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Using the Helpdesk Features

The helpdesk interface is ITSM-NG’s simplified, user-friendly portal for end users to request assistance and track their tickets. This guide covers all helpdesk features from both user and technician perspectives.

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Understanding the Helpdesk Interface

The helpdesk interface provides a streamlined experience compared to the full central interface:
  • Simplified navigation: Focus on service requests and tickets
  • Limited permissions: Users see only their own tickets and authorized content
  • Self-service features: Submit requests and find solutions independently
  • Mobile-friendly: Responsive design for any device

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Accessing the Helpdesk

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For End Users

1

Navigate to Helpdesk

Access the URL: https://your-itsm-ng-server.com/front/helpdesk.public.php
2

Login

Enter your credentials. Your view automatically switches to the helpdesk interface.
3

Explore the Dashboard

The home page shows:
  • Your active tickets
  • Tickets awaiting your action
  • Recent updates
  • Quick access to create new ticket
The helpdesk URL may be configured differently in your organization. Contact your IT administrator if you cannot access it.

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Creating Tickets from Helpdesk

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Submit a New Request

1

Click Create Ticket

On the helpdesk home page, click Create a ticket or the + button.
2

Fill the Form

Provide request details:
  • Type: Select “Incident” (something broken) or “Request” (asking for something)
  • Category: Choose the most appropriate category
  • Urgency: How quickly do you need this resolved?
  • Title: Brief, clear description
  • Description: Full details of the issue or request
3

Add Attachments

Optionally attach screenshots, error logs, or documents to help explain the issue.
4

Link Assets

If the issue relates to specific hardware or software, link the affected items.
5

Submit

Click Add to create the ticket. You’ll receive a confirmation with the ticket number.
Write effective ticket descriptions:
  • What were you trying to do?
  • What happened instead?
  • Any error messages (exact text or screenshots)
  • When did this start?
  • Does it happen every time or intermittently?

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Managing Your Tickets

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Viewing Your Tickets

The helpdesk provides several views:
  • My tickets: All tickets where you’re the requester
  • My follow-up: Tickets you’re observing
  • Open tickets: Active requests not yet resolved
  • Closed tickets: Completed requests

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Understanding Ticket Information

Each ticket displays:
  • Ticket number: Unique identifier (e.g., #12345)
  • Status: Current state (New, Assigned, Processing, etc.)
  • Priority: Importance level (Very high to Very low)
  • Category: Type of request
  • Assigned to: Technician or team handling it
  • Creation date: When submitted
  • Last update: Most recent activity

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Adding Follow-ups

1

Open Your Ticket

Click the ticket number to view details.
2

View Timeline

The timeline shows all updates, messages, and actions.
3

Add Your Comment

  • Scroll to the bottom and find the comment box
  • Type your update or response
  • Click Add to post
Each follow-up sends notifications to assigned technicians, keeping them informed of new information.

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Approving Solutions

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When a Solution is Proposed

1

Review Notification

You’ll receive an email when the technician marks the ticket as solved.
2

Test the Solution

Try the proposed solution to verify it resolves your issue.
3

Approve or Reject

In the ticket:
  • Click Approve if the issue is resolved
  • Click Refuse if the problem persists, and explain why
4

Automatic Closure

Approved tickets automatically close. Refused tickets reopen for further work.
If you don’t respond to a solution, the ticket may auto-close after a configured period.

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Self-Service Features

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Searching the FAQ

Find answers without creating a ticket:
1

Access FAQ

Click FAQ in the helpdesk menu or on the home page.
2

Search or Browse

  • Search: Enter keywords in the search box
  • Browse: Click categories to explore topics
3

View Articles

Click article titles to read full content.
4

Rate Helpfulness

Mark articles as helpful or not to improve content quality.
Search the FAQ before creating a ticket. You might find an immediate solution.

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Booking Reservations

Reserve available assets like meeting room equipment:
1

View Available Items

Navigate to Reservations in the helpdesk menu.
2

Check Calendar

See which items are available and when.
3

Create Reservation

  • Select the item
  • Choose start and end date/time
  • Add comments about intended use
  • Submit reservation
4

Manage Your Reservations

View, modify, or cancel your bookings in the My reservations section.

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Updating Your Profile

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Personal Information

1

Access Preferences

Click your name in the top-right corner, then My settings.
2

Update Contact Info

Modify your:
  • Email address
  • Phone number
  • Location
  • Language preference
3

Change Password

Click Change my password to update your login credentials.
4

Save Changes

Click Update to apply modifications.

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Notifications and Alerts

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Email Notifications

You receive emails for:
  • New ticket creation confirmation
  • Ticket assignment updates
  • Technician follow-ups
  • Solution proposals
  • Ticket closure
  • Satisfaction surveys

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Managing Notifications

1

Access Settings

Go to My settings from your profile menu.
2

Configure Email Preferences

Enable or disable specific notification types.
3

Set Default Email

Choose which email address receives notifications.

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Satisfaction Surveys

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Completing Surveys

After ticket closure:
1

Receive Survey

You’ll get an email with a satisfaction survey link.
2

Rate Service

Provide ratings on:
  • Response time
  • Solution quality
  • Technician professionalism
  • Overall satisfaction
3

Add Comments

Share specific feedback or suggestions.
4

Submit

Your feedback helps improve service quality.
Surveys may expire after a set period. Complete them promptly to ensure your feedback is recorded.

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For Technicians: Helpdesk Mode

Technicians can also work in helpdesk mode:

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Switching Interfaces

  • Helpdesk mode: Simplified interface
  • Central mode: Full administrative interface
Switch between modes using the interface selector in the top menu.

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Benefits of Helpdesk Mode for Technicians

  • Focused view: Less clutter, ticket-centric
  • Quick actions: Streamlined ticket processing
  • Mobile friendly: Work from tablets or phones
  • Similar to user view: Better understand user experience

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Working Tickets in Helpdesk Mode

1

View Assigned Tickets

See all tickets assigned to you or your groups.
2

Process Tickets

  • Add follow-ups
  • Create tasks (if permitted)
  • Update status
  • Propose solutions
3

Access Knowledge Base

Reference FAQ articles to assist users.
Some technicians prefer helpdesk mode for ticket processing and central mode for configuration and administration.

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Limitations in Helpdesk Mode

The helpdesk interface is intentionally limited:

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Users Cannot:

  • Access administrative settings
  • View other users’ tickets (unless shared)
  • Modify asset information directly
  • Create or modify categories, statuses, etc.
  • Access full reporting features

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Users Can Only:

  • Create and track their own tickets
  • View assigned FAQ content
  • Make reservations for authorized items
  • Update their own profile
  • Approve/refuse solutions on their tickets
These limitations ensure security and prevent accidental changes to system configuration.

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Mobile Access

The helpdesk interface is fully responsive:
  • Tablet: Full functionality with optimized layout
  • Smartphone: Essential features with mobile-friendly design
  • Touch-friendly: Large buttons and swipe gestures

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Mobile Best Practices

On mobile devices:
  • Use the search function to quickly find tickets
  • Enable push notifications for real-time updates
  • Bookmark the helpdesk URL for quick access
  • Take photos of issues to attach to tickets

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Keyboard Shortcuts (Helpdesk)

ShortcutAction
Alt+TGo to ticket list
TQuick ticket access
BAccess knowledge base/FAQ

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Troubleshooting

Cannot create tickets
  • Verify you’re logged in
  • Check that your account has ticket creation rights
  • Ensure you have access to at least one entity
  • Try clearing browser cache and cookies
Not receiving email notifications
  • Check your email address in profile settings
  • Verify email isn’t in spam folder
  • Confirm notifications are enabled in settings
  • Contact your administrator to check mail configuration
Cannot see my tickets
  • Ensure you’re looking in the correct view (My tickets)
  • Check entity filter if you have access to multiple entities
  • Verify tickets aren’t in trash
Cannot access FAQ
  • Confirm your profile has FAQ read permissions
  • Check that FAQ articles exist and are published
  • Verify articles are visible to your entity/profile

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Best Practices for End Users

Before Creating a Ticket:
  • Search the FAQ for existing solutions
  • Try basic troubleshooting (restart, check cables, etc.)
  • Gather relevant information (error messages, when it started)
  • Check if colleagues have similar issues
When Creating a Ticket:
  • Use clear, descriptive titles
  • Provide complete information upfront
  • Include screenshots when helpful
  • Select the correct category
  • Set realistic urgency levels
After Creating a Ticket:
  • Monitor for technician responses
  • Respond promptly to questions
  • Test solutions thoroughly
  • Approve or refuse solutions quickly
  • Complete satisfaction surveys

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Getting Help

If you need assistance using the helpdesk:
  1. Check the FAQ: Look for “How to” articles
  2. Contact your IT department: Create a ticket for helpdesk questions
  3. Ask colleagues: They may have encountered similar questions
  4. Read tooltips: Hover over field labels for hints

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