Ticketing - Helpdesk Customer User Guide

Throughout this guide, customers will discover how to navigate the platform, create and monitor tickets, and utilize the available features to efficiently address their needs and optimize their experience.

How to: access Helpdesk Platform

To access the customer support and ticketing platform within the DOME project, simply open a web browser and navigate to the following address: https://ticketing.dome-marketplace-prd.org .
If you want to login and you are an already registered user, just click on the "LOGIN" option on the login page and enter your registered email.

image.png

If you are not already registered, see next section "How to: create new account" in order to create your own user.

How to: create new account

To create a new user account, the customer should follow these steps:

image.png

image.png

Breakdown of key features on Helpdesk main page

Here's a breakdown of the key features within the DOME Hepldesk landing page:

How to: see ticket details and receive an update on request status

Once a ticket is submitted, customers can track its status, keeping them informed about the progress of their request. By clicking on a ticket from the list in the "Overviews" section, the user access to the specific details page. To view the details of a specific ticket, click on the "My Tickets" button in the main menu . The list will display all customer's tickets with essential details such as the ticket ID, subject, status and creation date. Click on the ticket title or ID to access the full details of a ticket.

Through the ticket details page the Customer can add question on open tickets by clicking on the text message box and typing the question.

How to: create new Organization/add user to existing Organization

For a user, belonging to an Organization allows him to have visibility of all the tickets opened by other users within the same Organization.

In order to create a new Organization, a delegated user can proceed by opening a ticket with the "03 - Access Management" group and indicating the corresponding problem "Ticketing - User Organization Association." In the body of the ticket, the user must specify the name of the Organization he wants to be created and, if applicable, the names of the users to be assigned to that Organization.

For better clarity, an example is provided in the screenshot below:

image.png

Finally, to submit the ticket the user needs to click on "Create" button.

How to: open a new request

Creating a new ticket within the DOME project's customer support and ticketing platform is a straightforward process that allows customers to swiftly communicate their inquiries or report issues. Customers should follow these steps to initiate a new ticket:

image.png

image.png

By following these steps, the process ensure that any concern is promptly addressed by specific Group of the support team. For this reason, it is important that the customer, during the ticket creation phase, fills out the fields correctly.

How to: respond to a Ticket

Upon reaching the complete details page within the "My Tickets" section, customers will discover the "Add Comment" text-box located at the bottom.

By clicking on it, the customer is allowed to either attach comments (i) or files (ii). In the "Activity" section you can keep track of the ticket's history and review the chronological log of actions, comments, and status changes (see blue box in the below screenshot).

All changes made on the detail page must be confirmed by clicking the "Update" button located at the bottom right of the Ticket details page.


imagehowtoticket.png

How to: use attributes for advanced search

To search for specific items in the Customer Care platform fill the search bar on the top of the left-sided panel in the main page.

You can use attributes as follow:

For more details on search attributes you can into System Documentation at https://docs.zammad.org/en/latest/install/elasticsearch/indexed-attributes.html 

How to: access Knowledge Base

Customers can always navigate directly to the Knowledge Base when they have a query. Here, they can search through existing explanatory texts, guides, and checklists. 

Customers can directly access the Knowledge Base by clicking on the "Knowledge Base" button on the left side of the platform's main page.

image.png

For more information on navigating the Knowledge Base repository, please refer to the document 'How to: navigate the platform knowledge base'

How to: manage User settings

Customers may reach out the page dedicated to User Settings by clicking on the corresponding icon (see red square in the screenshot below) at the bottom left of the main navigation menu and selecting "Profile" option.

                                                                                                                                           

image.png

By clicking on the corresponding option in the "Profile" section  Customers can customise:

Keyboard shortcuts

Below are the keyboard shortcuts for the ticketing system.

image.png