Helpdesk List

To add a new helpdesk call click the 'Create a call' button in the toolbar at the top left side of Helpdesk List.

Click the call title to open the call and view/edit the details.

Click the search filter button in the toolbar, and an a panel of search filters is opened. Search Filters change or restrict what helpdesk calls are shown in the list. After selecting the search filter you need, click the 'Search' button to update the results shown in the list.

Or run a search by entering the keyword(s) into the 'full text search' field, and then press the Search button. The List will be updated to only show the search results

Available search filter options are:

1. Open (List Views)The list views options are all, open, recently updated, and created by me. The default option applied to the list is Open, which shows all open called for your company. Recently updated sorts the calls on modified date. Created by me restricts the list to only show call that you logged on the helpdesk. All will display all helpdesk calls for your company of Opened and Closed status.
2. PrioritiesUse the drop down list to only show calls for the selected priority. The priorities that can be assigned to helpdesk calls are Low, Medium and Critical.
3. Call Number or UsernameType part of a staff members name, to update the list to only show calls assigned to that user name or staff member. Or look-up a helpdesk call by typing the helpdesk call number. Click Search to show the search results.
4. CategoriesUse the drop down list to only show calls for a selected category. The categories within the list represent each of the Synergy modules or functions.
5. Full Text Search - Search all calls for the keyword entered into this field. The helpdesk call fields that will be searched within is controlled by the 'search fields' options.
6. Date From / ToClick the 'Date From' or 'Date To' buttons to select a date from the drop down calendar. When the search is run, only helpdesk calls 'Opened' within the period are shown. Tip: This is not searching the updated date, only the call opened date.
7. Search in FieldsAll the search in fields options are checked by default. Uncheck items you do not want to search within when looking up for helpdesk calls for your company. The fields that can be searched upon are Title, Description, Solution, Notes, Attachments, Category, and Priority.

Click the Select a Sorting Option button in the toolbar, to open the sort helpdesk calls panel.

1. The sorted fields available from the helpdesk call are: Call number, Title, User Name, Priority, Category, Date Updated, Date Opened, and Date Closed.
2. Click the up arrow to sort in ascending order.
3. Or the down arrow to sort in descending order.

Click the refresh button located in the top left side of the toolbar, to update the list to show the latest calls added.

Click on any of the email addresses shown in blue in the list, and a new email message addressed to the user will open in the default email client.

1. Total CallsA count of how many calls are currently displayed in the list.
2. Call NumberThe unique number assigned to the helpdesk call.
3. StatusThe status of Open is displayed if the Total Synergy Support Team are still working on the query, and the status of Closed is displayed if the work has been completed.
4. TitleThe short description shown as the heading for the helpdesk call. Click on the title to open the call and view/edit the details.
5. DescriptionA long description of the helpdesk call to describe what assistance is required from the Total Synergy Support Team.
6. User NameThe user name of the staff member at your company to which the helpdesk call is assigned.
7. User EmailThe email address of the staff member to which the helpdesk call is assigned.
8. PriorityThe priority of the helpdesk call is shown, which reflects how urgently the query should be answered by the Total Synergy Support Team. The priority options are: Unknown, Low, Medium, or Critical. Critical priority calls are shown in red, Medium priority calls are shown in yellow, and Low priority calls are shown in green.
9. CategoryThe module in Synergy Practice Management which you require help for in this helpdesk call.
10. UpdatedThe last date that the call was updated. This is the date that either the general call details were updated, or when a note was added with an update about the call progress.
11. OpenedThe date that this call was initially opened for the Total Synergy Support Team to investigation the query.
12. ClosedThe date the query raised within the helpdesk call was completed or resolved.