Help Desk Tool

Support Group's Guide

Version 1.0
May 2016

© 2016 Concentrix Corporation Confidential

Contents

Page INTRODUCTION
3 Overview
4 Incident Management Process Overview
7 Sample Email Notifications
10 Help Desk Tool User Roles

HELP DESK
12 Login
13 Home Page
14 Create a Ticket
15 View Tickets Summary (Tickets Overview)
16 View Ticket Details
17 Send Message to Ticket Stakeholders
18 Update Ticket
19 Delete Ticket
20 Transfer Ticket Assignment
21 Hold Ticket
22 Resolve Ticket
23 Close Resolved Ticket
24 Re-open Resolved Ticket
25 Generate Helpdesk Reports

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© 2016 Concentrix Corporation Confidential 2
Overview
Definition of Terms:
Help Desk Tool
Term Definition
is used by Help Desk to process Incident an unplanned disruption or degradation of service;
service requests and incidents to an event which is not part of the standard operation of the service and which causes, or
ensure availability and quality of may cause, an interruption or a reduction of the quality of the service
service operations Service Request User request for information, advice, Standard Change, or access to an IT service. For
example, a request from a new user for a workstation; software update; creation of a
distribution list; procurement of an IT peripheral; etc.
Functions: Canned predetermined quick response to incident tickets or service requests
Response
 Incident Management - handling an
incident to restore normal operations Category specific areas an incident should belong to, example: admin issues, IT issues or HR
issues
as quickly as possible and minimize
the adverse impact on business Impact adverse effect of the incident, example: revenue loss
operations Priority order of importance based on impact and urgency of incident
 Service Request Management - Urgency requiring quick action
fulfilling service requests to enable
Severity state of being demanding due to incident conditions and possible impact
availability and quality of operations
Root Cause primary cause of incident; if removed will prevent recurrence of incident

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Incident Management Process Overview

Incident/
request End

Ticket Creator
identified
Requestor/

1 5 4
Ticket creation Ticket re-open Ticket closure

No

2 Satisfied Yes
Ticket with
assignment resolution?
Helpdesk

3
Incident
resolution
* Includes ticket hold
and transfer

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Incident Management Process Overview
Step Role Description
1. Ticket creation Ticket Ticket creation through:
Creator • Phone – calling the helpdesk hotlines. In this case, Helpdesk user files the ticket.

• Helpdesk Ticketing System- creating the Incident/Service Request ticket via the system.
In this system, issues visible to the requestor/ticket creator are based on the configuration of ticket category visibility at Admin
Tools > Maintenance > Incident/Request Visibility.

• Email- sending email to helpdesk email (reply-helpdesk@concentrix.com). In this instance, ticket will be automatically created.
It will be tagged in the application as email incidents. The system will reply to the sender a confirmation for successful ticket
creation with the corresponding ticket number. Email incident tickets can be updated or deleted when necessary.

Any reply to the helpdesk email (reply-helpdesk@concentrix.com) will be automatically posted in the ticket’s
external thread.
- Reply to ticket creation confirmation. Reply subject will be like RE: Concentrix Helpdesk Ticket Opened ( EI-1 )
- Reply to ticket thread update. Reply subject will be like RE: Concentrix Helpdesk Ticket Update ( EI-1 )

Any other reply that does not pass the criteria will be considered a new ticket.

See sample email notifications.

2. Ticket Auto-route to Group Assignment – tickets are automatically assigned to a support group based on the definition in Admin Tools
assignment assigned • Tickets coming from company domain (concentrix.com) will be automatically routed to Helpdesk Group.
group • Tickets coming from external domains (e.g., gmail, yahoo) will be automatically routed to Global Applications Group.

Ticket Category – selected by requestor upon ticket creation

Ticket Severity – automatically identified based on these selections upon ticket creation — revenue loss, tool is slow/down, impact
percentage, and resolution time — as defined in the Admin Tools

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Incident Management Process Overview
Step Role Description
3. Incident Helpdesk • Resolution - the assigned support group resolves the incident.
resolution Once the requestor/ticket creator confirms that the service(s) affected by an incident has been restored and
fully resolved, Helpdesk updates the incident ticket to “Resolved”. Note: On-hold tickets can’t be resolved.

• Hold – the assigned support group can hold the ticket for these reasons:
* Vendor dependency * Awaiting RCA update
* User not available * Awaiting client confirmation

• Transfer – the assigned support group can transfer the ticket when necessary based
on the issue/ request description
- Group Transfer – when the ticket should be assigned to other support group
- Category Transfer – when the ticket should be identified to other ticket category
- Severity Transfer – when the ticket should be of higher or lower severity than its auto assignment
4. Ticket closure Auto • Resolved ticket will be automatically closed after 5 days.
or by Ticket • The requestor/ticket creator can manually close his/her resolved ticket.
Creator
Once closed, Customer Satisfaction (CSAT) will be automatically sent to requestor’s /ticket creator’s email.
5. Ticket re-open Ticket Resolved ticket can be reopened within 5 days only.
Creator Closed ticket cannot be reopened.

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Sample Email Notifications
The system notifies the ticket creator/requestor for every ticket update
(ticket creation/ transfer/ hold/ unhold/ resolved/closed and new email thread post).

Here are the sample email notifications:

When ticket is created When ticket is assigned to a specific group
…
From: Concentrix Help Desk <reply-helpdesk@concentrix.com> To: <Assigned support group>
Sent: Tuesday, March 22, 2016 2:39 PM Subject: Concentrix Helpdesk Ticket Update ( IN-49 )
To: <Ticket Creator>
Subject: Concentrix Helpdesk Ticket Opened ( IN-49 ) Ticket number

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Sample Email Notifications
When ticket is assigned to a specific person When ticket is updated (e.g. resolved, re-opened, closed, etc.)
… …
To: <Assigned person> To: <Ticket Creator>
Subject: Concentrix Helpdesk Ticket Update ( IN-49 ) Subject: Concentrix Helpdesk Ticket Update ( IN-49 )

Ticket updates in
the email body

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Sample Email Notifications
When ticket is closed, CSAT survey is sent
…
To: <Ticket creator>
Subject: Help Desk CSAT Survey

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Help Desk Tool User Roles
 General User
– generally, the ticket creator, i.e., files a ticket to request for a
service or ask assistance to solve an issue

 Help Desk (Support Group)

– resolves the incident ticket or service request ticket

 Admin
– sets users in Helpdesk application
– maintains ticket-related items such as ticket category and
resolution code among others

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 Help Desk

© 2016 Concentrix Corporation Confidential

Login

Login at https://helpdesk-prod.concentrix.com/ Logout

using your Global AD account. To log out, just click on your name (located at the top-right
corner of the Help Desk Tool page), then click Logout.

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Home Page

Click to log out

Click to view tickets you created

Click to quickly tour

Click to use the Password Reset Tool home page

Click to view ticket summary

Click to view tickets assigned to you
Click to view status
Click to view to view tickets visible and assigned to the group you belong summary of your requests
Click to create New Service Request Ticket
Click to generate reports

Click to view Incident ticket summary

Click to create New Incident Ticket

Click to quickly go to specific items

in Admin Tools
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© 2016 Concentrix Corporation Confidential 13
Create a Ticket
1. To create service request (SR) ticket,
click Helpdesk > New Service Request.
To create incident (IN) ticket, click Incident
Management > New Incident.
1

2. Provide the necessary information. Attach

2 Click Next to proceed to the next fields
supporting documents when necessary.
Click Submit once done
Important:
If you update the creator info. after providing the Creator information is automatically filled in based on log in info.
request/issue, request/issue fields will reset. However, you can still update it.
Click Next to proceed to the next steps. Notes:
• Just by changing the full name, other fields will auto-fill in.
3. If you create the ticket on behalf of other However, you can still update them.
employee, check “If this ticket is on behalf of
• When “Location” field is empty, you must fill it in.
another” , then provide his/her Fusion employee
ID number and name.
Note: This is applicable for example, when HR officer files
a ticket for the request of an employee. Issues in the selection are based on the ticket
creator’s country, location, and account
4. Submit the form. After successful submission, a
message with the ticket no. will display. Ticket Department- the department that can relate
and respond to your issue or request. Once filled in,
corresponding categories will be available.

3
This is the last portion in
the ticket creation wizard

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View Tickets Summary

To view service requests and incident tickets

overview, click Helpdesk > Overview.
To view incident tickets overview only, click
Incident Management > Overview.

Hover on the pie chart to

view status percentage

Also available:
Open Tickets By User
Open Tickets By
Country
(for Admin only)
Click on the item to view
corresponding summary
Click on the status to view summary located in
Helpdesk > Show All tickets

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View Ticket Details

1. To view service requests or incident tickets 2

 you created, click Home > My Tickets.
 assigned to you, click Helpdesk >
Tickets Assigned to Me.
 visible and assigned to the Helpdesk
group you belong, click Helpdesk >
Show all Tickets.

The list of tickets will display.

2. Search or filter the list.

To search a ticket, enter keyword in Find me.
You can also do the advanced search. Just click
Advanced Search, select items, then click
Search.
SR- service request
3. To view ticket details, select ticket, then click IN- incident Tickets are color-coded
EI- email incident based on ticket status
View. Ticket details will display.
OST- OS tickets 3 Ticket details view
You can view multiple tickets. Just click My
Tickets/ Assigned Tickets/All Tickets from the
Click to go Click to close view
current ticket details view to go back to the list of back to the list
tickets to select. of tickets to
select

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Send Message to Ticket Stakeholders

1. To respond to tickets
 you created, click Home > My Tickets.
 assigned to you, click Helpdesk >
Tickets Assigned to Me.
 assigned to the Helpdesk group you 1
belong,
click Helpdesk > Show all Tickets. 2
2. Select the ticket, then click View. Ticket
details will display.
3. Enter message and attach related files when
necessary.
4. Click Post, then click Yes to confirm. Close
the window once done. Click to close view

Check to append the canned

3 response
Check to include ticket
creator/requestor as recipient of the
message 4

Conversations
with the support team
Conversations
with the requestor/ticket creator
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Update Ticket (for EI only)
Since email incidents (EI) are automatically
created when issues or requests are reported or
made through e-mail, there are instances when
update in ticket details are necessary.
1 2
Note: This is only applicable to EI with Open
status.

1. To update email incident ticket

 you created, click Home > My Tickets.
 assigned to you, click Helpdesk >
Tickets Assigned to Me.
 visible and assigned to the Helpdesk 3
group you belong, click Helpdesk >
Show all Tickets.
2. Select the ticket to update, then click View.
Ticket details will display.
3. Click Update Ticket. Update Incident form will
display.
4. Update the necessary details, then save.

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Delete Ticket (for EI only)
Since email incidents (EI) are automatically
created when there are emails sent to reply-
helpdesk@concentrix.com, there are instances
when emails are not relevant, e.g., accidentally
1 2
sent to this email address, thus, corresponding
tickets need to be deleted.

1. To delete email incident ticket

 you created, click Home > My Tickets.
 assigned to you, click Helpdesk >
Tickets Assigned to Me.
 visible and assigned to the Helpdesk
group you belong, click Helpdesk > 3
Show all Tickets.
2. Select the ticket to delete, then click View.
Ticket details will display.
3. Click Delete Ticket. A warning message will
display. Click OK.

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Transfer Ticket to other Group, Category, or Severity

The assigned support group can transfer the

ticket when necessary based on the problem
description
- Group Transfer – when the ticket should be
assigned to other support group 1
- Category Transfer – when the ticket should
be identified to other ticket category
- Severity Transfer – when the ticket should
be of higher or lower severity than its auto
assignment

To do this,
1. Click Helpdesk > Tickets Assigned to Me or 2
Show All Tickets.
2. Select the ticket to transfer, then click
Transfer. A pop-up window will appear. 3
3. To transfer ticket to other Helpdesk group,
click Group Transfer.
To change ticket category, click Category
Transfer. 4
To change ticket severity, click Severity
Transfer.
Corresponding fields will display.
4. Fill in required information, then save.

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Hold Ticket

Hold ticket due to these reasons: vendor

dependency, waiting RCA update, user not
available, and awaiting client confirmation.

1. To hold open ticket 1

 assigned to you, click Helpdesk >
Tickets Assigned to Me.
 assigned to the Helpdesk group you
belong, 2
click Helpdesk > Show all Tickets.
2. Select open ticket to hold, then click View.
Ticket details will display.
3. Click Hold Incident. A pop-up window will Click to close view
appear.
4. Select hold status, then save. The holding of
ticket will be logged on External Thread. Ticket
status will be updated. 4

To unhold ticket, click Unhold Incident located 3

on the same place as Hold Incident.

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Resolve Ticket
1. To close service requests or incident ticket
 assigned to you, click Helpdesk >
Tickets Assigned to Me. 3
 assigned to the Helpdesk group you
belong, click Helpdesk > Show all
Tickets. 1

2. Select open ticket that has been resolved,

then click Resolve.
A pop-up window will appear.
Note: On-hold tickets can’t be resolved, unless
put to un-hold first.
2
3. Fill in the needed info., then save. This will be
saved as ticket resolution details.

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Close Resolved Ticket
Resolved ticket will be automatically closed after
5 days upon tagging as “Resolved”.
However, it can be manually closed by the
requestor or ticket creator. 1

1. To manually close resolved ticket you

created, click Home > My Tickets.
2. Select the resolved ticket to close, then click
View. Ticket details will display.
3. Click Close Ticket located at the bottom of 2
the page. A pop-up window will appear.
4. Enter close message, then save.
Important: You can no longer reopen a ticket
once closed. Click to close view

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Re-open Resolved Ticket
Resolved ticket can be re-opened within 5 days only.
Closed ticket cannot be re-opened.

1. To re-open resolved ticket you created, click 1

Home > My Tickets.
2. Select the resolved ticket to reopen, then click
View. Ticket details will display.
3. Click Re-open Ticket. A confirmation
message will display. Click Yes.
2

Click to close view

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Generate Help Desk Reports
Report details in
proper order:
Generate these Help Desk reports:
Ticket ID
• Ticket Status Date Created
• Daily Report • Ticket Priority EE ID
• Weekly Report • Ticket Severity
EE Name
1 First Name
• Monthly Report • Ticket Owner Last Name
Email Address
Telephone
Country
To do this, Location
Click to export Department
1. Click Helpdesk > Reports. the report into CSV format Category
2. Select report type. Corresponding Sub Category
Issue/Request
selections will display. Subject
3. Select specific info. Severity
Priority
4. Click Preview to view report. Tree grid accommodates Staff Affected
2
Click Reset to empty fields. transfer log data per ticket ID Shift Strength
Status
3 Assignment
Initial Response
Closed By
4 Date Closed
Re-open Date
Solution Submitted
IN- Incident Elapsed Time
SR- Service Request Resolution Time
SLA Status
EI – Email Incident Transfer Details: Trigger
Select month & year, (CSV: Transfer Trigger)
Transfer Details: By
click OK, then select the (CSV: Transferred By)
day Transfer Details: Assigned
Scroll to view more details (CSV: Transferred To)
Transfer Details: Date
Performed
(CSV: Date Transferred)

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© 2016 Concentrix Corporation Confidential
Document History

Version No. Date Change Description

1.0 05/13/2016 Initial document

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© 2016 Concentrix Corporation Confidential 26