This is the User Maintenance screen where all your users are listed.
This is the add New User screen where you can add the details of your new administrator, operator or client.
This is the Queue Maintenance screen where all our saved queues are listed.
This is the add New Team Queue screen where you can enter the details of the new queue. You can see that we have entered the name of the new queue and assigned them to the Support Queues department.
This is the add New Queue screen again. You can see that we have clicked on the Members tab. We have selected available users and have added them to the queue.
This is the Organisation Maintenance screen where all your saved organisations are listed.
This is the add New Organisation screen. You can see that we have entered the information for our new organisation.
This is the Contact Maintenance screen where all your saved contacts are listed.
This is the add New Contact screen. You can see that we have entered the information for our new contact. We have also assigned the new contact to the new organisation we have just created.
We have clicked on New Ticket on the left hand menu. You can see that we have entered a Requestor from our Contacts, a title and selected an Origin to say how the ticket was originally requested. We have also entered notes for the new ticket and assigned it to an operator.
We have saved the new ticket. You can see that it has been logged as Ticket 48 and the SLA performance timers have started.
You can see that the requestor has received a notification email that the new ticket has been logged in Target Helpdesk.
A ticket can also be created by emailing the mail box that you have setup with Target Helpdesk.
You can see that the a new ticket has been generated automatically using the information in the email.
Creating a Ticket Follow Up
This the new Ticket Follow Up screen. You can see that the operator has entered a message and that the ticket information has been inserted automatically.
You can see that the requestor has received the follow up email.
You can see that the requestor has replied to the operator.
You can see that the ticket has been updated with the reply from the requestor.
This is the Time & Materials tab. You can see that the operator has logged the time they have worked on the ticket.
Creating and Starting a Workflow
This is the new Workflow Ticket Template screen. You can see that we have entered a reference for the new ticket template. This will not appear on the ticket. We have assigned a requestor, title and notes to the new ticket template. We have also selected default priorities and assigned it to a queue.
This is the new Workflow Ticket Template screen again. You can see that we have created another new ticket template.
This is the add NeW Workflow screen. You can see that we have entered a name for the new workflow, and have added the new ticket templates to the new workflow.
This is the Start Workflow screen for the new workflow that we have created. You can see that we have entered additional information that we would like to be added in the notes of the tickets that are generated
You can see that the first ticket in the workflow has been generated as ticket number 983.
This is the first ticket in the workflow again. You can see that the additional notes have been added.
This is the first ticket in the workflow again. You can see that we have changd the ticket status to Closed and saved the ticket. This will generate the next ticket in the workflow.
You can see that the second ticket in the workflow has been generated as ticket number 984.
Creating and Using Surveys for Requests
This is the Survey Management screen where all our saved surveys are listed.
This is the New Survey screen. You can see that we have entered a title for the new survey and an introductory message, which the end user will see when they create a new ticket using the Web Portal.
This is the Survey Questions screen. You can see that we have entered a question for the new survey and selected an answer type.
This is the survey questions screen. You can see that the questions are listed in the order they will appear and the answer types are displayed.
This is the New Survey screen again. You can see that we have created another survey for a New Door Security User for example.
This is the Survey Questions screen again. You can see that we have entered a question for the new survey and selected an answer type.
This is the Edit Survey screen again. The Web Access Key is used to link the survey to the Web Portal. This is generated when the survey has been saved. You can see that we have highlighted the key and have copied it to the clib board.
This is the Target Helpdesk Options screen Web Tab. You can see that we have pasted the web access key into the New Ticket Data Capture Options field. This string of keys are for several surveys.
We have logged in to the Web Portal and clicked on the New Ticket button on the right hand menu. You can see that all the surveys that we have created are listed with the title and introductory message.
We have clicked on a survey and the survey questions and answer types are listed. You can see that we have entered the information required for our New Door Security User Request. We have also attached a photo.
We have saved our request for our New Door Security User. You can see that a new ticket has been created and the request answers have been automatically inserted into the notes section. You can see that our attached photo has been saved.
We have clicked on a survey again and the survey questions and answer types are listed. You can see that we have entered the information required for our Software Problem Request. You can see that we have also attached a screen shot.
We have clicked on a survey again and the survey questions and answer types are listed. You can see that we have entered the information required for our Personal Development Request.
You can see that the new ticket from our previous survey has been received by Target Helpdesk.
Creating and Exporting Reports
This is the Reports screen. You can see that we have selected a report type from the left hand menu, and that we have selected data that we would like the report to use.
This is the report that has been generated. You can see that the first page show the data in graph form.
This is the generated report again. You can see that the next pages show the data in statistical form.
You can export the report to several formats including PDF, Word, Excel and more.
This is the report exported to PDF format.
This is the report exported to Excel format
