from the main menu bar. e11 Help Desk Software Manual for customer support & service software
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There are functionalities, such as asset manager and multilingual support, which you may like to use for clients and representatives. You can view and modify these functionalities for both the clients and the representatives, using the Enable/Disable Functionality feature.
Steps to enable Client Section NT Authentication
Representative Functionalities
To enable/disable client section functionalities:
1. Click from the main menu bar.
2. On the View Settings page, click on Configure Your Helpdesk
.
3. Configure Your Helpdesk page opens, as shown in the Figure 3-1-1.
4. Click Enable/Disable Functionalities 
to
open Modify Functionalities page, as shown in the Figure 3-1-2.
5. To enable or disable the functionalities used in the client
section, click Show/Modify Client Section Functionality 
.
6. Modify Client Section page opens. Enter information in the following fields, as shown in the Figure 3-1-3:
Field |
Description |
|
Add Client from login page |
Select this to add client from login page. On the other hand, leaving the box unchecked will disable the add client link in the login page. This will not allow you to add client from the login page. |
|
Authentication Mechanism |
There are three types of authentication mechanism: HASH, PASS and LDAP. HASH: HASH authentication can be used for clients coming from a third party website who need to be validated. PASS: PASS authentication is the simplest form of authentication for username and password. LDAP: LDAP authentication can be used to build a centralized authentication system to avoid data replication and increase data consistency. |
|
Client can see Profile |
Choose Yes to enable the client name in the Inbox. This will allow the client to view and update his profile. On the other hand, select No to disable the client name. |
|
Default language for client |
Default language is the language that will be taken by the software automatically, if the client has specified nothing. Choose the default language for the client from the drop-down menu. |
|
Enable Reports in Client Section |
Select this to provide access to the clients on their own reports. You can choose the reports in which your clients have access by selecting the box under Reporting Rights in Add New Client Group page. On the other hand, leaving the box unchecked will not allow the clients to have access to their own reports. |
|
Login Screen Page |
Enter the name of the HTML page, which you want to display as Welcome page on the Login Screen Page. |
|
Multilingual Support |
Multilingual Support allows clients to create tickets in the language of their choice. Select this to enable the multilingual support in the login screen drop-down. On the other hand, leaving the box unchecked will disable the multilingual support. |
|
NT User Authentication |
Select this to enable NT User Authentication, while adding a client profile or a corporate account. On the other hand, leaving the box unchecked will disable the NT User Authentication. |
|
Page After Login Screen |
Welcome page is the first page that you will see after the login screen. Select Page After Login Screen to switch on the Welcome page. To change the content of the page, search for welcomeadmin.html in the e11Helpdesk folder. |
|
Rep thread title in ticket reply screen |
Select this to view on Client Reply Screen, the name and e-mail id of the representative who responds to the ticket. On the other hand, leaving the box unchecked will only show the Helpdesk. |
|
Rep thread title in ticket view screen |
Select this to view on Client View Screen the name and e-mail id of the representative who responds to the ticket. On the other hand, leaving the box unchecked will show only the Helpdesk. |
|
Self Help |
Self Help link provides online
help for the clients. Select this to enable the Self Help link
Leaving the box unchecked will disable the Self Help link. |
|
Show Priority in the inbox as |
Choose how to display the Priority in the Inbox, i.e., Icon or Label. |
|
Show Status in the inbox as |
Choose how to display the Status in the Inbox, i.e., Icon or Label. |
|
Ticket Type |
Ticket Type allows you to segregate the tickets on the basis of problems, such as Bug, General Information and Complaint. Select this to enable ticket type while creating a new ticket, which will help you to identify a ticket. On the other hand, leaving the box unchecked will disable the ticket type. |
7. Click 
to save the information.
After a client submits a ticket, he can view the closed tickets/answers instantly from the Answer Book matching his query:
1. Open the Compose New Ticket page by clicking 
.
2. Enter the required information, as shown in the Figure 3-1-8.
3. Click 
.
As soon as the client click ,
he can view the most appropriate answer for the query from the Knowledge Base
instantly, as shown in the Figure 3-1-9.
Note: Some other related questions
will also be displayed at the bottom of the page. Click 
to find detailed information about them.
4. If the client is not satisfied with the answers then he can
create the ticket by clicking 
,
otherwise click 
.
Note: The client can also create a
ticket by clicking on 
,
if the answer displayed is not satisfactory for the query.
The
client can also modify a ticket and resubmit it, based on the available
answers, by clicking on 
.
To enable Client Section NT Authentication from e11Helpdesk application:
1. Open Modify Client Section.
2. Select NT User Authentication and click to enable it from the application.
3. Click 
- Dynamic Forms
-
Configure Address Book 
– Show/Modify Client Section Address Book
.
4. Click on caption NT Domain. Then add windows Domain Name (e.g., SCG), as shown in the Figure 3-1-5.
5. Click 
to save the changes.
6. Click 
to open View Individual Client Details (Active) page.
7. Click 
to open Add Client Profile page.
8. In the Add Client Profile page, choose Yes in Allow NT Authentication, select the NT Domain and enter all the other information, as shown in the Figure 3-1-6.
9. Click
.
10. Open Internet Explorer.
11. Click on Tools - Internet Options.
12. Select Security Tab.
13. Click on Internet, Local Intranet and Trusted Sites one by one. Select the lowest security level, click Default Level and then click OK for all to enable NT Authentication, as shown in the Figure 3-1-7.
To enable/disable functionalities of representative section:
1. Open the Modify Functionalities page.
2. To enable or disable the functionalities used in the
representative section, click Show/Modify Representative Section Functionality
.
3. Modify Representative Section page opens. Enter information in the following fields, as shown in the Figure 3-1-4:
Field |
Description |
|
Address Book Export/Import |
Select this to allow import/export of Address Book in the Address Book sections. Leaving the box unchecked will disable the import/export option. |
|
Asset Manager |
Select this to enable asset manager functionality under Settings - Manage Your Asset. Leaving the box unchecked will disable the asset manager functionality. |
|
Multilingual Support |
Multilingual Support allows the representatives to respond to the clients’ queries in the language of his/her choice, while logging in to the representative section. Select this to enable multilingual support in the login screen drop-down. Leaving the box unchecked will disable the multilingual support. |
|
Ticket Type |
Ticket Type allows you to segregate the tickets on the basis of problems such as Bug, General Information and Complaint. Select this to enable ticket type while creating and updating a ticket. Leaving the box unchecked will disable the ticket type. |
|
Due Date |
From the drop-down menu, choose modify the due date to allow the representatives to edit; view the due date to view; and disable the due date to hide while replying to a ticket. |
|
Self Help |
Self Help link provides online
help. Select this to display the Self Help link |
|
Default language for representative |
Default language is the language that will be taken by the software automatically, if the representative has specified nothing. Choose the default language for the representative from the drop-down menu. |
|
Page After Login Screen |
Select this to display the page after login screen. Leaving the box unchecked will not display the page after login screen. |
|
Login Screen Page |
Enter the name of the HTML page that you want to display as Welcome page after Login. |
|
Client Thread |
Selecting a client thread allows you to copy the content of the checked thread automatically while replying to a ticket. From the drop-down menu, choose View First Thread to check automatically the client first thread check box; View Last Thread to check automatically the client last thread check box and View All Thread to check all client thread check box in view window. |
|
Format of Ticket Display |
From the drop-down menu, choose the format (Ticket ID, Prefix-Ticket ID, Prefix-Ticket ID-Suffix, Prefix-Date-Ticket ID) for the Ticket No. to be displayed in the Inbox. |
|
Minimum width of Ticket ID |
Enter the minimum width of the Ticket ID in Inbox. |
|
View Ticket URL Link |
Select this to display the Ticket URL links in Predefined Variables list while creating and updating an auto-responder. On the other hand, leaving the box unchecked will not display the ticket URL links. |
|
View Deferred Ticket In |
Choose from the drop-down menu the location to view the deferred ticket. |
|
View Awaiting Response In |
Choose from the drop-down menu the location to view the awaiting response ticket. |
|
Global URL |
Select this to switch on Global URL link in the Client Profile. This provides link to third party websites. On the other hand, leaving the box unchecked will disable the global URL link. |
|
Attachment with Auto responder |
Select this to send the auto responder with attachment to the client. On the other hand, leaving the box unchecked will send the auto responder without attachment. |
|
Duration of Ticket Locking |
Enter the duration in seconds for which the ticket will be locked when updated by the representative. |
|
Duration of Asset Locking |
Enter the duration in seconds for which the asset will be locked, when updated by the representative. |
|
View Not Assign Queue |
Check this to view not-assign queue in the Inbox. Leaving the box unchecked will not allow the representative to view not-assign queue in the Inbox. |
|
Due Date Client |
From the drop-down menu, choose modify the due date to allow the client to edit; view the due date to view; and disable the due date to hide while updating a ticket in the Client Section. |
|
NT User Authentication |
Select this to enable NT User Authentication while adding a representative profile. Leaving the box unchecked will disable it. |
|
Representative thread title in ticket view screen |
Select this to view on Representative View Screen the name and e-mail id of the representative who responds to the ticket. On the other hand, leaving the box unchecked will only show the Helpdesk. |
|
Representative thread title in ticket reply screen |
Select this to view on Representative Reply Screen the name and e-mail id of the representative who responds to the ticket in. On the other hand, leaving the box unchecked will only show the Helpdesk. |
|
Representative Work Time |
Choose enable to view the clock, disable to hide the clock, editable to modify, auto start to automatically start the clock, or auto start editable to automatically start the clock with the modify option in the Representative Work Time while creating and replying to a ticket. |
|
Show Priority in the Inbox as |
Choose how to display the Priority in the Inbox, i.e., Icon or Label. |
|
Number of Clients |
Enter the number of clients to be displayed in the View Individual Client Details Active page. |
|
Default Client Profile View |
Choose from the drop-down menu the default client profile view (Individual or Corporate). |
|
Idle time for Inbox refresh (sec) |
Enter the duration in seconds after which the Inbox will be automatically refreshed. |
|
Show Status in the inbox as |
Choose how to display the Status in the Inbox, i.e., Icon or Label. |
|
Services |
Select this to enable the service functionality under Settings. Leaving the box unchecked will disable service functionality. |
|
Update Client via Email |
Select this to send the Auto Responder automatically to the client, every time the ticket is fixed, awaiting customer response or closed. On the other hand, leaving the box unchecked will not send the Auto Responders automatically. You can decide it on the Reply page, whether to send the Auto Responder or not. |
|
Client Account Renewal |
Select this to enable the Client Account Renewal rule in Add Client Profile page. This function helps you to specify the validity of a client account. You can send reminders before or after expiry of the client support account. It will also allow you to provide selective rights to your client after expiry of support account (for example, ability to create ticket for 2 days after expiry). On the other hand, leaving the box unchecked will disable the Client Account Renewal rule. |
|
Remove Permanently Deleted Ticket in |
Choose from the drop-down menu the time (10 Days – 100 Days), after which the deleted tickets will get deleted permanently. |
4. Click to save the information.
.
After a client submits a ticket by clicking on