MHELPDESK GLOSSARY ADMINISTRATOR Administrators are users with additional privileges to manage and customize Mhelpdesk. Administrators can be assigned tickets like staff members but may also do the following: Access and all tickets (not just the tickets they are assigned to) Edit company information and payment processes Access and edit all appointments Access and edit all customer information Create and edit reports Make financial transactions Access settings pages Access estimate and invoice tab Add and manage staff Create staff teams Assign user roles AUTO UPDATE RULES These rules update your service tickets when certain conditions are met. When an issue type, status or priority is assigned to a service ticket, an email will be sent to a specific user. Navigate to Settings > Auto Update Rules to add an Auto Update Rule. BOUNCE LIST This is a list of email addresses that rejected a message sent from your Mhelpdesk account. To see these email addresses, and to remove them from the list, navigate to Settings > Email Log. BUSINESS UNITS Business units defines multiple locations associated with your Mhelpdesk account. The business units feature is for companies with multiple locations that need transactions separated from each other. Access the business units feature by navigating to Settings > Business Units. Note: This feature is offered only to our Professional and Enterprise plans. COMBINED INVOICE Invoices associated with one customer can be combined into one PDF. Navigate to Transactions > Invoices > Combine Invoices to start the process. CONTACT Contacts are separate people with information you can assign to a customer profile. For example, if a company has multiple locations add the main branch as a customer, then add the locations as its contacts. To search for a contact, navigate to People > Contacts. CSV Mhelpdesk organizes contact information in comma separated values. To import your customer contact
information, you can take their CSV files and use our bulk CSV import tool. Navigate to Settings > CSV Import. Tip: When saving CSV files in Outlook, make sure to check the tab unlimited option. CUSTOMER TYPES Customers can be grouped by type. For example, a customer can be grouped as Commercial or Residential. To add a new Customer Type, go to Settings > Customer Types. CUSTOMER Customer profiles are used to define who a service ticket was created for. For other people or company branches associated with a customer, add a contact in the customer s profile. Customers can be searched by name, email address or service location. CUSTOMER TERMS Customer terms are conditions and agreements made between you and your customer before a job is performed. To define your customer terms, go to Settings > Customer Terms. To add your terms to each printed service ticket, estimate or invoice go to Settings > Templates and add your terms directly to the desired template. CUSTOMER WEB PORTAL Our online web portal allows your customers to sign in to their own Mhelpdesk portal to check the status of their service ticket, submit requests and even pay for invoices online. To set it up, copy and paste the customer portal code anywhere on your website. You can find your code by navigating to Settings > Website Integration. CUSTOM FIELDS You can capture more information in each service ticket using custom fields. Under Other Information in each service ticket, you can have fields in the form of text, check box or drop down menu to help your staff members keep track of helpful or required information when creating a new service ticket. Either click Customize in your service ticket, or go to Settings > Custom Fields. CUSTOM FORMS Specific fields can autopopulate for each service ticket depending on what the issue type is. For example, when choosing Installation for a service ticket, custom forms allows you to create a customized form of specific custom fields associated only with the Installation job type, like Model Number, Model Type and so on. To start creating custom forms, create your fields first by navigating to Settings > Custom Fields. Once those fields are created, navigated to Settings > Custom Forms and choose an issue type you d like to pick specific fields to associate it with. Note: This feature is only available to our Business, Professional and Enterprise plan. CUSTOM STATUS A service ticket s status can define whether it is New, Open or Closed. You can add your own statuses (ex: New: Assigned, Open: Responding, Closed: Purchased) by navigating to Settings > Custom Statuses. EMAIL ALERT This is an emailed notification a user will receive when an appointment is assigned to them. When creating the appointment, you have the option to send him/her an email alert for his appointment 15 min, 1 hour, 1 day, 1 week,
1 month, (etc.) beforehand. EMAIL LOG A list of emails that were sent from your Mhelpdesk portal in the last 30 days. You have the option to show all emails, or only the ones that bounced or were dropped. To view your email log, go to Settings > Email Log. EMAIL NOTIFICATIONS Notifications can be emailed whenever a service ticket is submitted, changed or closed. Common notifications include status change, reassignments and new service requests. You can customize who and when each group of users receive email notifications by navigating to Settings > Notifications. ESTIMATE Also known as a quote, this is a tab in your service ticket that will allow you to generate a list of products or services to give your customer an idea of what he/she will be billed. This can be printed, saved as a PDF or emailed directly to your customer for review. To add or remove information from your Invoice template, navigate to Settings > Template > Estimate Template. FORUMS This is our online support system where anyone can post a question about Mhelpdesk. Use our forum to get questions answered quickly, to submit feature requests, or to help other users get their questions answered. INVOICE This is a list of products and services that need to be billed for a job. This can be printed, saved as a PDF or emailed directly to your customer for review. To add or remove information from your Invoice template, navigate to Settings > Template > Invoice Template. ISSUE TYPE Issue type applies to the type of job performed. In your service ticket, you can choose from a list of Issue Types from a drop down menu. To add a new Issue Type, go to Settings > Custom Issue Type. ITEMS TO SERVICE The Items To Service tab is used to organize items brought in by a customer for service or repair. Here, you can enter in the details for the item, create a service ticket and print out a barcode that can be pasted on to the item. To bring up the service ticket quickly, simply scan the item in Mhelpdesk. Note: To turn this feature on, navigate to Settings > Turn On/Off Features. LOG / NOTES These are non deletable, time stamped messages and notes that are seen only by Staff members (and administrators) assigned to that service ticket. Customers cannot see these messages. Access this tab on the right hand side of your service ticket screen. MESSAGES
This is a tab in your service ticket screen where you can send an email to your customer. You can also attach files to these messages, and send it to multiple email addresses by separating each address with a comma (and no space. Access this tab on the right hand side of your service ticket screen. MHD An abbreviation for Mhelpdesk. NUMBERING Numbering allows you to start your estimates and invoices at a specified number. For example, if you ve previously used Quickbooks to create invoices, you can enter in the number of the last invoice created, so the next invoice you create in Mhelpdesk will be in order with your invoices in Quickbooks. Navigate to Settings > Numbering to start your invoices at a certain number, or to add a prefix or suffix to each invoice. ONLINE SCHEDULER Our online scheduler allows your customers to make an appointment with you according to your schedule in Mhelpdesk. Choose a staff member you d like to create an online scheduler for, choose his hours of availability and generate the online scheduler s code by going to Scheduling > Online Scheduler. PRIORITY Each service ticket can be given a priority (Standard: 1, High: 2, Urgent: 3, or Critical: 4) to define how important it is. This will change the color of the service ticket in your list, and will apply a number next to any appointment created for it in your calendar. PRODUCTS & SERVICES This is a list of all the products, services, discounts and other charges that can be applied to an estimate or invoice. Here, you can define the item s rate, cost, tax and description. These items will autopopulate once you begin typing them into your estimates and invoices. To begin entering your list of products and services, navigate to Settings > Products and Services. Note: Already have products and service from Quickbooks? To import your products and services from Quickbooks, go to Settings > Import from Quickbooks. RECURRING APPOINTMENT This is an automatically generated appointment that is created for a user every day, week or month throughout a designated time period. To create a recurring appointment, click Add Appointment in your service ticket screen, and check the Recurring box and fill out the necessary details. RECURRING INVOICE This is an automatically generated invoice that is sent to a customer every week or month throughout a designated time period. To setup a recurring invoice, navigate to Transactions > Recurring Invoices. RECURRING SERVICE REQUEST This is an automatically generated service request (or work order) that is sent to a customer every week or month
throughout a designated time period. REMINDER RULES Reminder rules are used to automatically create appointments. This can save you time if you find yourself creating redundant appointments. Reminder rules are only created for Tickets that have been assigned to someone. REPORTS Mhelpdesk generates reports as pie or bar charts that display Ad performance, Sales, Ticket Volume, Hours per staff, and more. To generate a report, click on the Reports tab. SERVICE REQUEST Also known as a work order or job. To change what you want a Service Request to be called, go to Settings > Dictionary. STAFF Staff members are users that can log in to Mhelpdesk with their email address, but may not have as many permissions to view or access certain information. To allow or disallow Staff Permissions (such as access to financial transactions of view of all service tickets), navigate to People > Staff and scroll down. STAFF PERMISSIONS Staff permissions allows or prevents Staff members from viewing or changing certain information and settings in Mhelpdesk. The following permissions can be allowed or disallowed for users designated as Staff: Allow Staff to access Reports: Allow Staff to see all appointments Allow Staff to update appointments created for other user/team Allow Staff to access financial transactions Allow Staff to access Estimate tab on Tickets Allow Staff to access Invoice/Payment tab on Tickets To allow or unallow Staff Permissions (such as access to financial transactions of view of all service requests), navigate to People > Staff and scroll down. STATUS A service ticket s status can define whether it is New, Open or Closed. You can add new statuses (ex: New: Assigned, Open: Responding, Closed: Purchased) by navigating to Settings > Custom Statuses. TEAMS Teams are groups of multiple Staff members that will show under the Assign/Appointment drop down menu. Create a team (ex: Billing Team, Cleaning Team, Technical Team) to be able to assign a service ticket to multiple staff members. To create a team, navigate to People > Teams. TEMPLATES Use templates to add or remove certain information from your printed Invoices, Estimate, Service Tickets or
Emails. To customize the way your templates look, or to add and remove information, go to Settings > Templates. TICKETS Mhelpdesk s ticketing system allows users to submit a question or problem that needs attention. If you have a question, submit a ticket to Mhelpdesk by going to mhelpdesk.com/support. TIME TRACKING Our time tracking tool allows you to track the amount of time spent on a job. This amount of time shows as Outstanding Billable Hours in your invoice, and can be added as a line item in your invoice with a price and description. Access the Time Tracking tool by navigating to Time & Materials in your service ticket screen. TRANSACTIONS Transactions refers to all received payments, and sent invoices. Use this tab to track payments, and invoices that need to receive payment. USER A user is either a staff member or administrator that can log into Mhelpdesk. WHITELIST Specific email domains that can bypass spam filter rules. WORK ORDER A work order (also called a service ticket or job) captures customer information, job details and appointment details. To add custom fields to a work order, navigate to Settings > Custom Fields. Note: If your job details description box disappears, scroll down and click See more above the Save button.