Middlebury

New Tech Overview for WHD (Web Help Desk)

Logging in

  • Navigate to the login screen (for Middlebury, go/whd)
  • Login with your username and password

Initial view

  • Across the top of the page, you should see these tabs: Tickets / Calendar / Clients / Assets / FAQs / Reports / Messages / Setup / Help
  • If you do not see these tabs, you may be in the client view. In the upper right corner, there are two icons: A green cord plugged in and a blue circle with a person in it.

i. Click the Blue icon to toggle between Tech and Client view

ii. The green icon is for logging out

Explanation of Tabs

  • Tickets: Create, update, and close tickets (See Tickets, below)
  • Calendar: For viewing scheduled tickets in a calendar format
  • Clients: Search and edit client records
  • Assets: Search and edit Asset records
  • FAQs: View and edit frequently asked questions
  • Reports: for running and viewing reports, and viewing survey results
  • Messages: System messages or tech-created messages display here
  • Setup: Access to your account information (See IV. My Account below)
  • Help: links to help using WHD

My Account

  • To access your account, click on the Setup tab along the top
  • In the left menu, hover over “Techs”
  • Click on “My Account”
  • From here, you can edit your info by clicking on the pencil icon in the upper left
  • You can edit various things here, including email signature, when you get email notifications, and whether or not you are on vacation.
  • Click “Save” when finished.

Tickets

Sub-sections under the Tickets tab i. Dashboard: Widgets can be created and stored here based on custom searches.

ii. My Tickets: Tickets on which you are the assigned Tech.

iii. Group Tickets: Tickets assigned to someone in any of the Tech Groups to which you belong.

iv. Flagged Tickets

v. Recent Tickets – for quick access to any tickets you have viewed recently.

vi. Search Tickets – Run Basic or advanced searches for tickets in the system. Advanced searches can be saved for re-use or for use as a widget in the Dashboard.

Creating a new ticket

  • From any ticket sub-section (except Dashboard), click on the New Ticket icon:
  • The first screen is a client lookup screen. The cursor automatically pops to the Last Name field. Type in a last name and hit enter or click Search.
  • If it is a unique last name, that client will automatically attach to the ticket.
  • If there are multiple options, select the appropriate client from the list by clicking on the client’s name.
  • The next screen shows you the client and their information. From here, you can edit the client record or view their ticket history.
  • The second ticket tab is Asset Info. For now, just know that you can attach assets to a ticket and that is where you do it.
  • The third tab is Ticket Details. Click on that. The Details screen is separated into sections.
  • Dates: Various dates associated with the ticket. No action required.
  • Details: Client, Created by, ticket location (by default, fed from Client Location) Request type, subject, and Request detail.

Request Type

  • The first thing you need to do is select a request type. From the drop down, select the appropriate request category for the ticket issue. At this point, a second drop down appears, based on what you selected in the first. A second request type is not required, but helps to narrow down the subject and may help route it to the proper tech group faster.

Subject

This will be the subject of all email communication about this ticket. Be specific.

Request detail

This is the meat and bones of the ticket where you specify exactly what the problem is, and what steps (if any) have already been taken.

Notes

Tech and client notes about the ticket.

  • To create a new note, click the green + symbol or the “New” button.
  • Type your note (Usually to the client). Below the text box, there are some options.
  • Visible to client checkbox: By default, this box is checked, meaning anything you save into this note will be seen by the client, either via email or online. It can be unchecked if you wish to hide this note from the client.
  • Solution: checking this box changes the color of this note to green, which is the WHD indicator that it is the solution to the ticket.
  • Create FAQ and Link FAQ – FAQs will be discussed in a future session, but know that from here, you can link to an FAQ if you want.
  • Work time: Ignore this.
  • Attachments: Add an attachment to this note, if desired. If the note is visible to the client, that attachment will be also, and vice versa.
  • Save the note by clicking Save (below the note, not at the bottom of the ticket)
  • Once it has been saved, you have the option to Send that note to the client. If you do this, they will get an email with the subject that you entered above, and ONLY the text of the note you just entered. Use at your discretion, but it is probably better to Save and Email the entire ticket. (See Save and Email vs. Save below)

Custom fields

Depending on the request type selected, there may be numerous custom fields. Fill these in, as applicable.

Status and schedule

Status

The status will be “Open” until you save the ticket. After that, you will have the option to change the status to something else.

  • Open: ticket is open and being worked on. SLA timer is counting
  • Pending: the ticket is awaiting work. SLA not active
  • Closed: the ticket has been completed
  • Canceled: the ticket was canceled by either the tech or client.
  • Resolved: If this status is selected, an email notification goes to the client with a link saying “Was your issue resolved: Yes No”. If they follow the link and select yes, the ticket is automatically closed. If they select no, it is automatically re-opened. Use this status if you think you have solved the problem but are not certain.
  • Customer hold: Use this status if you are waiting to hear back from the client.
Priority

By default, most tickets come in at level 3. Some clients or request types may override that default. Select the appropriate priority based on the issue. (See priorities)

Due Date

By default the due date is determined by the Priority. If you want to override that, you can enter a specific date.

Scheduled date

If some aspect of the ticket needs to happen on a specific date, enter that date here. This will also cause the ticket to appear in the Calendar tab.

Recipients

Who will be sent a copy of the ticket email.

  • Select the appropriate checkboxes copy the client, tech, all Level X techs, or the Tech Group Manager.
  • Type in email address for the CC or BCC fields, and select the checkboxes next to each, as needed.

Save and Email vs. Save

  • Save and Email will save the ticket and email the entire ticket to anyone indicated in the Recipients section. This will include any notes (clients will only see those checked as being visible to client, techs will see all notes.)
  • Save will only save the ticket and not email anyone.

Updating an existing ticket

  • Find the ticket you wish to edit, either by clicking a link from an email, finding it in My Tickets, Group Tickets, or Recent Tickets, or by searching for it in Search tickets.
  • To search for a ticket, the easiest method is by ticket number. Other quick ways are by client or date.
  • Once you have found the ticket you want to update, "Notes" in the section above and fill in the appropriate information as applicable.
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