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Help Desk

Subscription access level

This section describes operations that a *Subscription access level * user can perform with Help Desk.

What is a help desk in Facts?​

The integrated Help Desk feature is a centralized platform designed specifically for machine builders, facilitating efficient management and resolution of customer inquiries and issues. The Help Desk consists of the two core components:

  • Service Request Dashboard: Provides an overview of service requests, showing relevant details such as request name, number, status, and type. The dashboard allows for the creation of new service requests.

  • Service Request Form: Enables users to easily raise support requests by specifying the topic, choosing the relevant device, describing the issue, setting its priority, and attaching supporting files or photos.

What can we do with the Help Desk in Facts?​

Service Request Viewing and Filtering​

  • View All Service Requests: Access a comprehensive list of all service requests.

  • Filter Service Requests: Narrow down the list of service requests by specific criteria such as reporter, status, or date to streamline the management process and focus on particular areas of interest or urgency.

Service Request Management​

  • Add a New Service Request: Input a new service request into the system to track and manage an issue or task.

  • View Service Request Details: Examine the specifics of a service request, including all relevant information and history.

  • Resolve a Service Request: Mark a service request as resolved when the issue has been addressed or the task completed.

  • Re-open a Service Request: Revert a previously resolved service request back to an active status if the issue persists or recurs.

Procedures​

Filter service requests by reporter​

  1. Navigate to Help Desk.
  2. Select the filter icon in the top right corner of the screen.
  3. Select the reporter from the Reporter dropdown menu by whom the list will be filtered.

Filter service requests by status​

  1. Navigate to Help Desk.
  2. Select the filter icon in the top right corner of the screen.
  3. Select the issue status (to do, in progress or done) from the Issue status dropdown menu by which the list will be filtered.

Filter service requests by date​

  1. Navigate to Help Desk.
  2. Select the filter icon in the top right corner of the screen.
  3. Select the date range from the Created dropdown menu by which the list will be filtered.

Add a new service request​

  1. Navigate to Help Desk.
  2. Select + in the top right corner of the screen.
  3. Enter the issue summary into the Summary field.
  4. Input the issue description into the Description field.
  5. Select the reporter by entering their email address into the Reporter field.
  6. Add one or more alternative participants from the Alternative Participants dropdown.
  7. To add an attachment, click +CHOOSE and selected the required file.
  8. Click Create.

View service request details​

  1. Navigate to Help Desk.
  2. Click the service request to view its details.
  3. If required, click the Comments tab to see comments to this request.
  4. If required, click the Attachments tab to see attachments to this request.

Resolve a service request​

  1. Navigate to Help Desk.
  2. Click the service request that you need to resolve.
  3. Click RESOLVE TICKET.

Re-open a service request​

  1. Navigate to Help Desk.
  2. Click the service request that you need to re-open.
  3. Click REOPEN TICKET.

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