HelpDesk

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Admira Helpdesk is an online support centre for incident and query management. This document explains the operation of this tool and its outstanding benefits and services.

Why an Admira Helpdesk?

Admira Helpdesk is a very intuitive and effective tool in usability. Here are the key benefits, which represent a big change in the management of queries and incidents:

  • Reduced response wait time for customer queries, resulting in greater satisfaction with the service received
  • Reduced risk of loss of information due to all transactions being noted and recorded on the platform, with a specific tracking ticket
  • Joining telephone support with the Helpdesk to give visibility to incidents that are handled over the phone and not recorded in any other channel
  • In the medium term, having more information on the typology of incidents dealt with and being able to detect recurrent incidents in different projects with greater agility
  • More agile follow-up with all incidents received in a single customer contact email, visible to the entire support team
  • Admira Helpdesk supports the editing of the ticket subject, with a view to making them more explanatory for faster processing and resolution. It is proposed to use structures with elements such as: [project name] + [incident type] [location/site]

When an incident is opened in the Admira Helpdesk (from the online platform or via email to soporte@ejemplo.com), a ticket with a tracking number is automatically created to facilitate management by the agents involved and ensure a more agile and organized response.

There are two user roles on the platform:

  • 1
    Administrators/Agents
  • 2
    Users/Customers

These two profiles have differentiated options and tools for ticket management. The following are the differences between administrators and users.

Administrator/Agent

Administrators or agents are responsible for managing tickets on the platform. A number of tools are available to help them manage them. All tickets must include the following information:

Subject

Description or summary of the request.

Requester

Support Centre end user email that opens the ticket or email of the agent creating the ticket.

Type

Classification of the ticket according to the action that the agent has to take.

Priority

This information is assigned by the agent.

Once the ticket has been created with all the requested information, the agent assigns it a status for optimal handling: 

  • New: A newly created ticket that has not yet been assigned to an agent
  • Open: Ticket assigned to an agent and awaiting a response from the technical team
  • Pending: Ticket answered by agents and pending confirmation from the requester
  • On hold: Ticket processed by an agent and pending confirmation of resolution or requiring further information, either from the requester or from a third party involved in dealing with the incident
  • Solved: Intervention completed and incident/query resolved
Tickets list

In order to be able to track a ticket more easily, agents can filter the registered tickets using different search criteria: Subject, requesting user, assigned agent, number, type, status and priority.

Ticket search

Some recommendations for good day-to-day ticket management are as follows:

  • Keep only current tickets open. It is very important that each tracking ticket is assigned the correct status. In addition, it is recommended that the status be changed before sending the response to the customer, so that it is reflected in the email that the customer receives
  • Assign an agent and other recipients: On arrival of the ticket, the person who will be responsible for handling the ticket must be assigned as the agent
  • Copy in the people involved in the project and their Project Manager or, depending on the incident, design team members or technical lead for follow-up

User/Customer

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

How do I register with Admira Helpdesk as a user?

Once you have entered your login email and password, a confirmation email will be sent with a link to activate your account. After completing the login process in Admira Helpdesk, the customer must click on “Create New Ticket” and complete the fields on the form to open a support request. The fields to be filled in by the user are: Subject, Query or Incident (explanatory text), and you can copy in any email if you wish.

New ticket

For further search optimization, the customer can filter their tickets using different search criteria: Subject, status and ticket number.

In addition, management by the Admira HelpDesk makes it easy to see which queries come directly from the user/email itself and which are generated by the project team where the user is copied in for their information.

Banned emails

To prevent unwanted tickets from being created on the platform, Admira Helpdesk has a tool to block spam email accounts. This is managed in the side menu in the Banned Email section. An agent user will always have access to update which email addresses are on this list.

Admira Technical Support Service

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

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

The Admira Technical Support Service is composed of a team of highly qualified technicians with extensive experience in managing digital signage circuits, hardware, networking, POS equipment installation, and Windows, Linux and Android operating systems. For issues that cannot be addressed by support technicians, there is an escalation protocol so that developers can resolve the problem promptly and efficiently.

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