Customer Guide

Last modified by Jo Anna Martinez on 2016/04/05 15:43

iGovPhil Helpdesk 

 

Use a modern browser with JavaScript support enabled when accessing the iGovPhil Helpdesk system. There are browser versions that are not supported such as Internet Explorer 8 and below, Firefox version 10 and below, and Safari version 5 and below.

The Customer Web Interface

The iGovPhil Helpdesk can be reached by typing https://helpdesk.i.gov.ph on your web browser’s address bar.

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If you are not a registered user yet, sign up for an account by clicking on the “Sign up now” link. 

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Fill out the fields in the “Create Account” form. All fields are required.

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Click the “Create” button to proceed with the creation of your account. An email notification will be sent to your registered email address with your Helpdesk account username and password.

If you want to go back to the login page, click on the “Back” link.

For registered users, simply input your username and password in the log in page and click on “Log In”.

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Forgot Password

If you forgot your password, you can use a password by clicking the “Forgot password?” link.

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A new window will appear asking for your username. Input your username then click on the “Submit” button.

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An email notification of your new password will be sent to your registered email address. You may change your password after your next successful login to the Helpdesk system.

The Dashboard for New Users

If this is your first time to log in to the Helpdesk system, you will be greeted by a welcome page. Click “Create your first ticket” button to create a ticket.

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The Dashboard for Old Users

The Dashboard is the first page that you will see every time you log in to the Helpdesk system. It acts as your account’s home page. 

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  • My Tickets: view tickets in tab format (All, Open, Close with numbers beside them); click the tab to view the respective information
  • New Ticket: creates new ticket when asking for support
  • Search: search for tickets (Open, Closed, Attachment Name). You can also save your search as template.
  • Preferences: to edit personal preferences, click on the “Icon Gear” at the top right corner of the dashboard section
  • Log Out: Exit from the Help Desk system

My Tickets

Helpdesk users can view their tickets in 3 classifications:

  1. All Tickets: lists all tickets in all states, open and closed
  2. Open Tickets: tickets with “Open” status or need to be answered
  3. Closed Tickets: tickets that are no longer active

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View Tickets

Select the ticket you want to view.

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Double-click the highlighted ticket to display its details.

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  • Click the “Back” icon to go back to the Dashboard - MyTickets
  • Click the “Print” icon to print the ticket
  • Click the “Collapse” Icon to show articles/tickets (show one article, show all articles)

Print Ticket

To print an article, click the “Print” icon to display the form. This form is in pdf format.

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New Ticket

To create a new ticket, click on the “New Ticket” tab.

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You will be directed to a request form.

  1. To – Select a service request from the drop down menu.
  2. Subject – input a subject ticket related to the support request or problem at hand.
  3. Request Description – user may provide a description of their support request and any relevant information to help resolve the problem. This serves as the body of the ticket. It is provided as a WYSIWYG (what you see is what you get) editor.
  4. Steps to reproduce the problem – users can briefly explain the problem in detail, and how it occurred.
  5. Attachment – If you have attachments to upload, you can click the “Browse ...” button then wait for the file browser to open. When the page reloads, it indicates that the uploading is done. Scroll down to the attachment area again and check if the file is present. If the file has been attached you will see a “Delete” button beside the file. You can delete the attached file if you wish and the browser reloads again.
  6. Priority – users can select according to the level of importance or severity of the problem. The default priority is ”3 Normal”. Modify the value from the drop-down accordingly.
  7. Submit – when the form is completely filled out, click the “Submit” button at the bottom of the page to submit your ticket.

After submitting the “New Ticket” form, this will automatically display in the Dashboard – My Tickets view under “Open” ticket tab. It can also be viewed in “All” tickets tab. The created ticket will sent to the helpdesk agent. User will have to wait for a response. A response from the helpdesk agent will be in bold letter or highlighted in the Dashboard – My Tickets view.

If a helpdesk agent's response has been submitted and the incident resolved, the user will receive a request to answer helpdesk evaluation or feedback form.

Search

The Search page is where you can search through your tickets. You can also save searches for later use.

To start a search query, click on the “Search” tab beside the “New Ticket” tab. A window for custom search will open.

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  1. Profile – shows your saved profile searches, otherwise known as your search templates.
    • Select – use to select saved template and the search word will be distributed to specific field
    • Delete – remove previously saved template
    • Search – click this after selecting a saved template and continue the search
  2. Ticket# – Search for the Ticket# or the CustomerID.
  3. Fulltext search in ticket - You can input additional search queries such as From, To, Cc, Subject, Text, or Sub Categories for more specific searches.
  4. Attachments – Search a file that has been attached to ticket.
  5. Services – search for queues that validity type is valid or active.
  6. Types – search for managed ticket types.
  7. Priority – Search for a ticket or tickets based on their priority level.
  8. State – Search for tickets according to status: Awaiting Confirmation, Closed (Successful, Unsuccessful), Merged and New.
  9. Time restrictions - Search based on selected date and time range.
  10. Save search as template? – Saved the search as template for future use.

The “Search” result can be in CSV or Excel format and in Normal and Print option.

User Profile

You can modify your user preferences based on your needs. You can select the web interface language, set the refresh interval for the ticket overview and choose the maximum amount of tickets to display. You can also set a new password through your user profile. Just click on the gear at the top of the page, beside the exit button.

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  1. Interface language: Choose your preferred language. The default is English (United States).
  2. Number of displayed tickets: Set the screen to be displayed after a ticket is created. Number of displayed tickets can be 15, 20, 25 or 30; click the “Update” button to save.
  3. Ticket overview: Set the refresh period for the overviews (Dashboards, LockedView, QueueView). You can set the refresh interval in minutes or turn off the refresh interval. Click the “Update” button to save.
  4. Change password: Change your password here by typing your current password first, then your new password in the “New password” field and “Verify password” field. Click the “Update” button once you’re done.

Log Out

If you want to log out of the system, click the log out icon at the top right corner of the dashboard.

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After you have successfully logged out, the helpdesk system will direct you to the login page of the iGovPhil Helpdesk system.

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Created by iGovPhil Wiki on 2015/04/18 21:09