to Use ConnectWise
DDK HelpDesk Customer Portal
portal is a web based application used by DDK Communications, Inc’s
clients to enter technical issues/problems (called as service tickets
(service ticket) (ST)) encountered by them in doing business with the
company. It helps in putting together all service tickets in one central
place accessible to all users and clients. This avoids the problem of
collecting technical issues/problems from different clients communicated
through different formats like emails, faxes, phones etc and then compiling
them together. It is a more efficient way of managing service tickets.
helpful to DDK Communications, Inc as service tickets entered by various
clients are visible on the service board. This helps not only in compiling
all service tickets together but also in setting various priorities to
service tickets, assigning resources and following through the life cycle of
the service ticket.
login into the customer portal using their email-id and password.
Successful login into the application leads to service tickets list view.
Views in the Customer Portal
Main Menus of
Customer Portal Icons:
Service Entry: Used to enter new service tickets through the portal.
• Company’s Entries:
A service ticket list view screen of the portal. It displays all the
service tickets for the user/contact in the company.
Used to search for service tickets depending upon key words/fields entered
by the user.
Used for maintaining member lists of the portal. New members can be created
from this screen.
• Invoice Search: Used
to view closed invoices.
Used to run service ticket Trend reports and/or the Executive Summary
• Setup: Used
to select an option for service status notification
Service entry screen is used to enter to a new Service request in the
creating a new service ticket in the portal the details (like name,
address, telephone number) of the contact who has logged in the portal are
defaulted on this page. These details are non editable for non
administrators. However, these fields are editable for an administrator and
they have rights to assign a service ticket against any other contact of
then selects the service ticket
type. Selection of the service type will be entered into
the internal notes field of the service ticket on the helpdesk. This
selection also determines which service board and notification procedure
should take place pertaining to the service ticket.
A user has
to write a summary of the service ticket in the Summary field to describe service
ticket like in the Summary below and a detailed description of the problem
in the Description of the problem
important fields that the user can access are Required Date, Emergency, P O
Date: Date the user would like the service ticket to be completed.
check box: is used to mark a service ticket as urgent or of a higher
priority than normal. The text Emergency will also be appended onto the
summary and into the internal notes. Accordingly the notifications are sent
to the appropriate person(s).
O Number: This number is entered by a contact to signify they are
ready to pay for this service ticket and that the following P O Number
should be mentioned to charge against the service ticket.
Portal screen to enter new service
The new service type field contains user descriptions of problems that are
linked to both the service board and the notifications.
I have a problem
view of a service ticket
user can also make editions in the existing service tickets.
allows additions to the problem description and the resolution. Text for
already added problem description and resolution texts in fields cannot be
modified. Text that is appended will be at the top and will have a
date/time stamp along with the name of the person who entered the
information. It is also possible to add documents against a service ticket.
Once attached, these documents can be viewed by the users.
is the initial list view of all the service tickets for that company. It
will be restricted for non-administrator users/contacts to only their records
based on the contact field. However, administrators will be able to view
all service tickets valid for his company.
screen showing initial list view
displays following details of a service ticket:
• Summary: A
brief description of the service ticket.
• Contact: The
name of the contact that created the service ticket.
Date service ticket was entered
Various statuses a service ticket must go to be completed.
Displays the last date the service ticket was updated.
• Assigned: Shows
the resources that are assigned to a service ticket.
• Reqd Date:
The Required Date is the date this service ticket has to be competed.
• Closed by:
Displays open, closed or all service records
Add: User has the
option to add a new service ticket.
Search: User has the
option of searching for a service ticket depending upon various parameters.
For example: A user can narrow down their search for a particular service
ticket with status new by writing word new in the status field and clicking
Clear: A user may like to
make multiple searches depending upon various parameters and Clear is used
to clear out the parameter values from the fields in order to make new
and Previous: These are used to scroll to next or previous pages.
new contact in the portal can be created by clicking on Add New Contact on
the members screen.
to enter the contacts first and last name. Contacts password, default and
home email ids need to be entered. The phone numbers and fax numbers of the
contacts need to be entered.
The contacts are added on to the
Editing of the details of the
contacts can be done by clicking on the contact name in the list.
Contacts cannot be deleted from a portal. However, contacts can be disabled
from logging in the portal.
Knowledgebase Search screen will allow user to search all service entries
in the system.
can be performed with all of the entered keywords, or with any of the
keywords, or with an exact phrase depending on what option is chosen from
the Look For drop down box. User can also type in search words.
upon the search fields, all the published service ticket or all the service
tickets valid for a user are displayed. An administrator can see all
service tickets for his company.