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Create a Helpdesk Call

Open the Helpdesk List by clicking the expand menu button in the top toolbar , and then select Support. Next click the Helpdesk button in the Support toolbar.

Why create a new helpdesk call?

Create a new call in the Total Synergy helpdesk when your company:

  1. Has a question about how to use a Synergy feature.
  2. Needs help installing or upgrading Synergy.
  3. Wants to report an issue about using a Synergy feature.

Tip: If you are reporting an urgent issue, please contact the Total Synergy Support Team by phone on +61 2 8197 9000.

Actions available

ClosedHow to create a helpdesk call
  1. Click the Create a Call button in the helpdesk toolbar.
  2. Type a title to be the heading of the helpdesk call.
  3. Enter a description of query you have about Synergy Practice Management.
  4. Select a category to outline which module of Synergy the query relates to.
  5. Click Save .

Tips:

  • To send the email updates to another staff member at your company, select that staff member from the User drop down list.
  • All new helpdesk calls will default to Low priority, and this will be updated by the Total Synergy Support Team when they review the helpdesk call.
  • Click the Back to List button to cancel the helpdesk call creation.
ClosedAdd attachments

Add files as attachments to the call for the Total Synergy Support Team to review.

  1. Attachments can be added after the call is saved, and the call number is assigned.
  2. Click the 'Add attachments' button .
  3. Attach Files by either:
    1. Drag and Drop - Locate the files in Windows Explorer, and drag and drop the files onto the attach files window.
    2. Add Files - Click the 'Add files' button, and locate the files to add to the call on your computer/network.
  4. Click the 'Upload all' button.
  5. Wait until all attachments are shown as 'Done'.
  6. Click Close.
  7. The new attachments are listed in the files panel.

Tip: Uploaded the wrong file? Click the delete button next to the file to remove it from the call.

ClosedAdd additional notes

Add Notes to the helpdesk call to advise the Total Synergy Support Team of additional information.

  1. Click the 'Add note' button .
  2. Type the new note.
  3. Click Save .
  4. The Total Synergy Support will be automatically advised that a note has been added to the helpdesk call.

Tips:

  • System notes track the history of additions and amendments for the call. These are shown with this symbol.
  • Public notes are added by the client when creating the call, or by Total Synergy staff.These are shown with this symbol.
  • Show/Hide each Note type by selecting the 'Public' or 'System' buttons in the Notes toolbar.

Fields available

ClosedThe following fields are shown in the helpdesk call screen
  1. Call NumberClosedThe unique helpdesk call number is automatically assigned to the call after it is saved.
  2. TitleClosedEnter the heading of the call which is shown in the list. 50 characters are allowed.
  3. DescriptionClosedEnter the details of the query which are shown in the list. 2000 characters are allowed.
  4. CategoryClosedSelect from the drop down list which Synergy module the helpdesk call is for that you are creating. This defaults to a blank selection to ensure that the user always selects a new category for the helpdesk call.
  5. UserClosedSelect which staff member from your company will receive the updates for this call. This is the person that the Total Synergy Support Team will call/email if they have any follow up questions.
  6. NotesClosedThe notes panel can be viewed when the new call has been saved and assigned a helpdesk call number. System and Public notes are shown in this panel. System notes are created to audit when details of the call are updated. Public notes are added by the client to advise Total Synergy Support of more details about the call, or by Total Synergy Support to advise the client of an progress update or solution for the query.
  7. AttachmentsClosedAttachments panel can be viewed when the new call has been saved and assigned a helpdesk call number. Add files to the call for the Total Synergy Support Team to review.
  8. SolutionClosedThis field is displayed after the helpdesk call has been saved and a call number assigned. A solution must be entered before a helpdesk call can be closed. The Total Synergy Support Team will enter the solution to the query in this field. 2000 characters are allowed.

Want to learn more?

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