.e11 Help Desk Software Manual for customer support & service software
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Client Profile allows you to maintain a record of all the clients and the rights they hold in the Helpdesk. There are two types of clients: corporate and individual. You can manage information about both individual and corporate clients from this section. In addition, you can also manage (add, modify, delete and recover) the assets under both individual and corporate account.
Add an Individual Client Profile
Transfer an Individual Client to a Corporate Account
Add a Client under Corporate Account
Add a Sub Account under Corporate Account
Customized Client Rights under Corporate Account
Add an Asset under Corporate Account
Add an Asset under Individual Account
To add an individual client profile:
1. Open the User Management page.
2.
Click Client Profile .
3. View Individual Client Details (Active) page opens, as shown in the Figure 12-14-1. This page will show you the client(s) details, such as User (Login) Name, First Name, Last Name and E-mail address.
Tip: You can also
click on 
from the main menu bar to access the View
Individual Client Details (Active) page.
Note: You can view the Trash 
in View Individual Client Details (Active)
page only if there is a deleted individual client.
Click ALL to view the complete list of individual clients, as shown in the Figure 12-14-1.
Note: You can sort the individual clients by Status, User Name, First Name, Last Name, E-mail, etc.
4.
Click 
to open Add Client Profile page, as shown in
the Figure 12-14-2.
Enter information in the required fields:
|
Required Fields |
|
|
Field |
Description |
|
User Name |
Login name of the client. |
|
Password |
Secret word of 4-10 characters in length. |
|
First Name |
First name of the client. |
|
Company |
Name of the client’s organization. |
|
|
E-mail address of the client. |
|
Client Right |
Client Right provides access level for the client. |
|
Account Renewal Trigger Rule |
Account Renewal Trigger Rule helps you to specify the validity of a client/corporate account, send reminders before or after expiry of the support account, and also allows you to provide selective rights to your client after expiry of support account (for example, ability to create ticket for 2 days after expiry). |
|
Support Start Date |
Select the start date of the client account. |
|
Support End Date |
Select the end date of the client account. |
Note: You can also create a new client right group for a client and then select that client right group.
You can view the Account Renewal Trigger Rule, Support Start Date, and Support End Date fields in the Add Client Profile page, only if the Client Account Renewal is enabled in the Modify Representative Section page.
5. You can also add information in the following optional fields.
Optional Fields |
|
Field |
Description |
|
Allow NT Authentication |
Choose Yes to Allow NT Authentication. |
|
Last Name |
Last name of the client. |
|
NT User Name |
Enter the NT User name. |
|
NT Domain |
Select the NT Domain. |
|
Show Announcement |
Choose Yes from the drop-down menu to show the announcement to the client published by the administrator. |
6.
Click 
to save the information.
Note: You can add more fields or modify the existing fields in Add Client Profile page from modify client section address book.
Example: At times you
may need to add an individual client profile. To do so, enter a user (login)
name, such as Stefan and a unique password. Enter information in all the required
(bold) fields, such as first name, e-mail address, company name and client
right, as shown in the Figure
12-14-2. You can also enter information in the optional fields.
Click .
To search for an individual client profile:
1. Open the View Individual Client Details (Active) page.
2.
If the Search box is not
open, click Find 
and then select a field from the Find
drop-down menu.
3. Enter the corresponding information in the Find box, as shown in the Figure 12-15-1.
4.
Click 
.
5. The search result will be displayed, as shown in the Figure 12-15-2.
Note: You can also filter search results by various fields, such as User Name, First Name, Last Name, etc. To filter, select a field from the drop-down menu (such as User Name) and click on the alphabet to view all User Names starting with that alphabet.
To modify an individual client profile:
1. Open the View Individual Client Details (Active) page.
2. In the View Individual Client Details (Active) page, click on User Name to be modified.
Tip: To search for an individual client profile, click here.
3. The Account Details (Individual Account) page appears, as shown in the Figure 12-16-1.
4.
Click 
.
5. Modify the individual client profile information and click 
to save the changes.
Note: You cannot modify the Client User Name.
To delete an individual client profile:
1. Open the View Individual Client Details (Active) page.
Note: You can view the Trash in View Individual Client Details (Active)
page only if there is a deleted individual client.
2. In the View Individual Client Details (Active) page, check against the User Name to be deleted, as shown in the Figure 12-17-1.
Note: To search for an individual client profile, click here.
3.
Click 
.
A confirmation box pops-up. Click 
to confirm deletion.
To recover an individual client profile:
1. Open the View Individual Client Details (Active) page.
2.
Click Trash in the View Individual Client Details
(Active) page.
3. View Individual Client Details (Trash) page opens.
Note: Click ALL to view the complete list of deleted individual clients or search for a deleted individual client.
4. Check against the User Name to be recovered, as shown in the Figure 12-18-1.
5.
Click 
.
A confirmation box pops-up. Click 
to recover.
Tip: You can delete a client’s
information permanently by clicking 
on the View Individual Client Details (Trash)
page.
Click
Active Customer 
to go back to the View Individual Client
Details (Active) page.
To add a corporate account:
1. Open the View Individual Client Details (Active) page.
2.
Click Corporate Account 
.
3. View Corporate Client Details (Active) page opens. This page will show you the account ID with its account name, location, and company name.
Note: You can view the Trash in View Corporate Client Details (Active)
page only if there is a deleted corporate account.
Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1.
Note: You can sort the corporate accounts by Account ID, Account Name, Company Name and Location.
4.
Click 
to open Add Account page. Enter information
in the required fields, as shown in the Figure 12-19-2:
|
Required Fields |
|
|
Field |
Description |
|
Account ID |
An account is a unique identifier. It represents a company and may contain multiple clients. |
|
Account Name |
Name given to the account. |
|
Location |
Address of the company |
|
Company |
Name of the company to which the account belongs. |
|
Number of Sub-Account |
Number of Sub-Accounts allowed under this account. |
|
Number of Clients |
Maximum number of clients allowed under this account. |
|
Account Renewal Trigger Rule |
Account Renewal Trigger Rule helps you to specify the validity of a client/corporate account, send reminders before or after expiry of the support account and also allows you to provide selective rights to your client after expiry of support account (for example, ability to create ticket for 2 days after expiry). |
|
E-mail To Receive Autoresponder |
E-mail address where the auto responder will be received. |
5. You can also add information in the following optional fields.
Optional Fields |
|
Field |
Description |
|
Support Start Date |
Select the start date of the corporate account. |
|
Support End Date |
Select the end date of the corporate account. |
Note: You can view the Account Renewal Trigger Rule, Support Start Date and Support End Date fields in the Add Account page, only if the Client Account Renewal is enabled in the Modify Representative Section page.
You can add more fields or modify the existing fields in Add Account page from modify account section address book.
6.
Click to save the information and open Add the
Default Owner for the Account page.
7. Enter the information for the default owner of the account, as shown in the Figure 12-14-2.
8.
Click to save the information and add a corporate
account successfully.
Example: At times you may need to
create an account, which will represent a company and can contain multiple
clients. To do so, enter an account Id (unique identifier), such as admin,
account name, location of the company, company name, number of sub accounts and
clients allowed under that account, as shown in the Figure 12-19-2.
You can also add information in the optional fields. Click to open the default owner for the account
page. In this page, enter information in all the required (bold) fields, such
as user name, password, first name, e-mail address, company name and client
right, as shown in the Figure
12-14-2. You can also enter information in the optional fields.
Click to add a corporate account.
To search for a corporate account:
1. Open the View Corporate Client Details (Active) page.
2.
If the Search box is not
open, click Find and then select a field from the Find
drop-down menu.
3. Enter the corresponding account information in the Find box, as shown in the Figure 12-20-1.
4.
Click .
5. The search results will be displayed, as shown in the Figure 12-20-2.
Note: You can also filter search results by various fields, such as Acc_Id, Acc_Name and Comp_Name. To filter, select a field from the drop-down menu, such as Acc_Name, and click on the alphabet to view all the Account Name starting with that alphabet.
To modify a corporate account:
1. Open the View Corporate Client Details (Active) page.
2. In the View Corporate Client Details (Active) page, click on Account ID to be modified.
Note: To search for a corporate account, click here.
3. Account Details (Corporate Account) page opens, as shown in the Figure 12-21-1.
4.
Click .
5.
Modify the corporate account
information and click to save the changes.
Note: You cannot modify the Account ID.
To delete a corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: You can view the Trash in View Corporate Client Details (Active)
page only if there is a deleted corporate account.
2. In the View Corporate Client Details (Active) page, check against the Account ID to be deleted, as shown in the Figure 12-22-1.
Note: To search for a corporate account, click here.
3.
Click .
A confirmation box pops-up. Click to confirm deletion.
Note: When a corporate account is deleted, all information related to it, such as sub-accounts, contacts and assets are also deleted.
To recover a corporate account:
1. Open the View Corporate Client Details (Active) page.
2.
Click Trash Corporate Account
in the View Corporate Client Details (Active)
page.
3. View Corporate Client Details (Trash) page opens.
Note: Click ALL to view the complete list of deleted corporate accounts or search for a deleted corporate account.
4. Check against the Account ID to be recovered, as shown in the Figure 12-23-1.
5.
Click 
.
A confirmation box pops-up. Click to recover.
Tip: You can delete an account
permanently by clicking 
in the View Corporate Client Details (Trash)
page.
Click
Active Corporate Account 
to go back to the View Corporate Client
Details (Active) page.
This feature allows you to transfer an individual client to a corporate account.
To transfer a client to a corporate account:
1. Open the View Individual Client Details (Active) page.
Note: Click ALL to view the complete list of individual clients or search for an individual client in the View Individual Client Details (Active) page.
2. Check against the User Name to be transferred under corporate account, as shown in the Figure 12-24-1.
Note: Incase there is no client under a corporate account then the client added or transferred first becomes the default client of that corporate account.
3.
Click 
.
4. Corporate Account Transfer window pops-up. Select the account or sub account, where the client will be transferred, by clicking the radio button and then selecting from the drop-down menu, as shown in the Figure 12-24-2.
Note: Clients can be transferred either to a corporate account or a sub account under a corporate account. Incase there is no client under a corporate account then the client will be transferred to the main corporate account.
5.
Click 
.
Transfer Report window pops-up, which shows the status whether transfer is
allowed or not, as shown in the Figure 12-24-3.
6.
Click 
to transfer the individual client to a
corporate account.
Note: If transfer status is not OK,
button is disabled in the Transfer Report, as
shown in the Figure 12-24-4. Click 
to return to the Corporate Account
Transfer page and 
to cancel the transfer.
To add a client under corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: You can view the Trash in View Corporate Client Details (Active)
page only if there is a deleted corporate account.
Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
In this page, you can sort the corporate accounts by Account ID, Account Name, Company Name and Location.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to add a client.
3. Account Details (Corporate Account) page opens. Scroll down to Clients, as shown in the Figure 12-25-1.
4.
Click 
under Clients to open Add Client Profile page.
Tip: You can also add a client under corporate account by transferring an individual account to a corporate account. The first client added to a corporate account will automatically become the default client.
Note: The maximum number of clients for an account is inclusive of clients under the Deleted Items View.
To
specify rights
to the clients in Account Details (Corporate Account) page, click 
.
To modify a client under Corporate Account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to modify a client.
3. Account Details (Corporate Account) page opens. Scroll down to Clients, to select the User Name to be modified.
4. Click on the User Name and modify the client information under corporate account.
Note: You cannot modify the Clients User Name.
5.
Click to save the changes.
To delete a client under Corporate Account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to delete a client.
3. Account Details (Corporate Account) page opens. Scroll down to Clients.
4. Check against the User Name under Clients to be deleted, as shown in the Figure 12-26-1.
5.
Click 
under Clients. A delete confirmation box
pops-up. Click to confirm deletion.
To recover a client under Corporate Account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to recover a client.
3.
Account Details (Corporate
Account) page opens. Click 
under the Account ID to open the Deleted
Items View.
4. In the Deleted Items View, scroll down to clients. Check against the User Name under Clients to be recovered, as shown in the Figure 12-27-1.
5.
Click 
under Clients. A recover confirmation box
pops-up. Click to recover.
Tip: You can delete clients under
corporate account permanently by clicking 
under Clients in the Deleted Items View.
To add a sub account under corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
You
can view the Trash in View Corporate Client Details (Active)
page, only if there are deleted corporate accounts.
In this page, you can sort the corporate accounts by Account ID, Account Name, Company Name and Location.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to add a sub account.
3. Account Details (Corporate Account) page opens. Scroll down to Sub Accounts, as shown in the Figure 12-28-1.
4.
Click under Sub Accounts to open Add Account page.
Note: The maximum number of sub accounts for a particular account is inclusive of the accounts in deleted items.
To modify a sub account under corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to modify the sub account.
3. Account Details (Corporate Account) page opens. Scroll down to Sub Accounts, to select the Account Name to be modified.
4. Click on the Account Name to open the Sub Account Details page, as shown in the Figure 12-29-1.
5.
Click on .
6.
Modify the sub account
information under a corporate account and click to save the changes.
Note: You cannot modify the Account ID.
To delete a sub account under a corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to delete a sub account.
3. Account Details (Corporate Account) page opens. Scroll down to Sub Accounts.
4. Check against the Account Name under Sub Accounts to be deleted, as shown in the Figure 12-30-1.
5.
Click under Sub Accounts. A delete confirmation box
pops-up. Click to confirm deletion.
Note: When you delete a sub account, all accounts under it are automatically transferred to the corporate (main) account.
To recover a sub account under a corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to recover a sub account.
3.
Account Details (Corporate
Account) page opens. Click under the Account ID to open the Deleted
Items View.
4. In the Deleted Items View, scroll down to Sub Accounts. Check against the Account Name under Sub Accounts to be recovered, as shown in the Figure 12-31-1.
5.
Click under Sub Accounts. A recover confirmation
box pops-up. Click to recover.
Tip: You can delete sub accounts
permanently by clicking under Sub Accounts in the Deleted Items View.
To customize client rights under corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to customize client rights.
3. Account Details (Corporate Account) page opens. Scroll down to Clients.
4.
Under Clients, click Specify
Rights 
icon for a client. Rights page opens for that
client, as shown in the Figure 12-32-1.
5. You can assign the rights under Ticket and FAQ Category by clicking on the options in the box. To assign contact rights, click on the respective check boxes.
Tip: To select more than one option but not all categories under Ticket and FAQ Category, press Ctrl and then click simultaneously.
6.
Click to customize the client rights.
To add an asset under corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
You
can view the Trash in View Corporate Client Details (Active)
page, only if there are deleted corporate accounts.
In this page, you can sort the corporate accounts by Account ID, Account Name, Company Name and Location.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to add an asset.
3. Account Details (Corporate Account) page opens. Scroll down to Assets, as shown in the Figure 12-33-1.
4.
Click on under Assets to open Add New Asset page.
5.
Enter the information and
click 
to save the information.
6. View Asset Details (Active) page opens.
7. In the View Asset Details (Active) page, select the asset by checking against the Name.
8.
Click 
.
9.
Select
the status
from the pop-up and click 
.
10. Add Status Information page opens depending on the status.
11. Enter the Account ID and other required details, as shown in the Figure 5-10-3 to add an asset under the corporate account.
Note: Always add Account ID when you are adding asset under corporate account.
To modify an asset under corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to modify an asset.
3. Account Details (Corporate Account) page opens. Scroll down to Assets, to select the Asset Name to be modified.
4. Click on the Asset Name to be modified.
5.
Update the asset information
under a corporate account and click 
to save the changes.
Note: You cannot modify the Status, Asset ID and Asset Type fields.
To delete an asset under corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to delete an asset.
3. Account Details (Corporate Account) page opens. Scroll down to Assets.
4. Check against the Asset Name under which Assets need to be deleted, as shown in the Figure 12-34-1.
5.
Click .
A delete confirmation box pops-up. Click to confirm deletion.
To recover an asset under corporate account:
1. Open the View Corporate Client Details (Active) page.
Note: Click ALL to view the complete list of corporate accounts, as shown in the Figure 12-19-1. To search for a corporate account, click here.
2. In the View Corporate Client Details (Active) page, click on Account ID under which you want to recover an asset.
3.
Account Details (Corporate
Account) page opens. Click under the Account ID to open the Deleted
Items View.
4. In the Deleted Items View, scroll down to Assets. Check against the Asset Name under Assets to be recovered, as shown in the Figure 12-35-1.
5.
Click .
A recover confirmation box pops-up. Click to recover.
Tip: You can delete assets
permanently by clicking under Assets in the Deleted Items View.
To add an asset under individual account:
1. Open the View Individual Client Details (Active) page.
Note: You can view the Trash in View Individual Client Details (Active)
page, only if there are deleted individual clients.
Click ALL to view the complete list of individual clients, as shown in the Figure 12-14-1. You can sort the individual clients by Status, User Name, First Name, Last Name, E-mail, etc.
2. In the View Individual Client Details (Active) page, click User Name under which you want to add an asset.
3. Account Details (Individual Account) page opens, as shown in the Figure 12-36-1.
4.
Click on under Assets to open Add New Asset page.
5.
Enter the information and
click to save the information.
6. View Asset Details (Active) page opens.
7. In the View Asset Details (Active) page, select the asset by checking against the Name.
8.
Click .
9.
Select the status from the
pop-up and click .
10. Add Status Information page opens depending on the status.
11. Enter the name of the client and other required details to add an asset under the individual account.
Note: Don’t add Account ID when you are adding Asset under Individual Account.
To modify an asset under individual account:
1. Open the View Individual Client Details (Active) page.
Note: Click ALL to view the complete list of individual clients, as shown in the Figure 12-14-1.
2. In the View Individual Client Details (Active) page, click User Name under which you want to add an asset.
3. Account Details (Individual Account) page opens.
4. Click on the Asset Name to be modified.
5.
Update the asset information
under Individual Account and click to save the changes.
Note: You cannot modify the Status, Asset ID and Asset Type fields.
To delete an asset under individual account:
1. Open the View Individual Client Details (Active) page.
Note: Click ALL to view the complete list of individual clients, as shown in the Figure 12-14-1.
2. In the View Individual Client Details (Active) page, click User Name under which you want to delete an asset.
3. Account Details (Individual Account) page opens.
4. Check against the Asset Name under which Assets need to be deleted, as shown in the Figure 12-37-1.
5.
Click .
A delete confirmation box pops-up. Click to confirm deletion.
To recover an asset under individual account:
1. Open the View Individual Client Details (Active) page.
Note: Click ALL to view the complete list of individual clients, as shown in the Figure 12-14-1.
2. In the View Individual Client Details (Active) page, click User Name under which you want to recover an asset.
3.
Account Details (Individual
Account) page opens. Click under the Account ID to open the Deleted
Items View.
4. In the Deleted Items View, check against the Asset Name under which Assets need to be recovered, as shown in the Figure 12-38-1.
5.
Click .
A recover confirmation box pops-up. Click to recover.
Tip: You can delete assets
permanently by clicking under Assets in the Deleted Items View.