Admira Helpdesk

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Admira Helpdesk is an online support center for managing queries and incidents. This document explains how this tool works as well as its most outstanding benefits and services.

Why Admira Helpdesk?

Admira Helpdesk is a very intuitive and effective usability tool. The main advantages are detailed below, which represent a great change in the management of queries and incidents:

  • Reducción del tiempo de espera de respuesta ante la consulta de un cliente, provocando una mayor satisfacción del servicio recibido.
  • Less risk of information loss due to the fact that all procedures are recorded and recorded on the platform, with a specific follow-up ticket.
  • Union of telephone assistance with the Helpdesk that gives visibility to the incidents attended to that are not registered in any other channel.
  • In the medium term, have more information on the type of incidents dealt with and detect recurring incidents in various projects with greater agility.
  • More agile follow-up thanks to the fact that all incidents are received in a single contact email for the client, with visibility for the entire technical assistance team.
  • Admira Helpdesk supports editing the subject of tickets, allowing them to be more explanatory for quick management. It is proposed to use structures with elements such as: [project name] + [incident type] [location/centre].

When an incident is opened in Admira Helpdesk (from the online platform or by email to soporte@admira.com) a ticket is automatically created with a tracking number that facilitates management for agents and allows for a more agile and organized response.

There are two user roles on the platform:

  • 1
    Administrators/agents
  • 2
    Users/clients

These two profiles have different options and tools for managing tickets. The differences between administrators and users are detailed below.

Administrator/Agent

The administrators or agents are in charge of managing the tickets on the platform. For this they have at their disposal a series of tools that facilitate their management. All tickets must include the following information:

Subject

Description or summary of the request.

Applicant

Email of the support center end user who opens the ticket or email of the agent who creates the ticket.

Type

Classification of the ticket according to the management that the agent has to do.

Priority

This information is assigned by the agent.

Once the ticket has been created with all the requested information, for better management, the agent assigns a status:

  • sites_nuevo_admira_digital
    New: Newly created ticket that has not yet been assigned to an agent.
  • sites_abierto_admira_digital
    Open: Ticket already assigned to an agent and pending response by the technical team.
  • sites_pendiente_admira_digital
    Pending: Ticket answered by the agents and pending confirmation from the applicant.
  • sites_espera_admira_digital
    Waiting: Ticket already managed by an agent, awaiting confirmation of resolution or further information, either from the applicant or from a third party involved in its management.
  • sites_solventado_admira_digital
    Solved: Action completed and incident/query resolved.
Ticket List

In order to find a ticket more easily, agents can filter the registered ones by different search criteria: subject, requesting user, assigned agent, number, type, status and priority.

Ticket Search

In order to find a ticket more easily, agents can filter the registered ones by different search criteria: subject, requesting user, assigned agent, number, type, status and priority.

  • Keep only valid tickets open. It is very important that each follow-up ticket is in the correct status. In addition, it is advisable that the status change be made before sending the response to the client, so that it is reflected in the email that the client will receive.
  • Assign an agent and other recipients: when the ticket arrives, the agent who will be in charge of the management must be assigned.
  • Add a copy of the people involved in the project, such as its Project Manager, or depending on the incident, members of the design team or technical manager for follow-up.

User/Client

Users, ultimately the people who receive the service we are monitoring, can create tickets in two ways:

How to register in Admira Helpdesk as a user?

Once the email and access password have been entered, a confirmation email will be sent with a link to activate the account. After completing the Admira Helpdesk login process, the customer must click on “Create new ticket” and complete the form fields to open a support request. The fields to be filled in by the user are: Subject, Query or Incident (explanation text), being able to copy any email if desired.

New ticket

For greater search optimization, the client can filter their tickets by different search criteria: subject, status and ticket number.


In addition, management from Admira HekpDesk allows you to quickly see which are the queries made directly from the user/email itself and which are generated by the project team in which the user is in a copy at an informative level.

Prohibited emails

To prevent unwanted tickets from being created on the platform, Admira Helpdesk has a tool that allows you to block spam email accounts. Management is done from the side menu, in the Forbidden Mail section. An agent user can always access to update which emails are part of this list.

Admira Technical Support Service

sites_soporte_admira_digital

All queries or incidents related to the operation of the software will be dealt with by our internal Technical Support team, whether they are sent to support@admira.com or through our HelpDesk.

Customer service hours are from 8:30 a.m. to 8:00 p.m. from Monday to Friday. The maximum term for the response and resolution of the query will be determined by the SLA of the service contracted by each user. You can make your queries in Spanish, Catalan, English, French and Portuguese.

Admira’s Technical Support Service is made up of its own team of highly qualified technicians, with extensive experience in managing digital signage circuits, hardware, networking, installation of equipment in the POS and Windows, Linux and Android operating systems. For those incidents that cannot be solved by support technicians, there is an escalation protocol so that developers can solve the problem quickly and agilely.

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