Configurations are to create "Support mail, Mail, Category types and Service types" where user can use Helpdesk more efficiently. This will be created by Admin, Distributor and Partner for their distributors, partners and customers.
Configuration menu includes two sub tabs to allow Users to create Service types and Category types to enhance the user experience on portal, and to raise tickets even more relevant.
To navigate to Configurations.
It can be done from Partner, Distributor and Admin.
For Customer to configure, then enable "Allow Helpdesk Configuration" from the customer overview page from partner login.
To navigate follow these steps.
Support mail, also known as a support email or customer support email, is an email address specifically designated for handling customer inquiries, feedback, complaints, or requests for assistance. It serves as a means of communication between customers and a company's support team or customer service department.
When customers encounter issues or have questions about a product, service, or any aspect of a company's offerings, they can send an email to the support mail address provided by the company. The support team is responsible for receiving and responding to these emails, providing guidance, troubleshooting assistance, or resolving customer concerns
To setup this support email, Tenant should host an application, and grant permissions for email read/write and Modify email activities.
Email Provider: Email provider is Microsoft or Google account. Currently it is supported for Microsoft.
Support mail: Support Email is for Mail box configuration, where mails are received to the "Support Mail".
Tenant ID: A tenant ID, also known as a directory ID, is a unique identifier that represents a tenant or organization within a multi-tenant cloud service environment. In services like Microsoft Azure Active Directory, a tenant ID is assigned to each organization using the service. It helps differentiate and isolate resources and data between different tenants or organizations.
Tenant ID is often used in conjunction with client ID to identify the client application within a specific organization's context.
Client ID: A client ID is a unique identifier assigned to an application or client by the authorization server. It is typically a public, alphanumeric string that serves as a credential to identify the client when making requests to the server.
Client Secret: A client secret, also referred to as an application secret or client password, is a confidential and secure piece of information used by an application to authenticate itself with the authorization server. It is typically a long, randomly generated string. The client secret is shared only between the application and the authorization server to verify the application's identity and ensure secure communication during the OAuth 2.0 flow.
Category: Supported categories can be added here. One or more categories can be linked.
User can create their own Categories depends on the module or the Issues which occurs commonly.
Examples for Categories:
- DAAS
- Marketplace
- User type Creation.
Category name: Defines Which type of Category from the modules. and it is drop-down field. Choose relevant Category for Service type.
Description: Detailed description on the Category name will be updated.
Owner Name: Owner name need to be given, so that the hierarchy based owners will be aware of the Categories created.
Select to send Owner Email: It's an options to send mail to owner or not to notify the category creation.
Owner Email: Owner Email to let know the creation of category to be sent via which Email address.
Escalation mail: This can be a Owner or Technician to escalate based on the issues and related Category one can handle.
Distribution mail: In case if there an Distribution Email address, which can be a Organization level, Group level etc.
Review and Create is to verify the input updated and it should be editable and will navigate to the field which needs to be modified.
User can create their own Categories depends on the module or the Issues which occurs commonly.
Examples for Categories:
- DAAS
- Marketplace
- User type Creation.
Auto forward:
The Auto forward feature is a valuable addition to our helpdesk system. It automates the ticket forwarding process, ensuring that tickets are automatically sent to the next recipient in a predefined hierarchy order, such as partners, distributors, and administrators.
To enable the Auto forward feature, Users can toggle it on in the configuration settings. When a user submits a ticket, it is automatically forwarded to the top recipient in the hierarchy. If the ticket is resolved, the process ends, but if escalation is needed, the ticket can be manually forwarded to the next recipient.
Note
Service Types are dependent on Category. Service types are child contents for Category.
To navigate to Configurations.
It can be done from Partner, Distributor and Admin. To navigate follow these steps.
- Login with either Admin, Distributor or Partner account
- Select Helpdesk menu --> click on Configurations
- Select Service Type
Category: Defines the types of Service Type which are related to the Category. Here each service type is dependent to Category.
Service Type: Defines that for the selected Category, the service type matches. Example: For DAAS category Workspace, Images, Storage, Sessions, Access Control are the Service types. similarly if we choose any sub module as a parent then their child will be service types.
Description: Detailed description on the Category name will be updated.
Owner Name: Owner name need to be given, so that the hierarchy based owners will be aware of the Categories created.
Select to send Owner Email: It's an options to send mail to owner or not to notify the category creation.
Owner Email: Owner Email to let know the creation of category to be sent via which Email address.
Escalation mail: This can be a Owner or Technician to escalate based on the issues and related Category one can handle.
Distribution mail: In case if there an Distribution Email address, which can be a Organization level, Group level etc.
User can create their own Categories depends on the module or the issues which occurs commonly.
Examples for Service Type:
- For DAAS Category we can choose following Service Types:
a. Workspace
b. Images
c. Storage
Create Service type
Review and Create is to verify the input updated and it should be editable and will navigate to the field which needs to be modified.
Similarly for Marketplace
- Import
- Purchase product
- Billing issues.
Mail configurations is to set-up the domain configurations to which the tickets are to be created.
Domains: Domains are to be added, where associated domain mails will be received and tickets are created from the same.
Note
Mail configurations are dependent on support mail, category & service types.
