request submission forms, relevant custom fields are displayed in the sequence in which they were originally created. To change the display order of these fields, on the request submission form: 2. Navigate to the Manage >> Ticket Fields page 3. Scroll down to Custom Fields Display Order 4. Select the category whose custom fields you wish to reorder 5. Click and drag custom fields up and down the display order 5.1. Pre-determined values within a custom field can only be rearranged within that custom field 6. Click on Update Order to confirm the order change 6.1. Make the necessary edits to the custom field settings 6.2. Click on Save Settings to confirm the change Helpdesk Pilot Administrator Manual - Contents 32

Custom Fields: Contacts Overview Profile information can be collected from end users, through the use of contact fields. The information thus submitted would remain constant across all request submissions by the contact and will be linked to their Contact Profile on the help desk. This is an ideal manner to collect and store contact specific details such as Phone Number, Address, Company Name, etc. Contact fields can be created in a variety of formats: 1. Text For standard text field submissions 2. Numeric For standard numeric/alphanumeric submissions 3. Dropdown Ideal for use where a single, pre-determined value needs to be selected from a drop down menu with multiple options displayed 4. Multiple Option List based selection where multiple pre-determined values can be selected In addition, a dependent custom field structure can be created on the request submission form, to intelligently guide contacts through their first submission. To create a dependent field, you must have at least one custom field of a drop down format, to serve as the Parent field. When a value is selected from the Parent field, you can prompt a Dependent field to be displayed, for further classification. Add New Contact Field (without dependency) 2. Navigate to the Manage >> Contact Fields page 3. Click on Add New Custom Field or on the Add New Custom Field button 3.1. Provide a name for your new custom field 3.2. Ignore the Depends On Field 3.3. Select the preferred type of custom field Helpdesk Pilot Administrator Manual - Contents 33

3.3.1. If you select Text or Number, a blank field will be used to capture the text or numeric data submission 3.3.2. If you select Drop down: 3.3.2.1. Click on Add Option to provide the first pre-determined value that should be displayed in the drop down menu for this custom field 3.3.2.2. If additional pre-determined values need to be displayed, click on Add Option to add further options 3.3.3. If you select Multiple Option: 3.3.3.1. Click on Add Option to provide the first pre-determined value that should be displayed in the multiple option list for this custom field 3.3.3.2. If additional values need to be displayed, click on Add Option to add further options 3.4. Select whether the field should appear as internal 3.4.1. YES This custom field will only be visible to help desk staff members, on the ticket. Contacts/end users will not be able to see this field when submitting a request via the web interface 3.4.2. NO This custom field will be visible to both contacts/end users and help desk staff members. Choose this option if your contacts need to provide a value for this custom field 3.5. Select whether the field is Compulsory 3.5.1. YES This custom field will be visibly marked with an asterisk on the request submission form and serves as a mandatory field when the contact submits his/her request 3.5.2. NO This custom field will be optional and the contact can choose to ignore this field when submitting their request via the web interface 3.6. Click on Save Settings to confirm the custom field addition Add New Contact Field (with dependency) 2. Navigate to the Manage >> Contacts Fields page 3. Click on Add New Custom Field or on the Add New Custom Field button 3.1. Provide a name for your new custom field 3.2. Skip the Depends On Field 3.3. Select the preferred type of custom field Helpdesk Pilot Administrator Manual - Contents 34

3.3.1. If you select Text or Number, a blank field will be used to capture the text or numeric data submission 3.3.2. If you select Drop down: 3.3.2.1. Click on Add Option to provide the first pre-determined value that should be displayed in the drop down menu for this custom field 3.3.2.2. If additional pre-determined values need to be displayed, click on Add Option to add further options 3.3.3. If you select Multiple Option: 3.3.3.1. Click on Add Option to provide the first pre-determined value that should be displayed in the multiple option list for this custom field 3.3.3.2. If additional values need to be displayed, click on Add Option to add further options 3.4. Select whether the field should appear as internal 3.4.1. YES This custom field will only be visible to help desk staff members, on the ticket. Contacts/end users will not be able to see this field when submitting a request via the web interface 3.4.2. NO This custom field will be visible to both contacts/end users and help desk staff members. Choose this option if your contacts need to provide a value for this custom field 3.5. Select whether the field is Compulsory 3.5.1. YES This custom field will be visibly marked with an asterisk on the request submission form and serves as a mandatory field when the contact submits his/her request 3.5.2. NO This custom field will be optional and the contact can choose to ignore this field when submitting their request via the web interface 4. Click on Save Settings to confirm the custom field addition Edit a Contact Field 2. Navigate to the Manage >> Contacts Fields page 3. Mouse over the custom field you wish to edit and click on Edit 3.1. Make the necessary edits to the custom field settings 4. Click on Save Settings to confirm the change Helpdesk Pilot Administrator Manual - Contents 35

Delete a Contacts Field 2. Navigate to the Manage >> Contacts Fields page 3. Mouse over the custom field you wish to delete and click on Delete 3.1. Deleting a custom field will remove all values that contacts have provided on their tickets, against this specific custom field 4. Click on Confirm Delete to confirm the field deletion Change the display order of Contact fields Relevant contact fields are displayed in the sequence in which they were originally created. To change the display order of these fields, on the request submission form: 2. Navigate to the Manage >> Contact Fields page 3. Scroll down to Custom Fields Display Order 4. Click and drag custom fields up and down the display order 4.1. Pre-determined values within a custom field can only be rearranged within that custom field 5. Click on Update Order to confirm the order change Helpdesk Pilot Administrator Manual - Contents 36

Canned Actions Overview Canned Actions allow you to create a bank of standardized templates, that can be used by help desk staff members and inserted into responses on a ticket. In addition, a ticket level change (such as a status, priority or assignment change) can be clubbed with a canned action to perform multiple ticket level changes with a single canned action. Add New Canned Action 2. Navigate to the Manage >> Canned Actions page 3. Click on Add New Canned Action or on the New Canned Action button 3.1. Provide a name for your new canned action 3.2. Provide a description for the canned action, for internal referencing purposes 3.3. Provide the reply that should be used with this canned action, to be inserted into staff responses on a ticket. NOTE : This field is optional 3.4. Select which ticket property needs to be changed along with the value it needs to be changed to 3.4.1. Status Select No Change or the value the status needs to be changed to 3.4.2. Priority Select No Change or the value the priority needs to be changed to 3.4.3. Assign Select No Change or the value the assignment needs to be changed to 3.5. Select which Staff Role the canned action should be available to 3.6. Select which category the canned action should be associated with. The Canned Action will appear at the ticket level response only for tickets that are in the category(ies) that the canned action is associated with 4. Click on Save Settings to confirm the canned action creation Helpdesk Pilot Administrator Manual - Contents 37

Edit a Canned Action 2. Navigate to the Manage >> Canned Actions page 3. Mouse over the canned action you wish to edit and click on Edit 3.1. Make the necessary edits to the canned action settings 4. Click on Save Settings to confirm the change Delete a Canned Action 2. Navigate to the Manage >> Canned Actions page 3. Mouse over the canned action you wish to delete and click on Delete 4. Click on Confirm Delete to confirm the canned action deletion Helpdesk Pilot Administrator Manual - Contents 38

Smart Rules Overview Ticket level actions can be automated through the use of smart rules, in the presence of pre-determined conditions. Smart Rule Conditions A variety of conditions can be chosen from and used in combinations, to create the ideal condition set. There is no limit to the number of smart rules that can be created, using any one or more of the available conditions. These conditions include: - Ticket Status - Ticket Priority - Current Ticket Assignee - Customer Name - Customer Email Address - Subject of the Ticket - Content in the last staff message - Content in the last customer message - Time elapsed since the ticket was created - Time elapsed since the last staff message - Time elapsed since the last customer message Using these operators, you can build a combination of conditions that, when present, will trigger a specific action to take place automatically. Helpdesk Pilot Administrator Manual - Contents 39

Smart Rule Actions In the presence of a specific condition or condition set, a smart rule can automatically trigger any one of the following actions: - change ticket status - change ticket priority - change ticket assignee - add tags - send email (to help desk staff, the end user or external recipients) Add New Smart Rule 2. Navigate to the Manage >> Smart Rules page 3. Click on Add New Smart Rule or on the New Smart Rule button 3.1. Provide a name for your new smart rule 3.2. Provide a description for the canned action, for internal referencing purposes 3.3. Select whether the smart rule should be set as active. NOTE : An active Smart Rule will take effect on all tickets that are created on the system AFTER the smart rule has been created. The action will not be taken on any tickets that were already in the system, before the smart rule was created. 3.4. Select the condition(s) for the Smart Rule, choosing (where applicable) whether the condition must be matched to an exact value, or to the presence of a text/numeric string. Add multiple conditions by clicking on the + icon, remove unnecessary conditions by clicking on the - icon 3.4.1. Match All of these conditions If it is mandatory that the presence of ALL conditions must exist for the Smart Rule to take effect, then add conditions within the Match All section. Only when all these conditions exist, will the Smart Rule trigger the necessary action. 3.4.2. Match Any of these conditions If the presence of one or more of the chosen condition set is sufficient for the Smart Rule to take effect, then add conditions within the Match Any section. When the presence of even one of the conditions is detected, the Smart Rule will trigger the necessary action. 3.5. Select the action that must be automatically performed in the presence of the conditions (provided in Step 3.4 above) 3.5.1. Set Status To Choose this action if you wish to change the status of the ticket. From the Status drop down, select which status the ticket needs to be changed to Helpdesk Pilot Administrator Manual - Contents 40

3.5.2. Set Priority To Choose this action if you wish to change the priority of the ticket. From the Priority drop down menu, select which priority the ticket needs to be changed to 3.5.3. Set Assignee To Choose this action if you wish to change the assignee of the ticket. From the Assignee drop down menu, select which Staff member the ticket needs to be assigned to 3.5.4. Add tags Choose this action if you wish to add tags to the ticket. Enter multiple tags with a comma 3.5.5. Send Email To Choose this action if you wish to send an email. Ticket level details can be inserted into the Recipients, Subject and Message Body using the Insert Tags link 3.6. Associate the Smart Rule with the relevant category. The Smart rule will take effect hereon on all new tickets submitted to the associated category(ies) 4. Click on Save Settings to confirm the addition of the new smart rule Edit a Smart Rule 2. Navigate to the Manage >> Smart Rule page 3. Mouse over the smart rule you wish to edit and click on Edit 3.1. Make the necessary edits to the smart rule settings 3.2. If you wish to Deactivate the Smart Rule, select No in the Active drop down menu 4. Click on Save Settings to confirm the change Delete a Smart Rule 2. Navigate to the Manage >> Smart Rule page 3. Mouse over the smart rule you wish to delete and click on Delete 4. Click on Confirm Delete to confirm the smart rule deletion Helpdesk Pilot Administrator Manual - Contents 41

Service Level Agreement (SLA)* Overview *This feature is available only on the Enterprise Edition Create, manage and report on SLAs to measure performance goals for specific aspects of your support services. Each SLA is linked to an individual Work Schedule, which allows you to define custom working hours for your help desk, so that SLA timelines are calculated during working hours only. Create a new Work Schedule 2. Navigate to the Manage >> SLA page 3. Click on Manage Work Schedules 4. Click on Add New Work Schedule 4.1. Provide a name for your new work schedule 4.2. Provide a description for the work schedule, for internal referencing purposes 4.3. Select the relevant zone 4.4. Select the working days and the working hours for each day 4.5. Add holidays (where applicable) by clicking on Add Holiday 4.5.1. Select the holiday date and enter the holiday name 4.5.2. Click on Add 4.6. Click on Save Settings to confirm the work schedule addition 4.7. Select whether the smart rule should be set as active. NOTE : An active Smart Rule will take effect on all tickets that are created on the system AFTER the smart rule has been created. The action will not be taken on any tickets that were already in the system, before the smart rule was created Helpdesk Pilot Administrator Manual - Contents 42

Edit a Work Schedule 2. Navigate to the Manage >> SLA page 3. Click on Manage Work Schedules 4. Mouse over the work schedule you wish to edit and click on Edit 4.1. Make the necessary edits to the work schedule settings 5. Click on Save Settings to confirm the change Delete a Work Schedule 2. Navigate to the Manage >> SLA page 3. Click on Manage Work Schedules 4. Mouse over the work schedule you wish to delete and click on Delete 5. Click on Confirm Delete to confirm the work schedule deletion Create a new SLA 2. Navigate to the Manage >> SLA page 3. Click on Add new SLA 3.1. Provide a name for your new SLA 3.2. Provide a description for the SLA, for internal referencing purposes 3.3. Select whether the SLA should be set as active. NOTE : An active SLA will take effect on all tickets that are created on the system AFTER the SLA has been created. The SLA will not be effected on any tickets that were already in the system, before the SLA was created. 3.4. Choose the Work Schedule that applies for the SLA to be calculated on 3.5. Select the relevant SLA Objective and the timeline in minutes, hours or days 3.5.1. Time taken to send first response to a ticket Use this SLA objective when first responses on a ticket have to be added within a specified timeline Helpdesk Pilot Administrator Manual - Contents 43

3.5.2. Time taken to change a ticket from unassigned to assigned Use this SLA objective when an unassigned ticket needs to be assigned to a staff member within a specified timeline 3.5.3. Time taken to respond to a contact response Use this SLA objective when responses from the help desk staff, to the contact, have to be added within a specified timeline 3.5.4. Time taken to add response to an existing last response by Staff Use this SLA objective when a subsequent response from a contact (on a ticket that has already been responded to by a help desk staff) is typically expected within a specified timeline 3.5.5. Time taken to reach ticket status to {} Use this SLA objective when a ticket needs to reach a specific status within a specified timeline 3.6. Select the condition(s) for the SLA, choosing (where applicable) whether the condition must be matched to an exact value, or to the presence of a text/numeric string. Add multiple conditions by clicking on the + icon, remove unnecessary conditions by clicking on the - icon 3.6.1. Match All of these conditions If it is mandatory that the presence of ALL conditions must exist for the SLA to be applied on relevant tickets, then add conditions within the Match All section. Only when all these conditions exist, will the SLA be applied on relevant tickets. 3.6.2. Match Any of these conditions If the presence of one or more of the chosen condition set is sufficient for the SLA to be applied, then add conditions within the Match Any section. When even one of the conditions is present, the SLA will be applied on relevant tickets. 3.7. Select the SLA Goal; what percentage of tickets, that meet the defined condition set, should adhere to the SLA 3.8. Associate the SLA with the relevant category(ies). 4. Click on Save Settings to confirm the SLA addition. Edit an SLA 2. Navigate to the Manage >> SLA page 3. Mouse over the SLA you wish to edit and click on Edit 3.1. Make the necessary edits to the SLA settings 4. Click on Save Settings to confirm the change Helpdesk Pilot Administrator Manual - Contents 44

Delete an SLA 2. Navigate to the Manage >> SLA page 3. Mouse over the SLA you wish to delete and click on Delete 4. Click on Confirm Delete to confirm the SLA deletion Helpdesk Pilot Administrator Manual - Contents 45

Integrations Overview Additional capabilities are offered with Helpdesk Pilot, depending on the edition type purchased. Embeddable Widgets Widgets can be embedded in any page on your website, to load a simple request form that is accessible via a tab on your web page. Your website visitors can make use of these tabs to easily and quickly submit a request. The HTML code is automatically generated by Helpdesk Pilot, based on the widget settings you provide, and you can merely insert this code in to the relevant HTML page on your website. Add a new Embeddable Form 2. Navigate to the Manage >> Integrations page 3. Scroll down to Embeddable Widgets 4. Click on Add New Embeddable Form 4.1. Provide a name for your new form 4.2. Provide a heading for the form; this heading will be displayed to end users when they view the form. 4.3. Provide a description for the form, for internal referencing purposes 4.4. Choose the widget tab color 4.4.1. You can either click on the field to load a color picking tool, which can be used to select the preferred color of the widget tab, or 4.4.2. Type the HTML tag for the preferred color (if you are familiar with HTML tags) 4.5. Provide the text that should be displayed on the Widget Tab; this could be a sentence guiding end users on how they can contact your Support Team, for example. 4.6. Select on which side of the page the tab should be located 4.7. Associate the Form with single or multiple categories 4.7.1. The embeddable form needs to be associated with a minimum of 1 category. Helpdesk Pilot Administrator Manual - Contents 46

4.7.2. If the form is associated with multiple categories, the category drop down menu will be displayed on the form for end users to choose from 5. Click on Save Settings to confirm the embeddable widget addition You can use either the Basic HTML or jquery widget, depending on your preference. Copy the HTML code for the relevant widget and insert the code into the body section of your website page (this process will require you to access the source code of your webpage, or may require the assistance of your web developer) View a sample of an existing Embeddable Form 2. Navigate to the Manage >> Integrations page 3. Scroll down to Embeddable Widgets 3.1. To view an example of a basic HTML based widget 3.1.1. Click on View Example against Basic HTML 3.1.2. Click on the tab to load the embeddable form 3.2. To view an example of a jquery based widget 3.2.1. Click on View Example against jquery 3.2.2. Click on the tab to load the embeddable form Edit an Embeddable Form 2. Navigate to the Manage >> Integrations page 3. Scroll down to Embeddable Widgets 4. Mouse over the embeddable form you wish to edit and click on Edit 4.1. Make the necessary edits to the form settings 5. Click on Save Settings to confirm the change Helpdesk Pilot Administrator Manual - Contents 47

Delete an Embeddable Form 2. Navigate to the Manage >> Integrations page 3. Scroll down to Embeddable Widgets 4. Mouse over the embeddable form you wish to delete and click on Delete 5. Click on Confirm Delete to confirm the form deletion LDAP* *This feature is available only on the PRO & Enterprise Edition With the LDAP integration, users can log in to their help desk accounts with their Active Directory credentials. For more details on how you can set up LDAP integration, please contact us at support@helpdeskpilot.com Application Programming Interface (API)* *This feature is available only on the Enterprise Edition Helpdesk Pilot offers a RESTful web service which supports such operations as creating a ticket, adding updates to a ticket, listing tickets and users of the help desk, etc. It supports JSON, YAML, XML, Form URLencoded and Multipart Form Data formats. For more details on the API, please refer to the technical documentation at http://www.helpdeskpilot.com/downloads/hdpv5/manuals/helpdeskpilot-api-manual.pdf Helpdesk Pilot Administrator Manual - Contents 48

Knowledge Base Overview Helpdesk Pilot s built-in Knowledge Base is linked to the end user interface and allows you to build articles within sections, for use as an online reference medium. Articles on the Knowledge Base can be of two types: - Internal Such articles are available exclusively to help desk staff members, only when they log in to their respective staff accounts - External Such articles are available to all end users Configuring the Knowledge Base 2. Navigate to the Knowledge Base tab 3. Click on Settings 3.1. Provide a name (to be displayed on the Knowledge Base) 3.2. Provide a description (to be displayed on the Knowledge Base) 3.3. Provide an additional link, such as a link back to your main website (to be displayed on the Knowledge Base). The editor supports the use of HTML <a> tags 4. Select the Knowledge Base visibility 4.1. Leave the check box blank if the Knowledge Base should be visible to all end users who visit your dedicated end user interface 4.2. Tick the check box if the Knowledge Base should be visible to end users only once they ve logged in to their respective end user accounts 5. Click on Save Settings to confirm your Knowledge Base configuration Helpdesk Pilot Administrator Manual - Contents 49

Create a new Section Articles can be placed in sections and sub sections, allowing you to create a hierarchal structure of articles on the Knowledge Base. One section will have to be created before you can begin creating articles, since each article needs to fall under either a section or sub-section. To create a new section: 2. Navigate to the Knowledge Base tab 3. Click on Sections 4. Click on Add New Section or on the New Section button 4.1. Provide a name (to be displayed on the Knowledge Base) 4.2. Choose the Parent section 4.2.1. If this is the first section being created, ------- will be displayed as the only value in the Parent section drop down menu and will be selected by default 4.3. Provide a description (to be displayed on the Knowledge Base) 5. Associate the section with one or multiple categories 5.1. When a section is associated to a category, help desk staff can insert links to section articles when adding an update on a ticket 6. Click on Create Section to confirm the section creation Edit a Section 2. Navigate to the Knowledge Base tab 3. Click on Sections 4. Mouse over the section you wish to edit and click on Edit 4.1. Make the necessary edits to the section settings 5. Click on Update Section to confirm the change Helpdesk Pilot Administrator Manual - Contents 50

Deleting a Section 2. Navigate to the Knowledge Base tab 3. Click on Sections 4. Mouse over the section that you wish to delete and click on Delete. 5. A pop-up screen will be displayed asking you to confirm the section deletion 5.1. Choose whether you d like to transfer all sub-sections and articles to another section or delete the section complete with all the sub-sections and articles in it 6. Click on Confirm Delete to proceed with deleting the section Create a new Article Articles can be placed in sections and sub sections, and built using rich content that includes rich text, images, videos and other media that is accessible via a URL. To create a new article: 2. Navigate to the Knowledge Base tab 3. Click on Articles 4. Click on Add New Article or on the New Article button 4.1. Provide a title (to be displayed on the Knowledge Base Article) 4.2. Build the article within the Contents section, using the rich text editor 4.2.1. If you are familiar with HTML tags, you can build the article using the HTML editor by clicking on the HTML button 4.2.2. If you are copying text from an external source, you can paste it into the editor 4.2.3. If you are copying text from MS Word, click on the Paste from MS Word button within the editor 4.2.4. If you wish to include images, click on the Insert/Edit Image button within the editor 4.2.4.1. Provide the URL over the intranet/internet (where applicable) to access the image 4.2.4.2. Provide any specific dimension requirements (If left blank, the full size of the image, as it appears on the source URL, will be displayed in the article) Helpdesk Pilot Administrator Manual - Contents 51

4.3. Choose the Section (or sub-section) to which this article will belong 4.4. Select whether this article will be available internally or externally 4.4.1. Tick the check box if the article should be visible internally, to help desk staff members alone 4.4.2. Leave the check box blank if the article should be visible externally, to all end users 5. If you wish to have any file available for download, when end users visit this article, you can attach them 5.1. Click on Attach a File 5.1.1. Click on Choose File to browse your computer and select the necessary file (can be of any type, PDF, DOC, XLS, mp3, etc). NOTE : There is a limit of 5MB for the total attachment size for each article 5.2. If you wish to add multiple files, click on Attach a File as many times as is necessary 6. Click on Publish Article to confirm the article addition Edit an Article 2. Navigate to the Knowledge Base tab 3. Click on Articles 4. Mouse over the article you wish to edit and click on Edit 4.1. Make the necessary edits to the article settings 5. Click on Update Article to confirm the change Deleting an Article 2. Navigate to the Knowledge Base tab 3. Click on Articles 4. Mouse over the article that you wish to delete and click on Delete. 5. A pop-up screen will be displayed asking you to confirm the article deletion 6. Click on Confirm Delete to proceed with deleting the article Helpdesk Pilot Administrator Manual - Contents 52

Browse the Knowledge Base Knowledge articles can be browsed in either of three manners, depending on how the Knowledge Base has been configured Internal Articles 1. Login with your Account Administrator or staff account credentials. 2. Navigate to the Knowledge Base tab 3. Click on Browse 4. Click on the relevant article to view the entire article External Articles (visible to end users without log in) If you ve set the Knowledge Base as being visible to all end users (without requiring them to log in), then all end users can access the Knowledge Base and relevant external articles by visiting your help desk s end user interface, at http://[helpdesk Pilot domain name] or directly at http://[helpdesk Pilot domain name]/kb External Articles (visible to end users after log in) If you ve set the Knowledge Base as being visible to end users (but requiring them to log in), then all end users will first need to log in to their respective accounts by visiting your help desk s end user interface, at http://[helpdesk Pilot domain name] 1. End user will have to log in with their email address and password 1.1. If the end user has forgotten his/her password, they can request a password reset by clicking on Forgot Password 2. Once end users are logged in, they will need to click on the Knowledge Base tab to access all External articles Helpdesk Pilot Administrator Manual - Contents 53

Personalized Settings Overview Each help desk staff account holder can personalize settings that are relevant to their user profile, location and individual preferences as far as managing tickets is concerned. Some of these details will be created automatically at the time of staff account creation and can be changed later, if required, by the relevant staff account holder. Basic Info Basic Information about the staff member 1. Login with your Account Administrator or staff account credentials. 2. Click on My Settings 3. Scroll down to Basic Info 3.1. Change your First and/or Last Name (if applicable) 3.2. Change the email address which is linked to your staff account (if applicable). All system notifications, assignment notifications and private note alerts will be sent to this email address 3.3. Change your username (if applicable). A change in username will require you to use this username for subsequent access to your help desk staff account 3.4. Select the number of tickets that should be displayed, per page, in the Tickets View display 3.5. Select the preferred language for your help desk staff interface. (This setting will be applicable to your staff account only) 3.6. Select which help desk page should be used as the Landing Page, whenever you access or log in to the help desk staff interface 3.7. Enter the preferred signature that should be appended to outbound messages when you add a reply on a ticket. NOTE - the Staff Signature will be appended to outbound messages only if the {{staff_signature}} tag has been included in the Contact Reply notification 4. Click on Update Profile to confirm the profile changes Helpdesk Pilot Administrator Manual - Contents 54

Localization Settings Regional time zone setting 1. Login with your Account Administrator or staff account credentials. 2. Click on My Settings 3. Scroll down to Localization Settings 3.1. Select the time zone in which you are located. Date/time stamps on tickets will then be displayed relevant to the time zone you re working in 4. Click on Update Profile to confirm the profile change Change Password 1. Login with your Account Administrator or staff account credentials. 2. Click on My Settings 3. Scroll down to Change Password 3.1. Enter your current password 3.2. Enter the new password and re-enter it as a confirmation 4. Click on Change Password to confirm the profile change My Queue Create a personalized ticket queue, to display tickets in your preferred order of importance 1. Login with your Account Administrator or staff account credentials. 2. Click on My Settings 3. Scroll down to My Queue 4. Click on Add a condition 4.1. Choose the category of tickets for the first condition 4.2. Choose the state of the batch of tickets for the first condition 4.3. Choose the assignment criteria for the first condition 4.4. If you wish to add further conditions, to add multiple sequences in this queue, then click on the + icon 5. Click on Save Queue to confirm the queue creation You can then access the personalized queue by clicking on the My Queue filter whenever you access the help desk staff interface at http://[helpdesk Pilot domain name]/staff If you wish, you can also set My Queue as your default landing page in Basic Info Helpdesk Pilot Administrator Manual - Contents 55

Notification Preferences Manage the notifications that you wish to receive via email, as a help desk staff member 1. Login with your Account Administrator or staff account credentials. 2. Click on My Settings 3. Scroll down to Notification Preferences 4. Select which notifications you wish to receive by ticking the Enabled check box 5. Click on Save Preferences to confirm the change Helpdesk Pilot Administrator Manual - Contents 56

Creating Reports Overview Helpdesk Pilot s report building engine allows you to create customized reports, using any combination of data sources across the help desk. There is no limit to the number of custom reports that can be created and each report displays statistics through a combination of tabular and visual elements. Report results can be exported out of the help desk, either to a pre-formatted Excel spreadsheet or to a Comma Separated Value (CSV) file, for further editing and management. Create a new Report 2. Click on the Reports tab 3. Click on Add New Report or on the New Report button 3.1. Provide a name for your new report 3.2. Provide a description for the report, for internal referencing purposes 3.3. Select the condition(s) for the Report, choosing (where applicable) whether the condition must be matched to an exact value, or to the presence of a text/numeric string. Add multiple conditions by clicking on the + icon, remove unnecessary conditions by clicking on the - icon 3.3.1. Match All of these conditions If it is mandatory that the presence of ALL conditions must exist for relevant tickets to be considered in this report, then add conditions within the Match All section. Only when all these conditions exist, will those tickets be included in this report. 3.3.2. Match Any of these conditions If the presence of one or more of the chosen condition set is sufficient for relevant tickets to be considered in this report, then add conditions within the Match Any section. When the presence of even one of the conditions is detected on a ticket, that ticket will be included in this report. 3.4. Associate the Report with the relevant staff member(s). The report will be accessible to only those staff members who are associated with the report 4. Click on Save Settings to confirm the addition of the new report Helpdesk Pilot Administrator Manual - Contents 57

View a Report Each report can be run over a chosen date period and displays results in various segmentations. 1. Login with your Administrator or staff account credentials. 2. Click on the Reports tab 2.1. Note: You will only be able to view reports that have been associated with your help desk staff account. 3. Select the report you wish to view by clicking on the report name This will generate the report and display all results in the standard reporting template 4. Use the date picker tool to select a custom date range, if you wish to run the report over a specific period. The report will automatically refresh itself to consider the updated date range You can then analyze the report through the various display segments Overview 5. Numeric statistics of the ticket count 5.1. Total No of Tickets that fall within the reported set 5.1.1. The number of tickets, within the total set, that are Assigned 5.1.2. The number of tickets, within the total set that are Unassigned 5.1.3. The number of tickets, within the total set that are currently in a Pending state 5.1.4. The number of tickets, within the total set that are currently in a Completed state Helpdesk Pilot Administrator Manual - Contents 58

Line & Pie Chart Display 6. Inflow of tickets displayed over the date period chosen, with the ability to drill down further: 6.1. View inflow by ticket status Click on Status 6.2. View inflow by ticket Assignment Click on Assignment 6.3. View inflow by ticket Priority Click on Priority SLA Performance* This segment will only be displayed on the Enterprise Edition and only if tickets within the reported set have breached any SLA that you have created 7. SLA Performance will be displayed in segments: 7.1. Total no of tickets checked (where conditions met the SLA requirements) 7.2. Of the total tickets checked, the number of tickets that have breached the SLA 7.3. The actual SLA Target 7.4. The achieved SLA Helpdesk Pilot Administrator Manual - Contents 59

Tabular View 8. All tickets that fall within the reported set will be displayed in a paginated tabular view 8.1. Key ticket details will be displayed in a columnar format within the Tabular view 8.1.1. Ticket ID (hyperlinked, to allow immediate access to the relevant ticket from the Tabular View itself) 8.1.2. Current Status 8.1.3. Subject 8.1.4. Ticket Created Date 8.2. To move to the next page of the Tabular view, click on the Right Arrow below the tabular view 8.3. To move back to a previous page, click on the Left Arrow below the tabular view 8.4. To export the Tabular View results: 8.4.1. Click on CSV to export results to a CSV file 8.4.2. Click on Excel to export results to a pre-formatted Excel spreadsheet Helpdesk Pilot Administrator Manual - Contents 60

Response Stats View Click on the Response Stats icon to navigate to this view, within the report 9. Key response statistics will be displayed in a combination of numeric and visual displays 9.1.1. Average First Response Time The average time taken between the time a ticket was created and the time the first staff response was added 9.2. Average Response Time The average time taken between the time an end user updated a ticket and the time taken for a staff member to add a response 9.3. Average No of Replies The average number of staff responses on a ticket 9.4. Average No of responses to completed state The average number of staff responses on tickets that have reached a completed state Staff Performance View Click on the Staff Performance view icon to navigate to this view, within the report 10. Key staff performance statistics across the tickets within the reported set 10.1. These statistics are displayed in the following segments, for each staff member: Helpdesk Pilot Administrator Manual - Contents 61

10.1.1. Average First Response Time The average time taken between the time a ticket was created and the time the first response was added by this staff member 10.1.2. Average Response Time The average time taken between the time an end user updated a ticket and the time taken for this staff member to add a response 10.1.3. Average Time to Ticket completed The average time taken between the time a ticket was created and the time taken by the staff member to move it to a completed state 10.1.4. Average Time Spent The average time spent by the staff member in working on this ticket 10.1.5. Average No of responses The average number of responses per ticket, added by this staff member 10.1.6. Average No of responses for completion The average number of responses per ticket, added by this staff member, where the ticket has reached a completed state 10.2. To move to the next page of the Staff Performance view (if you have more staff members than the displayed page view), click on the Right Arrow below 10.3. To move back to a previous page, click on the Left Arrow below the Staff Performance view 10.4. To export the Staff Performance View results: 10.4.1. Click on CSV to export results to a CSV file 10.4.2. Click on Excel to export results to a pre-formatted Excel spreadsheet Staff Activity View Click on the Staff Activity view icon to navigate to this view, within the report 11. Key staff activity statistics across the tickets within the reported set 11.1. These statistics are displayed in the following segments, for each staff member: 11.1.1. Assigned No of tickets within the reported set, that are assigned to this staff member 11.1.2. Participated No of tickets within the reported set, that this staff member has participated in 11.1.3. Pending No of tickets within the reported set, that are assigned to this staff member and currently in a Pending state 11.1.4. Completed No of tickets within the reported set, that are assigned to this staff member and in a Completed state Helpdesk Pilot Administrator Manual - Contents 62

11.1.5. Time Spent The total time spent by the staff member in working on all tickets within the reported set, that have been assigned to him/her or have been participated in by him/her. 11.1.5.1. Note : Time Spent is based on the individual time spent value (optional field) that a staff member enters when he/she adds an update to a ticket. If the staff member has not added any time spent values on any of his/her tickets, then Time Spent in the report will display a null value 11.1.6. Private Notes The number of private notes added on tickets within the reported set, by this staff member 11.1.7. No of replies The total number of replies added on all tickets within the reported set, by this staff member 11.2. To move to the next page of the Staff Activity view (if you have more staff members than the displayed page view), click on the Right Arrow below 11.3. To move back to a previous page, click on the Left Arrow below the Staff Activity view 11.4. To export the Staff Activity View results: 11.4.1. Click on CSV to export results to a CSV file 11.4.2. Click on Excel to export results to a pre-formatted Excel spreadsheet Customer Activity View Click on the Customer Activity view icon to navigate to this view, within the report 12. Key customer activity statistics across the tickets within the reported set 12.1. These statistics are displayed in the following segments, for each customer 12.1.1. No of Tickets No of tickets within the reported set, that were raised by this customer 12.1.2. Pending No of tickets within the reported set, that were raised by this customer and are currently in a Pending state 12.1.3. Completed No of tickets within the reported set, that were raised by this customer and are in a Completed state 12.1.4. No of replies The total number of replies added on all tickets within the reported set, by this customer 12.1.5. Time Spent The total time spent by all help desk staff members in working on all tickets within the reported set, that have been raised by this customer. 12.1.5.1. Note: Time Spent is based on the individual time spent value (optional field) that a staff member enters when he/she adds an update to a ticket. If the staff member has not added any time spent values on any of his/her tickets, then Time Spent in the report will display a null value) Helpdesk Pilot Administrator Manual - Contents 63

12.2. To move to the next page of the Customer Activity view (if you have more customers than the displayed page view), click on the Right Arrow below 12.3. To move back to a previous page, click on the Left Arrow below the Customer Activity view 12.4. To export the Customer Activity View results: 12.4.1. Click on CSV to export results to a CSV file 12.4.2. Click on Excel to export results to a pre-formatted Excel spreadsheet Edit a report 2. Click on the Reports tab 3. Mouse over the report you wish to edit and click on Edit 3.1. Make the necessary edits to the report settings 4. Click on Update Report to confirm the change Delete a report 2. Click on the Reports tab 3. Mouse over the report that you wish to delete and click on Delete. 4. A pop-up screen will be displayed asking you to confirm the report deletion 5. Click on Confirm Delete to proceed with deleting the report Helpdesk Pilot Administrator Manual - Contents 64

Contacts Overview Individuals who submit requests into your help desk are referred to as contacts; they could be your end users, customers or clients. Add contacts Contact accounts are created automatically by the help desk when an end user submits a ticket for the first time, using their email address and name to build the account. If you wish, you can also add contacts independently. Add a contact on their behalf *The staff role for the help desk staff member will need to have the add contacts privilege enabled 1. Login with your Administrator or staff account credentials. 2. Click on the Contacts tab 3. Click on Add contact 3.1. Enter the Full name and email address for the contact 3.2. Choose whether you wish to have an automated email sent to them, with their login credentials for the end user web interface 3.2.1. Note : This is necessary only if you provide your end users with access to the web interface, to submit new tickets or view past tickets 3.3. Provide details for any Contact fields that you have created, to be linked to a contact s profile 4. Click on Add Contact to confirm the action Import contacts *The staff role for the help desk staff member will need to have the add contacts privilege enabled Contacts can be imported from a CSV file, to bulk-create your contacts database on the help desk 1. Login with your Administrator or staff account credentials. 2. Click on the Contacts tab 3. Click on Import Contacts (located in the How can I import contacts help text on the right) Helpdesk Pilot Administrator Manual - Contents 65

4. Select the CSV file you wish to import from 4.1. The CSV file must meet the following structure: 4.1.1. 2 columns of data; Name & Email Address 4.1.2. The first row in the file should have the column headings Name & Email 5. Click on Upload to import all contacts from the selected CSV file View a Contact s Profile 1. Login with your Administrator or staff account credentials. 2. Click on the Contacts tab 3. Navigate to the relevant contact and click on the contact s Name 4. The Contact s Profile displays the following: 4.1. Basic Information 4.2. Contact Specific Information (based on information provided against contact fields) 4.3. Recent tickets 4.4. Groups that the contact is a part of 5. From the Contact s Profile, you can: 5.1. Navigate to any of the recent tickets by clicking on the Ticket Subject 5.2. Navigate to all tickets that the contact has submitted till date, by clicking on View All Edit a Contact s Profile 1. Login with your Administrator or staff account credentials. 2. Click on the Contacts tab 3. Navigate to the relevant contact and click on the contact s Name 4. To edit basic information about the contact, click on Edit (against Basic Information) 4.1. Edit the Contact s Name and/or Email Address 4.2. Click on Save Changes to confirm the change 5. To edit contact field information, click on Edit (against Additional Information) 5.1. Edit the values for the relevant contact fields 5.2. Click on Save Changes to confirm the change Delete a Contact s Profile 1. Login with your Administrator or staff account credentials. 2. Click on the Contacts tab Helpdesk Pilot Administrator Manual - Contents 66

3. Navigate to the relevant contact and click on the contact s Name 4. Click on Delete 4.1. Deleting a contact s profile will also delete any ticket(s) that the contact has submitted in the past 5. Click on Confirm Delete to delete the contact s profile Grouping Contacts If your contacts make use of the end user web interface to submit and view their tickets, you can place individual contacts into groups and allow these individuals to view the tickets that other members in their respective groups have created. This is ideal for situations where a number of individuals within the same company submit requests into your help desk and where there is a need to have group tickets accessible by selective or all group members. Add a new Group *The staff role for the help desk staff member will need to have the add & edit contact groups privilege enabled 1. Login with your Administrator or staff account credentials. 2. Click on the Contacts tab 3. Scroll down to All Groups and click on Add new contact group 4. Provide a name and description for your new group 5. Click on Add Contact Group Your new group is now created and you can proceed to add contacts to this group 6. Click on Add new group member 7. Search for a contact by entering: 7.1. either their full email address, or 7.2. the domain; for example @domain.com 8. Click on Search Contacts to look up the contact 9. Tick the check box against the relevant contact(s) name and click on Add to Group This contact is now a member of the new group. To add more group members, click on Add new group member Define the ticket access for group members *The staff role for the help desk staff member will need to have the add & edit contact groups privilege enabled Group members can be given the privilege to view either their tickets alone, or all tickets raised by all group members To define the ticket access privilege for group members: 1. Login with your Administrator or staff account credentials. Helpdesk Pilot Administrator Manual - Contents 67

2. Click on the Contacts tab 3. Scroll down to All Groups and click on the relevant group s Name 4. Mouse over the relevant group member s name and click on Toggle Access 4.1. If View All Tickets is set to No, then this group member can only view tickets that he/she has raised 4.2. If View All Tickets is set to Yes, then this group member can view tickets that all group members have raised, included theirs Edit a Group s details *The staff role for the help desk staff member will need to have the add & edit contact groups privilege enabled 1. Login with your Administrator or staff account credentials. 2. Click on the Contacts tab 3. Scroll down to All Groups and click on the relevant group s Name 4. Click on Edit against Basic Information 5. Modify the name and/or description 6. Click on Save Changes to confirm the change Delete a Group *The staff role for the help desk staff member will need to have the add & edit contact groups privilege enabled 1. Login with your Administrator or staff account credentials. 2. Click on the Contacts tab 3. Scroll down to All Groups and click on the relevant group s Name 4. Click on Delete against Basic Information 5. Click on Confirm Delete to confirm the group deletion Helpdesk Pilot Administrator Manual - Contents 68

Tickets Overview Two ticket display views are utilized in the help desk staff interface: - Ticket View A tabular view of tickets, used as the default view, for any filter or category selection - Ticket Detail A detailed/advanced page view of a specific ticket, where more advanced actions can be performed The Ticket Box display is employed on both these views and key ticket details are displayed within the box display: 1. The unique Ticket ID 2. The current status of the ticket 3. The subject of the ticket 4. The number of updates that have been added by both the end user and help desk staff, on the ticket 5. A message snippet, showing the first line of the last message added by the customer, on the ticket 6. The period since the last update on the ticket, by either the end user or help desk staff 7. If any attachments have been included on the ticket, either submitted by the end user or sent to them, by help desk staff 8. Add a Quick Reply button 9. Add a Private Note button 10. Subscribe to staff notifications for this ticket 11. The current ticket assignee a. If the ticket is currently un-assigned, the field will be blank 12. The name of the end user who raised the ticket Helpdesk Pilot Administrator Manual - Contents 69

a. If this ticket was submitted via email, the name of the sender will be displayed here b. If this ticket was created on the end user interface, the end user s name, as entered by him/her, will be displayed here c. If this ticket was created by a staff member, on behalf of the end user, the name as entered by the staff will be displayed here 13. The current ticket priority 14. The category in which the ticket is currently located 15. The Due Date a. If a due date has not been set for any update on the ticket, then Not Set will be displayed b. If a due date has been set, the period till the due date will be displayed c. If a due date has been crossed, the period past the due date will be displayed in Red 16. A ticket update indicator a. A grey dot indicates that the last update on the ticket was added by a Staff member b. A red indicates that the last update on the ticket was added by the end user Adding an update to a ticket Ticket updates can be added via three methods, depending on the ticket access privilege that has been given to a help desk staff member: Via the Ticket View Page *The staff role for the help desk staff member will need to have the add reply via web form privilege enabled 1. Login with your Administrator or staff account credentials. 2. Click on the Tickets tab 3. Navigate to the relevant ticket and click on the Add a Quick Reply icon 4. Type the response into the text editor 4.1. If you have the Rich Text editor enabled, you can enter content in rich text format 4.2. Click on Send Reply to update the ticket with this response and send it as an email to the end user Via the Ticket Detail Page *The staff role for the help desk staff member will need to have the add reply via web form privilege enabled 1. Login with your Administrator or staff account credentials. 2. Click on the Tickets tab 3. Navigate to the relevant ticket and click on the Subject to take you to the Ticket Detail page 4. Scroll down and click on Add Update 4.1. If you wish to add recipients in CC, click on Add CC (separate recipients with a comma) Helpdesk Pilot Administrator Manual - Contents 70

4.2. If you wish to add recipients in BCC, click on Add BCC (separate recipients with a comma) 4.3. If you wish to attach a file with your update, click on Attach a File 4.3.1. If you wish to attach multiple files, click on Attach a File as many times as is necessary to load multiple files to your update 4.4. If you wish to change the subject on your update, click on Edit Subject (The Ticket ID will automatically be inserted in the subject if your Contact Reply template has the Ticket ID tag included in the Subject field) 4.5. To include the last update from the customer, in your reply, click on Quote Reply 4.6. Type your response in the text editor 4.6.1. If you have the Rich Text editor enabled, you can enter content in rich text format 4.7. If you have canned actions available and associated with this category, you can insert a response and perform the relevant action by loading the required action from the Apply Canned Action drop down menu Helpdesk Pilot Administrator Manual - Contents 71

4.8. If you have external Knowledge Base articles available and associated with this category, you can insert the URL to a KB article by selecting the article name from the Insert Link drop down menu 4.9. Choose whether you wish to update the customer 4.9.1. Selecting Yes will add your update to the ticket AND send the response as an email to the customer 4.9.2. Selecting No will add your update to the ticket only. A response will NOT be sent to the customer, but the customer may be able to view this update if he/she accesses the ticket via their account on the user web interface 4.10. Choose whether you wish to change the status of the ticket 4.10.1. If you have loaded a Canned Action which has automatically changed the status value, you do not need to change the status 4.11. Choose whether you wish to change the priority of the ticket 4.11.1. If you have loaded a Canned Action which has automatically changed the priority value, you do not need to change the priority 4.12. Choose whether you wish to change the ticket assignee 4.12.1. If you have loaded a Canned Action which has automatically changed the assignee value, you do not need to change the assignee 4.13. Add a time spent component, if required, for this specific ticket level update 4.14. Set a due date, if necessary, by clicking on the Due Date field and selecting the date from the date picker tool 4.15. Add tags to the ticket, if necessary 5. Click on Update Ticket to confirm the ticket update Via Email *The staff role for the help desk staff member will need to have the add reply via email privilege enabled Helpdesk Pilot Administrator Manual - Contents 72

Responses to customers can be added on a ticket by merely replying to the notifications that staff members receive via email. The following notifications support the ability for a help desk staff member to add a response via email: - New Ticket Notification - Reply Notification - Assignment Notification To add a reply via email: 1. Click on Reply within your email client, on any one of these three notifications 2. Type the response that needs to be sent to the customer 2.1. Note: - The TO field will display the email address of your category (and not the email address of the customer) - The subject will have the Ticket ID present, if the Ticket ID tag is included in your notification template 3. Send the reply The response will be routed through the help desk and: - appended to the ticket within the help desk - sent as an email to the customer Changing ticket properties when adding a response via email A ticket s status, priority and/or assignee can be updated by a help desk staff member, if necessary, when a response is added via email. To change one or multiple ticket properties: 1. Click on Reply within your email client, on any one of these three notifications: 1.1. New Ticket Notification, Reply Notification or Assignment Notification 2. Add the following operator in the FIRST line of your response 2.1. @@ set [property:value] @@ 2.1.1. where [property:value] represents the ticket property that needs to be changed and the value it needs to be changed to 2.1.2. If you wish to change the ticket s status to Open, the operator used would be 2.1.2.1. @@ set status:open @@ 2.1.3. If you wish to change the ticket s priority to High, the operator used would be 2.1.3.1. @@ set priority:high @@ 2.1.4. If you wish to change the ticket s assignee, use the assignee s username as the operator value 2.1.4.1. Assume assignee s username is john Helpdesk Pilot Administrator Manual - Contents 73

2.1.4.1.1. @@ set assignee:john @@ 2.1.5. If required, multiple properties can be changed with a single response. For example, if both the status and priority of a ticket need to be changed 2.1.5.1. @@ set priority:high status:open @@ 3. Press enter on your keyboard to jump to the next line 4. Enter the response you wish to send to the customer 5. Click Send on your mail client Helpdesk Pilot will : - automatically strip the operators from the response sent - append the response to the ticket within the help desk - send the response as an email to the customer Adding a private note to a ticket Private Notes can be added on a ticket via two methods: Via the Ticket View Page 1. Login with your Administrator or staff account credentials. 2. Click on the Tickets tab 3. Navigate to the relevant ticket and click on the Add a Private Note icon 4. Type the note into the text editor 4.1. If you have the Rich Text editor enabled, you can enter content in rich text format 5. Click on Send Private Note to update the ticket with this private note 5.1. Note: The Private note will not generate an email alert and will only be added to the ticket. If you wish to send a private note alert to single or multiple help desk staff, add the Private Note via the Ticket Detail Page Via the Ticket Detail Page 1. Login with your Administrator or staff account credentials. 2. Click on the Tickets tab 3. Navigate to the relevant ticket and click on the Subject to take you to the Ticket Detail page 4. Scroll down and click on Add Private Note 4.1. If you wish to attach a file with your private note, click on Attach a File 4.1.1. If you wish to attach multiple files, click on Attach a File as many times as is necessary to load multiple files to your note 4.2. To include the last update ticket update, in your private note, click on Quote Reply Helpdesk Pilot Administrator Manual - Contents 74

4.2.1. Type the note into the text editor 4.2.1.1. If you have the Rich Text editor enabled, you can enter content in rich text format 4.3. If you have external Knowledge Base articles available and associated with this category, you can insert the URL to a KB article by selecting the article name from the Insert Link drop down menu 4.4. Choose whether you wish to alert any staff member on this private note addition 4.4.1. To alert a single staff member, select their username 4.4.2. To alert all participants and subscribers of this ticket, select All subscribers 4.4.3. To alert all help desk staff associated with this category, select All category staff 4.4.4. To alert no one, select nobody 4.5. Choose whether you wish to change the status of the ticket 4.6. Choose whether you wish to change the priority of the ticket 4.7. Choose whether you wish to change the ticket assignee 4.8. Add a time spent component, if required, for this specific ticket level update 4.9. Set a due date, if necessary, by clicking on the Due Date field and selecting the date from the date picker tool 4.10. Add tags to the ticket, if necessary 5. Click on Add Private Note to update the ticket with this private note Subscribing to staff notifications on a ticket Staff notifications on a ticket are, by default, sent to: - all help desk staff in the category, when the ticket remains unassigned - assigned help desk staff, when only one staff member (the assignee) has added updates on a ticket - participating staff, when multiple staff members have added an update on a specific ticket If you are interested in staying updated on a specific ticket, but are neither the assignee or a participant, then you can choose to subscribe to a ticket s notifications. To subscribe: 1. Login with your Administrator or staff account credentials. 2. Click on the Tickets tab 3. Navigate to the ticket you wish to subscribe to and click on the Subscribe icon (star) 4. A yellow starred icon indicates that you are now subscribed to notifications on that ticket To unsubscribe: 1. Login with your Administrator or staff account credentials. Helpdesk Pilot Administrator Manual - Contents 75

2. Click on the Tickets tab 3. Navigate to the ticket you wish to unsubscribe from and click on the Subscribe icon (star) 4. A grey starred icon indicates that you are not subscribed to notifications on that ticket Mass Reply to tickets *The staff role for the help desk staff member will need to have the add reply via web form privilege enabled A single response can be sent to multiple customers, across multiple tickets, using the Mass Reply Feature. To send a mass reply: 1. Login with your Administrator or staff account credentials. 2. Click on the Tickets tab 3. Select the tickets you wish to mass reply to by ticking the checkbox against each ticket 4. Click on the Actions drop down menu 5. Select Mass Reply 5.1. If you wish to add recipients in CC, click on Add CC (separate recipients with a comma) 5.2. If you wish to add recipients in BCC, click on Add BCC (separate recipients with a comma) 5.3. If you wish to attach a file with your update, click on Attach a File 5.3.1. If you wish to attach multiple files, click on Attach a File as many times as is necessary to load multiple files to your update 5.4. Type your response in the text editor 5.5. Choose whether you wish to update the customer 5.5.1. Selecting Yes will add your update to the ticket AND send the response as an email to all the chosen customers 5.5.2. Selecting No will add your update to the ticket only. A response will NOT be sent to the chosen customers, but the customers may be able to view this update if they access the ticket via their account on the user web interface 5.6. Choose whether you wish to change the status of the ticket 5.7. Choose whether you wish to change the priority of the ticket 5.8. Choose whether you wish to change the ticket assignee 5.9. Add a time spent component, if required, for this specific ticket level update 5.10. Set a due date, if necessary, by clicking on the Due Date field and selecting the date from the date picker tool 5.11. Add tags to the ticket, if necessary 6. Click on Update Ticket to send the mass reply Helpdesk Pilot Administrator Manual - Contents 76

Move tickets to an alternate category *The staff role for the help desk staff member will need to have the Move tickets privilege enabled The move process can be done either on a single ticket or multiple tickets To move a single ticket: 1. Login with your Administrator or staff account credentials. 2. Click on the Tickets tab 3. Navigate to the ticket you wish to move and click on the Category section within the ticket box 4. Click on Change Category 4.1. If required, enter a reason for the ticket being moved. This reason will be added as a Private Note and visible only to help desk staff members 4.2. Select the category to which the ticket needs to be moved to 4.3. If the ticket needs to be reassigned to a specific staff member in the destination category, select the assignee 5. Click on Move Tickets to confirm the move action To move multiple tickets: 1. Login with your Administrator or staff account credentials. 2. Click on the Tickets tab 3. Select the tickets you wish to move by ticking the checkbox against each ticket 4. Click on the Actions drop down menu 5. Select Move 5.1. If required, enter a reason for the ticket being moved. This reason will be added as a Private Note and visible only to help desk staff members 5.2. Select the category to which the tickets need to be moved to Helpdesk Pilot Administrator Manual - Contents 77