Help Desk Tool

User Guide
Contents
Version 1.0
2 About/ Login
3 Create/ File a Ticket May 2016
4 Monitor Ticket Status
7 View Ticket Details
8 Send Message to Help Desk
9 Close Resolved Ticket
10 Re-open Resolved Ticket

© 2016 Concentrix Corporation Confidential

About the Help Desk Tool
You can use the Help Desk tool to file a ticket for requests and Login
incidents to ensure availability and quality of service operations.
Login at https://helpdesk-prod.concentrix.com/
There are two types of tickets that you can create: using your Global AD account.

An incident is either a problem with A request for information, or advice,

or for a change in or access to an IT Logout
an IT service or a need for action by
the responding group. For example, service. For example, an request from To log out, just click on your name (located at the top-right
you can’t access SSO or Fusion; a new user for workstation; a software
corner of the Help Desk Tool page), then click Logout.
need final pay for a terminating update; creation of a distribution list;
employee; benefits are wrong, etc. procurement of an IT peripheral, etc.;
HR request for information on a plan
or program; how to update payroll, etc.

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Create/ File a Ticket
1. New Ticket Wizard appears after successful login. 1
2
In case you have closed the wizard, just click on the
Create A Ticket icon at home page.
2. Select the type of ticket you want create.
Corresponding form will display.
3
3. Fill in the necessary information. Click Next to proceed to the next fields
Click Submit once done
• Creator Info- Location
• Issue/request Creator information is automatically filled in based on log in info.
• Effects of the issue (for Incident ticket) However, you can still update it.
• Issue/request description Notes:
Important: • Just by changing the full name, other fields will auto-fill in.
If you update the creator info. after providing the However, you can still update them.
request/issue, request/issue fields will reset.
• When “Location” field is empty, you must fill it in.
Click Next to proceed to the next fields.
4. If you create the ticket on behalf of other employee,
check “If this ticket is on behalf of another” , then Issues in the selection are based on the ticket creator’s
provide his/her Fusion employee ID number and name. country, location, and account
Note: This is applicable for example, when HR officer files a Ticket Department- the department that can relate and
ticket for the request of an employee. respond to your issue or request. Once filled in,
corresponding categories will be available.
5. Submit the form.
After successful submission, a message with the ticket
no. will display.
4
This is the last portion in the
ticket creation wizard

© 2016 Concentrix Corporation Confidential

Monitor Ticket Status
A. Email Notifications When ticket is updated (e.g. resolved, re-opened, closed, etc.)
You will receive email notifications from Concentrix Help Desk for every …
update of the ticket you created (ticket creation/ hold/ un-hold/ To: <Ticket Creator>
Subject: Concentrix Helpdesk Ticket Update ( IN-49 )
resolved/closed and new ticket thread post).

Here are the sample email notifications:

When ticket is created

From: Concentrix Help Desk <reply-helpdesk@concentrix.com>

Sent: Tuesday, March 22, 2016 2:39 PM Ticket updates in
To: <Ticket Creator> the email body
Subject: Concentrix Helpdesk Ticket Opened ( IN-49 ) Ticket number

© 2016 Concentrix Corporation Confidential 4

Monitor Ticket Status
When ticket is closed, you will receive CSAT survey email
…
To: <Ticket creator>
Subject: Help Desk CSAT Survey

© 2016 Concentrix Corporation Confidential 5

Monitor Ticket Status
B. Tickets List
You can also check the ticket status though the tickets list.
To do this, In Help Desk tool home page, click on My Incident/ My
Service Request.

Filter the list per ticket

status

SR- service request Tickets are color-

IN- incident coded based on ticket
EI- email incident status
OST- OS ticket

© 2016 Concentrix Corporation Confidential 6

View Ticket Details
1
To view ticket details,
1. In Help Desk tool home page, click on My Incident/ My Service
Request. Ticket list will display.
2. Select a ticket to view, then click View.
Note: You can view multiple tickets at a time, just click on My Incidents/
My Service Request tab, then select the ticket.

Click to close view

© 2016 Concentrix Corporation Confidential 7

Send Message to Help Desk
1. In Help Desk tool home page, click on My Incident/ My Service
Request. Tickets list will display. 1
2. Select a ticket, then click View. Ticket details will display.
3. Enter message and attach related files when necessary.
4. Click Post, then click Yes to confirm. Help Desk will be notified via email.

Conversations are
posted here

© 2016 Concentrix Corporation Confidential 8

Close Resolved Ticket
Once Help Desk resolved your ticket, your ticket will be 1
automatically closed after 5 days. However, you can
manually close it.

To do this,
1. In Help Desk tool home page, click on My Incident/
My Service Request. Tickets list will display.
2. Select the resolved ticket to close, then click View.
Ticket details will display.
3. Click Close Ticket located at the bottom of the page.
A pop-up window will appear.
4. Enter close message, then save.
Important: You can no longer reopen a ticket once
closed.

© 2016 Concentrix Corporation Confidential 9

Re-open Resolved Ticket
If you are not satisfied with the ticket resolution, you can
1
re-open the ticket within 5 days. Note that you can no
longer re-open the ticket once closed.

To re-open a ticket,
1. In Help Desk tool home page, click on My Incident/
My Service Request. Tickets list will display.
2. Select the resolved ticket to re-open, then click
View. Ticket details will display.
3. Click Re-open Ticket located at the bottom of the
page. A confirmation message will display. Click Yes.

© 2016 Concentrix Corporation Confidential 10

Document History
Version No. Date Description
1.0 May 13, 2016 Initial Document

© 2016 Concentrix Corporation Confidential 11