Desk365 End-User Guide
For end-users looking to access Desk365, this comprehensive guide provides a helpful starting point.
A helpdesk is a centralized platform designed to provide end-users with technical support and customer service. It serves as a central point of contact for users who are experiencing issues, whether they be technical difficulties or general enquiries.
By offering reliable and efficient support, the helpdesk ensures that users can get back to their work quickly and seamlessly, reducing downtime and increasing productivity. With streamlined processes for solving customer issues and answering enquiries, the helpdesk plays a vital role in facilitating smooth and effective communication between end-users and support staff.
However, for an end-user, understanding how the helpdesk operates is crucial to effectively utilizing its full capabilities.
That’s the reason we created this comprehensive guide to provide our users step-by-step instructions on how to access Desk365, log a ticket, and provide the support team with the necessary information.
Getting Started
To make the most of the Desk365 helpdesk, it’s essential to grasp the fundamentals of accessing and logging into the system. In this section, we’ll provide a comprehensive, step-by-step guide to help users get started with the Support Portal in Desk365.
End-User Guide for the Support Portal
A customer support portal is a convenient, web-based online portal where end-users/contacts can access self-help resources. They can create and track support tickets, find solutions in the knowledge base, and search for helpful articles.
Accessing the Support Portal
The first step that is useful for the end-users/contacts is to access the support portal of the organization. Typically, users can access the support portal by visiting a specific URL provided by their organization.
For example, the Support Portal URL for your organization might be something like https://kanidesk.desk365.io/support/
Users should ensure that they have a stable internet connection and a compatible web browser before attempting to access the portal.
Logging into the Support Portal
The next step is logging into the Support Portal. These are the steps to do so:
Copy and paste the support portal URL for your helpdesk into your browser, and you will be taken to the login page.
Your support team would have configured how the end-users can use the Support Portal. The different options are:
- Using Microsoft 365 only
- Using Email only
- Allow all users to use either Microsoft 365 or Email
For the ‘Using Microsoft 365 only’ option, choose ‘Sign in using Microsoft 365’ if your organization is integrated with Microsoft 365. Users can seamlessly sign into the support portal through their Azure AD credentials.
Occasionally, you may be unable to sign it due to blocked pop-ups in your browser. Enabling them is necessary to sign in to the Support Portal.
Below, we have included a GIF that illustrates the steps for enabling pop-ups.
For the ‘Email Only’ option, end-users will typically need to use their email address and a password to log in to the system. This typically involves entering a username and password, which may be provided by the organization or chosen by the user themselves.
If a user forgets their password, they should follow the password reset process provided by the Desk365 system.
For this option, ‘Allow all users to use either Microsoft 365 or Email’, users can login according to their convenience.
Browsing Help Center Articles
When an end-user encounters an issue, the first step is to check if the solution is already available in the self-help articles. The articles are organized by categories and keywords to make it easier to find relevant information.
Here are the steps to browse the help center articles:
Go to the Support Portal homepage and log in using your credentials. The Knowledge Base section can be accessed from either the top or the bottom of the Support Portal.
Browse the categories and articles under each category being displayed on the Support Portal homepage. Click on the category or the article that best describes the issue you are experiencing.
If you are not sure which category to choose, use the search bar located on the top-right corner of the screen. Type in keywords related to the issue you’re looking for and press enter.
A list of relevant articles will be displayed. Click on the article title to read the full content.
If the article does not provide a solution to the issue, users can submit a ticket to the support team for further assistance.
Browsing self-help solution articles is a quick and easy way for users to resolve issues on their own without having to wait for assistance from the support team.
Creating a Ticket via Support Portal
Once a user is logged into the Support Portal, they can submit a ticket to report an issue or ask a question. These are the steps to do so:
Click on the ‘Create Ticket’ button found in the homepage of the Support Portal. Submitting a ticket involves filling out a form with details about the issue.
It opens a form which has been configured by your organization.
Once the form is open, the user is required to fill in the brief description of the issue. When submitting a ticket, it is important to provide as much detail as possible about the issue so that the support team can quickly and efficiently resolve the issue.
The user should also attach any relevant files, such as screenshots or log files, if required to help the support staff understand the issue better. This will help the support team to quickly diagnose and resolve the issue.
Once all the details have been entered, the user can click on the ‘Create’ button below to submit the ticket.
Monitoring Ticket Status
After submitting a ticket, users can monitor its status to see when it has been assigned to a support representative, follow the progress of the ticket, and whether it has been resolved.
These are the steps to take:
Click on the ‘Tickets’ option found at the top of the Support Portal homepage.
Once you click on the ‘Tickets’ tab, you can find all the tickets created by you and the corresponding status of the tickets.
Users can communicate with support representatives in the Support Portal. Users can reply to the ticket if they have any additional information or if they need to reply to support agents’ questions regarding the ticket.
This allows for easy collaboration and ensures that all communication related to the issue is in one place.
End-User Guide for the Support Bot
Desk365’s Support Bot enables your end-users to create support requests directly from Microsoft Teams. End users, also known as Contacts in Desk365, can be your customers, employees, students, or any other individuals who receive support from your team.
Once the Support Bot is installed, your end-users can easily communicate with your support team from within Microsoft Teams, eliminating the need to switch between different applications.
Creating a Ticket via Support Bot
If your organization is using Microsoft Teams as the communication channel, as an end-user who is logged in to the Microsoft Teams, you can submit a ticket to report an issue or ask a question using the Desk365 Teams Support Bot. These are the steps to do so:
Log in to your Microsoft Teams account with the correct credentials.
Click on the ‘Support Bot’ which is pinned by your organization and found in the left corner in Microsoft Teams.
Type any command and a welcome card appears in the Support Bot which tells you about the different commands that you can use in the Support Bot.
Type the ‘create’ command and send it as a command in Teams or click on the ‘New Request’ button to open the Create Ticket form in the Support Bot.
It opens a form and as an end-user, you can fill in the issue details and create a ticket.
By clicking the ‘Create Ticket’ button, a ticket will be created.
As an end-user, you’ll receive a prompt notification from the Support bot, informing you that a ticket has been created.
Furthermore, you have the option to include a reply and attachment to the ticket if needed, which we will discuss in the following section.
Adding Attachment to a Ticket
Suppose you want to add an attachment to the ticket that has been created. There are two ways by which you can add an attachment to the ticket.
Click on the ‘Attachment’ button located in the Ticket Created card.
You can now add an attachment to your ticket, simply click on the attachment icon located in the message area. Press the ‘Send’ button.
The attachment will be sent as a reply to the ticket and you’ll be getting a prompt notification from the Support bot.
You have another option to add an attachment to a ticket. Simply click on the attachment icon located in the message area.
Choose the right image and press the ‘Send’ button.
An uploaded file would be detected by the Support Bot.
Select the right ticket from the dropdown options to attach this file and press ‘Continue’.
A new screen appears where you can type the message and press the ‘Send’ button.
The attachment will be sent as a reply to the ticket and you’ll be getting an immediate notification from the Support bot.
Receive notifications when an agent responds to your tickets.
When a support agent is handling your ticket and sends a reply, you’ll receive an instant notification through the Desk365 Teams Support bot. This ensures that you stay updated on the progress of your ticket and can quickly respond to any further queries or updates.
If necessary, you can reply back to the ticket, check details, and access it through the Support Portal tab in Teams.
Checking Ticket Status
Once a ticket has been submitted, end-users can track its status to see if it has been assigned to a support representative, monitor its progress, and check whether it has been resolved.
These are the steps to take:
Type any command and a welcome card appears in the Support Bot which tells you about the different commands that you can use in the Support Bot.
Type the ‘status’ command and send it as a command in Teams or click on the ‘Check Status’ button to check the status of the previously created tickets in the Support Bot.
A list of the previously created tickets appears in the Support Bot. Select any particular ticket for which you want to monitor the status.
When you select a ticket, a ticket card will appear that displays the ticket status, support staff actions taken for that ticket, and allows you to reply to the support agent directly from here.
Access Support Portal within Teams
As an end-user, you can access all your tickets, create new tickets, check ticket statuses, view help-center articles and perform other important tasks directly from Microsoft Teams.
To access Support Portal within Teams, you can either click on the ‘View in App’ button in the Welcome Card or select the ‘Support Portal’ tab at the top of the page.
Users can seamlessly sign into the Support Portal directly from Teams through their Azure AD credentials.
Once signed in, you can access the Support Portal directly in Microsoft Teams and typically do all the operations right from here.
Creating tickets via other channels
There are different ways to create a ticket for the end-users. Let’s discuss the different channels in which an end-user can raise a ticket to the support team in addition to the Support Portal and Desk365 Teams Support Bot.
Creating a Ticket via Email
Submitting a ticket via email is a convenient way to get help from your support team. Here are the steps to follow:
Open your email client and compose a new email.
In the ‘To’ field, enter the email address of the helpdesk. This email address can usually be found on the company’s website or in the documentation provided to you.
In the subject line, briefly describe the issue or problem you are experiencing. This will help the support team quickly identify and prioritize your ticket.
In the body of the email, provide a detailed description of the issue or problem you are experiencing. Be sure to include any relevant information, such as error messages or screenshots, that can help the support team diagnose and resolve the issue.
If necessary, attach any files or documents that are relevant to the issue or problem you are experiencing.
Once you have provided all of the necessary information, click ‘Send’ to submit your ticket to the helpdesk.
Creating a ticket via Web forms/Web widgets
If your organization has integrated Desk365’s web form or web widgets on any product or intranet pages of your website, your support team will receive tickets from customers or end-users through these channels.
With Desk365, you have the flexibility to customize the ticket form by adding fields that can gather specific information from your users, ensuring that your support team receives all the necessary details to resolve issues promptly and efficiently.
Furthermore, end-users have the option to attach files to their tickets if needed.
Providing feedback for the tickets
Providing feedback is an important part of using a helpdesk. Once an issue has been resolved, end-users can provide feedback on their experience with the support team. This can include feedback on the support representative who helped them, as well as feedback on the overall experience.
This can help the support team to understand how well they are meeting the needs of their users and identify areas for improvement.
The end-users can provide feedback in form of a survey. It is important to take the time to provide honest and constructive feedback, as this can help to improve the overall quality of support.
If a ticket is created using channels such as Email, Support Portal, Web forms, Web widgets, and API, and a support agent marks it as resolved or closed, the end-user will receive a survey via email.
Once they receive the survey in their email inbox, as an end-user, you can provide feedback on the ticket.
On the other hand, if an end-user creates a ticket using the Desk365 Teams Support Bot channel and a support agent later marks the ticket as resolved or closed, the end-user will immediately receive a survey via Microsoft Teams.
Simply click on the ‘Rate our support’ button located in the Desk365 Teams Support Bot and provide feedback to your support team.
Again, it is important to be honest and constructive in any feedback provided.
Conclusion
By following the steps outlined in this guide, end-users will be able to create tickets, track their progress, and communicate with support agents in an organized and streamlined manner. Additionally, the use of knowledge base articles and FAQs can help users find solutions to common problems without having to create a ticket.
It is important for organizations to regularly update their knowledge base and FAQs to keep up with changes in products and services. This will help ensure that end-users have access to the most up-to-date information and are able to find solutions to their problems quickly and easily.
Overall, the end-user guide provides a comprehensive overview of how to effectively use Desk365.