Getting started with SteadyPoint Helpdesk is a simple process. The moment you boot up SteadyPoint Helpdesk for the first time, a tutorial pops up. This article will explain how you can utilize the tutorial to set-up helpdesk for internal users to use it.
This article will focus on setting up Helpdesk for creating tickets without using the portal. For setting up Helpdesk to create tickets via the portal, you can check out this link.
1. Once you log into Helpdesk, the tutorial boots up and this is the screen that you will see, click on the next arrow to continue.
2. For Who is going to be using the platform? select Customers/Partners/Vendors then click next.
3. Under Template for structuring the problem catalog, you will have a different number of templates that are pre-configured. A Problem-based catalog includes the different problem areas from least to most specific. Product-based means you split the problem catalog into different “product lines”, each operating as its own Helpdesk. Department-based allows you to build different problems for each problem-handling departments. If your company doesn’t match any of the three, you can remove the data and fill in your own. You can also adjust the end result from the Settings menu.
4. It’s now time for us to build the teams that will be responsible for dealing with our different problems. Select some of the problems you want to assign teams to (you can assign the rest from the Settings Menu -> Teams), Enter the name of the team, select the routing method and select the individual under this team. Direct Assignment assigns any task created to that individual. Resource Pool is a team based approach where everyone in the pool receives a notification of a newly created ticket, and the first person to claim the ticket will handle it. SPOC is an individual who first receives the ticket before later re-assigning it. Once finished, click on next.
5. Under fill external users, you want to assign the users who will be creating a ticket via email a team to handle their problems. The way we have it set-up here is that A. McAfee will have her tickets sent to the printers team, Andrea Millstone to the laptops team, and Adam Cork to the networks team. If you want more generic teams that then re-assign the ticket internally, you can do so by changing going to Settings -> Teams. You need a Default Team that will be responsible for email ticket creators who are not registered on the platform yet. All of this can be changed from the Settings menu. When done, click next.
6. For your users to be able to create tickets through emails, you need to set up a Flow on Microsoft Flow. To do so, please follow this guide (also linked to in the tutorial).
7. You’re now good to go! If you want to invite more people to start using Helpdesk, you can do so by putting their emails in the email box and click on invite. If you want to start creating tickets, click on Create a new ticket, and if you want to run the tutorial again, click on Restart the tutorial.