Adding a New Help Desk Call in NeuQs

In many cases NeuQs Help Desk email integration means that new help desk calls will be received via email. However, on some occasions it will be necessary to create new help desk calls manually.

Click Add New Call button to raise a new help desk call...

Help Desk Call Advanced View

...and you will see the Advanced View of the new help desk call details

The Advanced View of the help desk call allows management of the Assignees and the maintenance of the Call Type, Status, Third-Party Reference, Sub Category and Status.

Help Desk Call Client

A client is the third party with whom you have a service level agreement for providing support and is defined in the Client Editor that can be found under HelpDesk Administration > Client Management

Use the Client drop down box to...

...select the appropriate Client from the list available.

Help Desk Call Title

The help desk call Title field is free text - enter a relevant Title for the help desk call

Examples of a bad Title

• Telephone call from John Smith
• Customer Internal Call Ref 123’

Neither title gives any indication as to the content of issue being logged.

Examples of a good Title

• NeuQs Documentation
• Allocate Supplier Payments to Purchase Invoices

Both titles are meaningful and can be used for specific searches of the database.

Help Desk Call Opened For User

The Opened For user defaults to either the person sending the email to log thehelp desk call or the user who is manually creating the help desk call.

Click on the Opened For field if you wish to amend this...

...and select another help desk user from the list

Hot-matching

As you enter the name of the help desk user only those help desk users that ‘match’ will appear in the list of available users to select...

each of the options available contain the characters ‘ha’ that have been entered in the Opened For field.

Help Desk Call Owner

The Call Owner is the individual responsible for managing the help desk call and resolving the issue.

This defaults to either:

• The user defined by the client in the Client Editor that can be found under HelpDesk Administration > Client Management
• The global default user, which is the Default Assignee, is defined in the User Editor that can be found under HelpDesk Administration > User Management
• If the call is manually entered, the Call Owner will default to that user if they are a Support Worker, Administrator or Super Adminstrator. The User Level is defined in the User Editor which can be found under HelpDesk Administration > User Management

Help Desk Call Priority

The Priority defaults to ‘Medium’

The Priority is used in conjunction with the service level agreement to calculate the SLA Date on a help desk call.

SLA Date Calculation

Help Desk Call SLA Date

The SLA by client is defined in the Client Editor which can be found under HelpDesk Administration > Client Management

The Priority by SLA is defined in the SLA Editor which can be found under HelpDesk Administration > Client Management

Help Desk Email Update

Check the Send Email to Assignees box if you require an email to be sent to the assignees on the call.

Help Desk Call Description

Enter a Description giving as much information as possible:

Examples of a bad Description

• I can’t get into a batch of purchase invoices.
• Unable to print invoices.

Examples of a good Description

• I lost connection whilst working in finance batch number 1289. I can’t get back into the batch as it has a status of ‘In Use’. Please change the status to ‘Free’.
• When I am trying to print sales invoices for Friday 9th September from session Print Sales Invoices I get the message that there is no data within selection. A screen shot of the selection criteria is attached.

Save the Help Desk Call

Click OK to save the new call...

and you will be asked if you wish to edit the call.

Click OK and the view will display the new help desk call which will enable you to edit details.

Click Reset View to clear the search box and return you to your help desk call listing.

Alternatively, click Cancel...

...and you will be returned to the main screen and your help desk call listing...

New Help DeskCall 1028 is now shown in the list with an Active Status.

View Pending Emails on a Help Desk Call Update

Hover over an unchecked Sent box on the help desk call update to view a list of those the email is to be sent to (pending):

View Sent Emails on a Help Desk Call Update

Hover over the a checked Sent box on the help desk call update to view a list of those the email has been sent to:

The email has been sent to the

Opened For

help desk user, the

Call Owner

and the

Assignees

on the help desk call

Viewing Help Desk Call Details

Highlight the help desk call and click on the Call Details for Call: *** arrow to display or amend further details on the help desk call

Amending Help Desk Header Details

Help Desk Call Type

Use the drop-down box and select the help desk Call Type.

Call Types are defined in the Call Type Editor which can be found under HelpDesk Administration > Call Management

Help Desk Call Priority

Use the drop-down box and select the Priority of the help desk call.

The priority is used in conjunction with the service level agreement to calculate the SLA Date on a call.

The SLA by client is defined in the Client Editor which can be found under HelpDesk Administration > Client Management

The priority by SLA is defined in the SLA Editor which can be found under HelpDesk Administration > Client Management

Help Desk Call Status

Use the drop-down box and select the Status of the help desk call.

A status is defined in the Call Status Editor which can be found under HelpDesk Administration > Call Management > Call Status

Help Desk Call Client

Use the drop-down box to select the Client to whom the help desk call belongs.

Clients are created & edited in the Client Editor which can be found under HelpDesk Administration > Client Management

Help Desk Call Opened For User

The Opened For user will default to either the person sending the email to log the call or the user who is manually creating the new call.

This can be amended by clicking on the Client field and selecting another user from the list of available users.

Help Desk Call Owner

The Call Owner will default to either

• The user defined by the client in the Client Editor that can be found under HelpDesk Administration > Client Management
• The global default user which is the Default Assignee defined in the User Editor that can be found under HelpDesk Administration > User Management
• If the help desk call is manually entered, the owner will default to that user if they are a Support Worker, Administrator or Super Adminstrator. The User Level is defined in the User Editor which can be found under HelpDesk Administration > User Management

Change Owner

Change Owner is used to offer ownership of a help desk call and is the subject of document ‘User Guide to Offer Ownership of a NeuQs Help Desk Call’.

Extended Call Fields

When your NeuQs Help Desk has been configured to use Call Extended Fields then these can only be filled after the new help desk call has been added.

For example

Third Party Reference

The Third Party Reference field is free text and used to record a reference that is provided by a third party (external) who is also assigned to the call.

Amend Help Desk Call Sub Category

Use the drop-down box to select the help desk call Sub Category.

Sub Categories are defined in the Call Template Editor that can be found under HelpDesk Administration > Call Management > Call Extended Fields

Outside SLA

Check the Outside SLA box if you have an agreement with the client that this call will be excluded from the statistics.

The SLA Date will continue to be calculated for the call will and appear on the help desk call listing.

Save Changes to a Help Desk Call

Amend a field, such as Call Type, by clicking on a drop down box, select Click to Save Changes

The Call Type is changed and an internal update has been added to the call