How To Use Zycko Helpdesk On A Pc Or Mac Or Mac (For Pc Or Ipa) On A Microsoft Mac Or Ipad Or Ipo (For Mac) On Pc Or Pc Or Microsoft (For Ipo

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Zycko Support

Service Portal User

Guide

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Introduction

The Zycko portal has been developed with the Reseller community as the key users in mind but offers the ability to end-users too to raise cases and interact with the Zycko helpdesk if a direct support model has been proposed by their reseller. It is important to note that the Zycko service is channel only and is never sold directly to end-users even if service is provided directly at times.

The portal offers the ability to manage your support contracts, be alerted to those that are due to expire soon and to be your focussed resource for interaction with the support team should problems arise. It has been designed to be clear in purpose, intuitive to use and not overly complex and yet provide all of the information you might need.

The Zycko Team is dedicated to providing an unparalleled service and is proud of the work that has gone into designing and developing this management tool which we hope you find as useful as we do. We are always open to feedback and are devotees of constant and never-ending improvement. Please feel able therefore to let us have your comments, good or bad, about the portal or the service

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Accessing the Service Portal

Please go to: www.zyckoportal.com/account/login/

Logging In

Please enter your email address and password and click Login. Fig. 1

If you have forgotten your password there is a forgotten password link here:

https://www.zyckoportal.com/account/forgot/ . If this does not resolve the issue please contact:

admin@zycko.com .

Main Menu

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The drop-down Support menu has the following options; what you can do is dependent upon your individual user rights. If you are not a Super-User on the account then you will not see the “Contacts” menu option as you are unable to add or edit contacts. Dependent upon the kind of equipment under contract you may or may not be able to see the Renewal / Quote option. If you are not a Reseller you will not see the Support Customer option.

1. Agreements – View and manage the various support agreements associated with your account 2. Downloads – Access any software downloads that have been enabled for your account

3. Helpdesks – Raise, view and update helpdesk tickets

4. Support Customers – (Resellers) Access agreement information for customers 5. Contacts – Manage contacts registered to your portal account

You will be logged out from the portal automatically after 60 minutes of inactivity.

Search

At the top right of every screen you will find a search box; here you can search for any term relevant to any of your contracts; e.g. account name, serial number, part number etc.

All search terms must be a minimum of 3 characters in length. Searching for a serial number like this is the recommended way of quickly finding a supported asset to raise a support case (see Page 7).

Contacts Screen

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Fig.3

Anyone with Super User privileges can administer other users on the account, is able to see all assets and contracts associated with the account and raise and update helpdesks.

The primary contact may receive an e-mail to advise them when the contract is due for renewal dependent upon the type of equipment under cover.

To add users to the account ALL fields of the form must be completed except the Manager drop down. If this field IS used it will allow the establishment of a hierarchical relationship between users with each level having different access rights; e.g. a sales manager being able to see all contracts sold but a salesman only those they as an individual have sold.

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Support Agreements

The agreements screen is the one that will be displayed by default when you first login to the portal. There are 4 categories of agreement: expiring; current; pending and expired.

If you have any contracts due to expire in the next 90 days these will be shown in red at the top of this screen (Fig. 4):

Fig. 4

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Fig. 5

Viewing / Printing / Saving Your Agreements

All of your support agreements with their contracts terms can be created as portable document format (PDF) files on the fly whenever you want to (Fig. 6). To do this, on the Agreements page click on the PDF icon at the far right hand side of the screen that corresponds with the contract you wish to create: Fig. 6

This will take you to a Generate Contract page showing the agreement you are about to create. Click the GENERATE CONTRACT button and you will be asked if you wish to open or save the file. Make the appropriate choice.

Raising a Helpdesk Ticket

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Fig.7

On the Raise Helpdesk Screen please choose the Fault Type and Severity Level (Fig. 8) Full explanations of the severity levels will appear to the right of the drop down in the large box. Please enter a meaningful subject and a clear fault description in the boxes provided.

Fig. 8

You can also upload any relevant files to the helpdesk by clicking the “Browse” button (located just below the fault description box) and locating them. Please ensure you add a descriptive comment

in the text box otherwise the upload will fail. If you are unsure how to create this the helpdesk

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Fig. 9

Click Submit Update to add your comment, the helpdesk will tag it with your name and a date/time stamp.

Escalating a Helpdesk Ticket

Your agreement document (see “Viewing / Printing / Saving Your Agreements “on page 6 above) contains your contract terms regarding what service level and response you can expect from the support team based upon the service you have purchased. It also provides details of how to escalate the status of a ticket to the next level of management should you deem this necessary within the guidelines.

Helpdesk Ticket Status

Open helpdesks tickets can have different statuses; these are shown at the top right hand side of the ticket and provide the current state of the ticket. The categories are:

Open – the ticket is open but is not yet allocated to an engineer

Waiting on Customer – the helpdesk team are awaiting a response from you With Engineer – the helpdesk team are working on the issue

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Spare shipped – the part has now left the holding facility and is in transit; tracking information will

usually be added to the ticket to allow you to monitor its whereabouts in transit

Spare received – notification of a proof of delivery has been received by the helpdesk team

Engineer scheduled – if your contract includes an engineer onsite service then the engineer is en route

and will be in contact with you to liaise with regard replacing the item

Closed Helpdesks

When a resolution to an issue has been reached the helpdesk team will ask for your agreement to close the ticket. At this point the status will change to show CLOSED as below (Fig. 10). Should there be any need the same ticket may be re-opened for the next 30 days. After that a new ticket will need to be opened if further action is required.

Fig. 10

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engineer will request all of the details of the customer contact raising the helpdesk and will add them to the ticket.

To add a new contact (Fig. 11) fill out the first name, surname, position, email address, agreement number, phone number, number type (Mobile, Work, Home, Pager, Fax) and click Create Contact. The contact you add will only be able to view details about the particular asset the subject of the helpdesk ticket not all of the assets on the entitlement.

Fig. 11

Contacts listed at the bottom of the helpdesk ticket will receive all helpdesk updates for the asset.

Replacing serial numbers of failed items

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Downloads

Access to software updates will be provided through the helpdesk system. To request an update, and, if you wish, a guide to the best image in the circumstances, raise a helpdesk ticket and it will be fulfilled and a link provided to the update from within the helpdesk ticket.

E-mail Update Notifications

Email update notifications will be sent whenever these events take place (Fig 12):

 Raising a Helpdesk

 Updating a Helpdesk

 Changing a Helpdesk’s status

 Assigning an engineer

 Adding a Download to a helpdesk

 Shipping a Spare

 Adding a tracking number to a shipped spare

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