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:
When an incident is opened in the Admira Helpdesk (from the online platform or via email to firstname.lastname@example.org), 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:
These two profiles have differentiated options and tools for ticket management. The following are the differences between administrators and users.
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:
Description or summary of the request.
Support Centre end user email that opens the ticket or email of the agent creating the ticket.
Classification of the ticket according to the action that the agent has to take.
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:
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.
Some recommendations for good day-to-day ticket management are as follows:
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.
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.
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
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 email@example.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.