Help Desk User Manual
(Version 1.0)
Table of Contents
Accessing Infinity Technologies Help Desk Portal ... 2
Logging into Infinity Technologies Help Desk Portal for the First Time ... 3
Resetting Your Password ... 4
Forgotten Password ... 4
Manually Changing your Password ... 6
Help Desk Portal Home Page Navigation ... 9
Logging In ... 9
Logging Out ... 10
Navigating to the Home Page... 11
Editing Your Profile ... 11
Help Desk Topic Areas ... 12
Searching ... 12
Submitting Help Desk Ticket ... 13
By Email ... 13
Through Help Desk Portal ... 14
Viewing Help Desk Tickets ... 16
Updating Help Desk Ticket ... 18
By Email ... 18
Through Help Desk Portal ... 18
Closing Help Desk Ticket ... 20
Accessing Infinity Technologies Help Desk Portal
In order to access the Infinity Technologies Help Desk Portal, you will need to submit a request to be granted access to the Help Desk Portal application. To do this you must do the following:
1. Go to http://www.infinitytechnologies.com and scroll to the bottom of the page and click on “Request Help Desk Portal Access” link.
2. An email message, using your default email application will be generated with the following information:
3. Enter your name and company information and send the email. You will receive a response back stating that your request has been submitted.
4. Once your access has been granted you will receive an email with a link to setup your password. The email address that you sent the above communication from will be used as your login id.
Logging into Infinity Technologies Help Desk Portal for the First Time
1. Open the email that you received from Infinity Technologies that provided a link to create a password for accessing the Infinity Technologies Help Desk Portal.
2. Click on the link in the email. A web page will be opened where you will create your password:
3. There are a few password guidelines that need to be followed when creating a new password. They are:
Password must be at least 5 characters
Password must be different than your email address 4. For additional security, please consider these guidelines as well:
Password should contain an upper case letter
Password should contain a lower case letter
Password should contain a number
Password should contain a special character. For example: !, @, #, $, %, ^, &, *, (, )
Password should be between 8 – 15 characters long
5. When you have completed entering your new password click the “Set password” button.
6. You will now be automatically logged into the Help Desk Portal.
There are two ways to reset your password for the Infinity Technologies Help Desk Portal.
Forgotten Password
If you have forgotten your password, follow these steps to reset it from the Help Desk Portal login page:
1. Go to http://www.infinitytechnologies.com and scroll to the bottom of the page and click on “Help Desk Portal” link.
2. A new web page will be opened with the Help Desk Portal login page.
3. Click on the “Forgot my password” link on the login page.
4. A new web page will be displayed where you will enter your email address.
5. After entering your email address, press the “Submit” button.
6. You will then receive an email with a link that will enable you to reset your password.
7. Click on the link in the email and a web page will be opened
8. There are a few password guidelines that need to be followed when creating a new password. They are:
Password must be at least 5 characters
Password must be different than your email address 9. For additional security, please consider these guidelines as well:
Password should contain an upper case letter
Password should contain a lower case letter
Password should contain a number
Password should contain a special character. For example: !, @, #, $, %, ^, &, *, (, )
Password should be between 8 – 15 characters long
10. When you have completed entering your new password click the “Change password” button.
11. You will now be automatically logged into the Help Desk Portal.
Manually Changing your Password
To change your password for the Infinity Technologies Help Desk Portal, follow these steps:
1. Go to http://www.infinitytechnologies.com and scroll to the bottom of the page and click on “Help Desk Portal” link.
2. A new web page will be opened with the Help Desk Portal login page.
3. Enter your email address and your password and click the “Sign in” button.
4. On the Home page, click on the down arrow by your name in the upper right hand corner and then click on
“Change password”.
5. A window will pop up that will allow you to create a new password.
6. Enter your current password and your new password. There are guidelines that need to be followed when creating a new password. They are:
Password must be at least 5 characters
Password must be different than your email address 7. For additional security, please consider these guidelines as well:
Password should contain an upper case letter
Password should contain a lower case letter
Password should contain a number
Password should contain a special character. For example: !, @, #, $, %, ^, &, *, (, )
Password should be between 8 – 15 characters long 8. Once you have entered the values, click on “Change password”.
9. You will receive a message confirming that your password has been reset.
10. You will also receive an email stating that your password has been changed
Help Desk Portal Home Page Navigation Logging In
Once your account has been setup and your password is set, you can log into the Help Desk Portal by following these steps:
1. Go to http://www.infinitytechnologies.com and scroll to the bottom of the page and click on “Help Desk Portal” link.
2. A new web page will be opened with the Help Desk Portal login page.
3. Enter your email address and your password and click the “Sign in” button.
4. Upon successfully logging in, you will be brought to your Home page.
Logging Out
Perform the following steps to log out of the Help Desk Portal.
1. At the top of any page in the Help Desk Portal, you will see a dropdown with your name displayed. Click on the arrow next to your name and then click on “Sign Out”
2. Upon successfully logging out of the Help Desk Portal, you will be returned to the Help Desk Portal login page.
Navigating to the Home Page
No matter what page you are on in the Help Desk Portal, you can always return to the Home page by clicking on the Infinity Logo.
Editing Your Profile
Perform the following steps to edit the information in your profile.
1. Click on the arrow next to your name located in the upper right hand corner on any page and then click on “Edit your profile”.
2. A new popup window will be displayed
3. You can modify any of the following fields by clicking on the existing value and typing over it. Press enter when you have finished typing in each field:
a. Name
b. Avatar – This requires you to upload a picture c. Phone Number
d. Email – ***PLEASE NOTE*** If you change your email address you will be sent an email to the new email address to confirm the change. Once you confirm the change, your email address will be updated.
Help Desk Topic Areas
When you are looking for “How To’s” and Topics for certain areas, you can access this information by clicking on the appropriate Topic Area on the Home Page.
The following Topic Areas are available for every user that is granted access to the Help Desk Portal:
Avaya IP Office Phone Support – Contains user “How To’s” for the IP Office phone system
Panasonic Phone Support - Contains user “How To’s” for the Panasonic phone system
General – Contains general “How To’s”
Searching
If you are unsure where to look for specific information on the Help Desk Portal, you can use the Search functionality.
Simply enter a term in the Search box located at the top of any Help Desk Portal page and press the “Enter” key. The system will search the entire Help Desk Portal and display the results to you.
Click on the Topic Name link in the search results to go to that specific document.
Submitting Help Desk Ticket
When you have an issue that is occurring on your network, server, phone system or you are in need of new work to be completed, you are able to submit a Help Desk ticket by 2 different means.
By Email
You can submit a Help Desk ticket by sending an email to [email protected]. We ask that you provide the following information:
1. In the Subject of the email please indicate if the ticket is for an issue or new work by using one of the formats below:
<Company Name> **ISSUE**
<Company Name> **NEW WORK ORDER**
2. In the Message of the email please indicate the following information:
Contact: <Your Name>
Contact Phone Number: < Your Phone Number>
Description: <Description of the issue/new work>
Attachments: Any additional information that can be provided. For example, screenshot of error message received.
3. Once you have sent the email, you will receive a response back confirming that a Help Desk Ticket has been created, provide you the Help Desk Ticket Number and how to add additional information to the ticket in the future.
Through Help Desk Portal
1. Go to http://www.infinitytechnologies.com and scroll to the bottom of the page and click on “Help Desk Portal” link.
2. A new web page will be opened with the Help Desk Portal login page.
3. Enter your email address and your password and click the “Sign in” button.
4. On the Home page, click on the “Submit a request” link in the upper right hand corner of the home page
5. A new screen will be displayed for you to enter information in for the new ticket
6. In the Subject field, please indicate if the ticket is for an issue or new work by using one of the formats below:
<Company Name> **ISSUE**
<Company Name> **NEW WORK ORDER**
7. In the Description field enter the following information:
Contact: <Your Name>
Contact Phone Number: < Your Phone Number>
Description: <Description of the issue/new work>
8. Please provide any attachments that can provide additional information, for example a screenshot of the error message you are receiving.
9. Once you have entered all of the information, click the “Submit” button. Once the system has saved the new ticket you will receive a confirmation message:
10. The new ticket will be saved to your Activities queue and you will receive an email confirming the creation of the request.
Viewing Help Desk Tickets
The following steps detail how you can view all of the tickets that you have created on the Help Desk Portal.
1. Go to http://www.infinitytechnologies.com and scroll to the bottom of the page and click on “Help Desk Portal”
link.
2. A new web page will be opened with the Help Desk Portal login page.
3. Enter your email address and your password and click the “Sign in” button.
4. On the Home Page, click on “My Activities” link in the upper right hand corner.
5. A new page will be displayed that lists the tickets you have submitted sorted with the most recent ticket at the top of the list.
6. To view only tickets with a specific status, select the value in the “Status” dropdown field. The options available are:
Any – Displays all tickets that you have created regardless of status (Default view)
Open – Displays your tickets that have the status of “Open”
Awaiting your Reply – Displays your tickets that have been ??????
Solved – Displays your tickets that have been closed
7. To view the details for a specific ticket, click on the Ticket Name link.
Updating Help Desk Ticket
When you have additional information that you would like to provide for a ticket that you already submitted, you are able to do this by 2 different means. Any time that updates are made to one of your tickets, whether by you or by one of our technicians, you will receive an email.
By Email
1. Find the “Request Received” email for the ticket that you want to provide additional information for 2. Reply to the email with the additional comments enter into the message body of the email
3. Upon sending the email, the additional information will be updated in the associated ticket on the Help Desk Portal.
Through Help Desk Portal
1. Go to http://www.infinitytechnologies.com and scroll to the bottom of the page and click on “Help Desk Portal” link.
2. A new web page will be opened with the Help Desk Portal login page.
3. Enter your email address and your password and click the “Sign in” button.
4. On the Home Page, click on “My Activities” link in the upper right hand corner.
5. A new page will be displayed that lists the tickets you have submitted sorted with the most recent ticket at the top of the list.
6. To view the details for a specific ticket, click on the Ticket Name link.
7. Enter any updates in the “Add you reply” area. If you need to attach any additional information, upload the file to the “Add File” area. When you have completed your updates, click the “Add reply” button. Once the system has saved the ticket you will receive a confirmation message:
Closing Help Desk Ticket
When the issue has been resolved or the new work has been completed either you or a technician can close a Help Desk Ticket. This is only able to be performed in the Help Desk Portal. Follow these steps to close a Help Desk ticket.
1. Go to http://www.infinitytechnologies.com and scroll to the bottom of the page and click on “Help Desk Portal” link.
2. A new web page will be opened with the Help Desk Portal login page.
3. Enter your email address and your password and click the “Sign in” button.
4. On the Home Page, click on “My Activities” link in the upper right hand corner.
5. A new page will be displayed that lists the tickets you have submitted sorted with the most recent ticket at the top of the list.
6. Select the ticket you would like to close by clicking on the Ticket Name link.
7. Enter any updates in the “Add you reply” area. You will also need to check the “Please consider this request solved” checkbox. When you have completed your updates, click the “Add reply” button. Once the system has saved the ticket you will receive a confirmation message:
8. When you look at your Activities queue, you will now see that the status for the ticket has changed from “Open” to
“Solved”
