Working with Service Desk Module

Introduction

The Service Desk module is the central place to manage all the support tickets between you and your clients.

  • The Service Desk Dashboard provides real-time information on the progress and status of the tickets as they move through your company’s support process.
  • Workflow rules ensure tickets move through your support process in a timely manner and reminders sent along the way until final resolution.
  • The Asset Management folder is a centralized place to store all your clients' hardware and software assets.
  • Knowledgebase helps share information with employees and reduces the time to find resolutions.
  • We will cover the below tabs in this module. 

Service Desk Dashboard

The Service Desk Dashboard provides help desk managers with real-time information about the status and progress of tickets as they move through your company's support process. Workflow rules ensure tickets move through your support process in a timely manner and generate reminders that display on this page.

The Service Desk Dashboard does not support customization at this time.

Specialized dashlets provided by the Service Desk Dashboard include:

  • Today's Tickets
  • Tickets By Issue Types 
  • Tickets By Status
  • Tickets By Assignee
  • Tickets By Priority 
  • Tickets By Queue

My Tickets

The My Tickets page manages tickets assigned to yourself as the primary assignee. If you assign the ticket to another employee, the ticket no longer displays on this page. Ticket assignments to queues are ignored by this page. You can search for all tickets assigned to the queues you are a member of using the Queue search parameter.

Tickets

The Tickets page manages tickets created for customer support issues. A support issue may be a question, a problem, a request for service, or a suggestion for a future enhancement.

Refer here for a detailed guide on working with Tickets. 

Hardware Assets

The Hardware Assets page registers hardware owned by the client and located at a client location. Hardware assets can be added using this page, or by adding a charge to a ticket.

Adding Hardware Assets

  1. Select the Service Desk > Asset Management > Hardware Assets page.
  2. Click New.
  3. Enter the following in the Asset Info tab.
    • Name
    • Category
    • Physical Location Info
    • Client
    • Client Location
    • Contact
    • Department
    • Business Impact
    • State
    • Brand
    • Description
  4. Click to maintain/review the Additional Info tab.
    • Acquisition Date
    • Expiration Date
    • Warranty Expiration Date
    • Purchase Cost
    • BarCode
    • Vendor
  5. Click to maintain/review the Asset Details tab.
    • Manufacturer
    • Serial
    • Model Number
    • Machine Group ID
    • Product Name
    • Machine Version
    • OS Type
    • OS Info
    • Version (Major | Minor)
    • Login Name
    • Last Login Name
    • Current User
    • First Check-In
    • Last Check-In
    • Last Reboot
    • Asset Tag
    • Max Memory Size
    • Max Memory Slots
  6. Asset Disk Volumes
    • Available when integrated with RMM VSA. This tab shows the disk utilization for each drive of the synced VSA asset. 
  7. Click to maintain/review the Network Details tab.
    • IP Address
    • Subnet Mask
    • Default Gateway
    • Mac Address
    • DNS Server(s)
    • Connection Gateway IP
    • Wins Enabled: Yes or No
    • DHCP Enabled: Yes or No
    • Primary Wins Server
    • Secondary Wins Server
    • DHCP
  8. Click to maintain/review the Motherboard Info tab.
    • Motherboard Manufacturer
    • Motherboard Product Code
    • Motherboard Version
    • Motherboard Serial Number
    • Bus Speed
  9. Click to maintain/review the Chassis Info tab.
    • Chassis Manufacturer
    • Chassis Type
    • Chassis Version
    • Chassis Serial Number
    • Chassis Asset Tag
  10. Click the Custom Fields tab.
    • Enter values in the custom fields, as appropriate for this record.
    • Custom fields are maintained using the Admin > My Company > Custom Fields page.
  11. Attachments
  12. Click Save.

Refer here for more details about asset sync with RMM VSA.

Software Assets

The Software Assets page registers software owned by the client and located at a client location. Software assets can be added using this page, or by adding a charge to a ticket.

Adding Software Assets

  1. Select the Service Desk > Asset Management > Software Assets page.
  2. Click New.
  3. Enter the following in the Software Asset tab.
    • Client
    • Client Location
    • Contact
    • Name
    • Software Category
    • Version
    • Brand
    • Additional Location Info
    • Model Number
    • Description
  4. Click the following in the Software License tab.
    • License Name
    • License Type
    • No. Of Licenses
    • Purchase Cost
    • Acquisition Date
    • Expiration Date
    • License Key
    • Description
  5. Click the Custom Fields tab.
    • Enter values in the custom fields, as appropriate for this record.
    • Custom fields are maintained using the Admin > My Company > Custom Fields page.
  6. Click Save.

Importing Software Assets

  • Select the Service Desk > Asset Management > Software Assets page.
  • Click Import(I).
  • Click Download Template(T).
    • Enter values in the fields and save the template.
  • Click Select and select import file from your directory.
  • Click Import(I).

Note: If there are two or more identical Asset names of the same type of software, PSA creates a master record and then enters each license under the ‘Software License’ tab.

Knowledgebase

The Knowledgebase page manages knowledge base articles related to customer support issues. Typically knowledge base articles are started by copying them from an actual customer ticket when the ticket is resolved, then updating the article to serve as a general reference. You can also create a knowledge base article using this page.

  • Each knowledge base article can be linked to one or more tickets.
  • Use Hyperlink manager to add links inside an article. 
  • Each article can include attachments.
  • You cannot browse for a knowledge basemceclip0.png

Creating New Knowledge Base Articles

  1. Select the Service Desk > Knowledgebase page.
  2. Click New.
  3. Enter the following in the Articles tab.
    • Title
    • Category
    • Keywords
    • Publish Date
    • Details
  4. Select the Related Tickets tab.
    • Select one or more tickets.
    • Click OK.
  5. Click the Attachments tab.
    • Click Upload a new file to upload files to this record.
  6. Click Save.

Recurring Master Tickets

The Recurring Master Tickets page creates a series of "child" tickets for a recurring support issue. Refer here for a detailed guide. 

Service Calls

The Service Calls page creates and manages all service calls created throughout the system.

  • Each service call is added to the timesheet of the employee assigned that service call, for tracking purposes.
  • Service calls are always non-billable.
  • Service calls are first scheduled, then marked as complete after the service call has occurred.
  • Using a recurring master ticket you can create a series of child tickets and service calls, with each service call linked to its own child ticket.
  • You can see any unassigned service calls you create on your My Service Calls page.

Adding Service Calls

You can add a Service Call:

  • In a Task
  • In a Ticket
  • In a Dispatch Calendar

Editing a Service Call

      1. Select the Service Desk > Service Calls page.
      2. Select the Service call you would like to add. If the list is long, you narrow the search results by adding the following parameters:
        • Account
        • Start Date
        • End date
        • Complete (status)
        • Created By
        • Created On
      3. Edit the following in the Service Call tab.
        • Resource - Select an employee.
        • Complete - Yes or No
        • Start Date
        • End Date
        • Description
      4. On the Notification tab optionally enter:
        • Resources - Employees to be notified.
        • Email template to use
        • Other Emails - Other email recipients to be notified.
      5. Click Save.
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