The first step after deploying the helpdesk add-in is to build a problem catalog, which is necessary for problem categorization. SteadyPoint helpdesk supports three levels of categorization, optimized for small and medium-sized organizations but can be used by an organization of any size. The three-tiers will allow for maximum flexibility in building your problem catalog, however, you don’t have to use all three in your problem catalog.

Creating an Area

1. On the left-hand side of your Helpdesk dashboard, press on the Setting button.

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2. In settings, click on Area under the menu Specialties.

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3. To add new items to area, click on new item

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4. Insert the name of the area and check the Active box. (Unchecking the active box means this type is not active and won’t appear in when creating a new ticket). You can additionally select a template for this new area item (more on this in the templates section) or just proceed with “default” template. Once you’re done, click on submit and then on Go Back to return to the settings menu.

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Creating a Type

1. Now that you have created an area, you can create a type of problem that falls under it. You should be returned to the settings menu after pressing on Go Back, from there, click on Type.

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2. To add new items to Type, click on new item

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3. Select the Area you want this Type to fall under from the drop-down menu. Enter a Name for the type and check the Active box. (Unchecking the active box means this type is not active and won’t appear in when creating a new ticket). You can additionally select a template for this new area item (more on this in the templates section) or just proceed with “default” template. Once you’re done, click on submit and then on Go Back to return to the settings menu.

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Creating a Sub-Type

1. Now that you have created a type, you can create a sub-type of problems that falls under it. You should be returned to the settings menu after pressing on Go Back, from there, click on Sub-Type.

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2. To add new items to Sub-Type, click on new item

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3. Select the Area and Type you want this Sub-Type to fall under from the drop-down menu. Enter a Name for the type and check the Active box. (Unchecking the active box means this type is not active and won’t appear in when creating a new ticket). You can additionally select a template for this new area item (more on this in the templates section) or just proceed with “default” template. Once you’re done, click on submit and then on Go Back to return to the settings menu.

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