VISION HELPDESK v3 User Guide (for Client)
Helpdesk
Vision Helpdesk
VISION HELPDESK v3 User Guide (for Client)
Index
Client Portal . . . 1 Language . . . 2 Register . . . 2 Home . . . 3 Profile . . . 3 Submit ticket . . . 4 View ticket . . . 5 Invoices . . . 7 Products . . . 8 Orders . . . 8 Self help . . . 9 Logout . . . 9VISION HELPDESK v3 User Guide (for Client) 1
Client Portal
Client Portal offers a web portal for the customers. They can open a new ticket and keep track of existing ticket and even sending a feedback. The Vision helpdesk client portal can be fully customized. Client Portal is used by end user clients to submit new or update their tickets. It also offers Self Help (i. e. Knowledgebase area for customers).
To illustrate you can check below online demo URL for Vision Helpdesk
CLIENT PORTAL
http: //visiononlinedemo. com/support
The client can login to the Vision Helpdesk. The client needs to enter the User name and the Password.
Forgot user name or password?
If the client forgets the username or password then it can be recovered in two ways: 1) Password will be reset and send to client’s email address.
2) Client can contact the Admin to reset the password.
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Language:
The desired language can be selected from the Language option. The client portal can be converted into the language that is selected. The default language is set by the admin in domain settings.
(For all the settings related to the client portal refer Admin Settings)
Settings -> Customizations -> Client portal
Register
In order to register oneself to Vision helpdesk the client needs to fill in the details that are self explanatory. After registration, a mail is sent to the client on the email address that he has mentioned during the registration.
Ý Register client
Details such as the First and Last name, User name, Email, Password, Contact number and address, Company name and address etc. are to be filled by the client and these fields are self explanatory.
Image Verification:
Here image verification is performed for the confirmation purpose. It is performed in order to make sure that the person who is registering is a real person and not an internet bot.
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Home
The home page for the client portal would consist of the featured articles. Featured Articles are those articles that appear on the client portal home screen. These articles can be looked upon when ever needed. It gives the proper exposure to the article. And the time of the staff members and the clients is also saved.
Ý Home
Profile:
All the details related to the profile of the client can be set through the profile option. It is also possible to add and manage the sub contacts of the clients using this option.
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l Profile: The fields such as the First and Last name, User name, Password etc. are to be filled by the client which are self explanatory. The details related to the profile which are filled would be reflected in the profile of the client.
l Profile image: The client can browse the image and set it as his profile image. Default profile image is shown if it is not changed.
l Manage Contact: Client can also add sub contacts and assign them access rights accordingly. Sub contacts login to client portal just like clients. They can submit, view and edit tickets. All the sub contacts added by the particular client can be updated from here. It will show the list of the sub contacts of the particular client.
l Add Contact: The client can add his own contacts by filling up all the details for adding a client. The client needs to mention the access rights for the particular contact that he has added. The client can give only a single access or he can even give multiple accesses to the contact added by him. The particular contact can also be added without assigning him with any access rights.
l Change Password: The client can change the password that he has mentioned earlier using the change password option.
Submit ticket:
Customers can open new tickets from client portal – they can choose the department they want to direct their questions, set issue type, priority for the issue. Thus the ticket related to certain issue can be submitted through the client portal using the submit ticket option.
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The fields related to submit ticket are as stated below:
l Department: The client needs to mention the department where he wants the ticket to be submitted or directed. Depending on the department the priority and the type of the ticket, the page will be reloaded.
The fields such as the First and Last name, Email etc. are self explanatory. Attachments can also be made by the client while submitting the particular ticket.
l Image verification / Captcha: Image verification is performed so that the system makes sure that the client is a real person and not an internet “bot” short for robot, some also call it as web spiders. So image verification is performed for the confirmation purpose.
View tickets:
The client can also keep a proper track of tickets and view the desired ticket through the view tickets option. It shows the tickets of the clients which are solved (closed status) or unsolved (other than closed).
Ý View tickets
When we click on the particular ticket hash then it will show all the details related to the tickets. It is possible to reply or edit a particular ticket which is selected.
It consists of the fields which are as stated below:
l Ticket details: All the details regarding the ticket of the particular client will be mentioned here. It consists of the details such as the subject, department, type, status etc.
l Reply ticket: It is also possible to give a reply to the existing tickets using the Reply ticket option. The attachments can also be attached while replying to a particular ticket.
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l Edit ticket: It is possible to edit the particular ticket using the Edit ticket option. It is also possible to change the ticket type, status and priority of a particular ticket using this edit option.
Ý Reply ticket
Ý Edit ticket
l Send feedback and Ratings: It is also possible to send a feedback for the particular ticket of the client using the send feedback option. Ratings can be given to the tickets which are closed.
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Invoices:
Invoice would contain the details related to the invoice of all the clients. It will give the information of the invoices of the clients who have logged in, at a quick glance.
Ý Invoice
The fields that are related to the invoice are as stated below:
l #Invoice: It will contain the invoice number of the particular client.
l Create date: The date of the invoice when it is created would be mentioned here.
l Due date: The due date of the invoice for the particular client would be mentioned here.
l Paid date: The date when that particular invoice is paid would be mentioned here.
l Total: The total invoice of the particular client would be mentioned here.
l Status: The Status for the client would be mentioned, the status can be Paid, Unpaid or Cancelled depending upon the condition. If the invoice is paid then the status will be shown as Paid else Unpaid. The particular invoice can also be cancelled then the status would be shown as Cancelled.
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Products:
The products are added from the setting which is done by the Admin. It will show the list of all the products which are available.
Settings -> Billing -> Products -> (Product that is to be added)
This setting is to be done in the manage portal by the admin.
Ý Products
The client can use either of the ways to pay after an order is placed for a particular product. He can either pay the amount using the PayPal account or pay using the Credit or the Debit card. If PayPal is chosen to pay the amount for the particular product then he must login to the PayPal account for the payment of the product. The order summary will appear for the product which is purchased.
When the amount is paid by the client by either of the ways (By PayPal or Debit/Credit card) then the status of the particular client is changed to Paid. And the name of the client would appear under the list of the orders for the client portal as well as the manage portal.
Orders:
Orders are the orders that are placed by the clients. The particular product is to be selected from the list of products and the order is to be placed accordingly. It will be placed under orders with all the details such as the order number and also the product details.
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Selfhelp:
Self help is one of the important features which are very useful as it helps to set up the predefined replies for the Staff and the knowledgebase for the clients. Also it is convenient for clients as they can look up for any of article they are looking for. (Refer Selfhelp for more details)
Ý Order
Ý Self help
Log Out:
When the client wishes to Log out of the account then he can use the log out option. The next time when Client visits the Vision helpdesk again then he needs to enter username and password.
