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 via the Helpdesk portal itself. For setting up Helpdesk to create tickets via email, you can check out this link.

The tutorial consists of 3 main parts:

  • Selecting your routing mechanism
  • Automatic routing
    • Creating your problem catalog
    • Building your problem handling teams
  • Manual routing
    • Creating your problem catalog

Selecting Your Routing Mechanism

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.

Figure 1

2. For the question “Who is going to be using the platform?” select Employees, then click on the next arrow.

Figure 2

3. For your routing method, you will either select between Automatic and Manual routing. Automatic routing involves pre-configuring teams that will be responsible for your problem tickets. With manual routing, you will select the ticket handler whilst you’re creating your tickets. We will cover the difference between both.


Automatic Routing

1. you want to select Automatic and click the next arrow.

Figure 3

2. 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.

Figure 4

3. Its 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.

Figure 5

4. 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.

Figure 6

Voila! You’re ready to get going!


Manual Routing

1. With smaller teams, it might be more convenient to simply assign tickets while creating the ticket, rather than have it go through the routing engine. This is Manual routing. Click on Manual routing, and press next.

Figure 7

2. 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.

Figure 8

3. 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.

Figure 9

And you’re good to go!


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