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Update a Helpdesk Call

Open the Helpdesk List by selecting your name/Gravatar in the top toolbar, and then selecting Support. When in the Support area click the Helpdesk button in the Support toolbar. Click on a call title in blue to open a call.

Why update a helpdesk call?

Update a call in the Total Synergy helpdesk when:

  1. The Total Synergy Support Team has sent a response.
  2. Additional Notes need to be added to the call to explain the query further.
  3. Attach files to the call for Total Synergy Support to review.
  4. The call needs to be closed, as the solution the Total Synergy Support Team sent you has worked.

Tips:

Actions available

ClosedUpdate the helpdesk call

Update the details of the helpdesk call when extra information about the call is known. Common types of helpdesk call updates are:

ClosedChange which user the call is assigned to

Update which user is assigned to the helpdesk call, to get the update emails about the call sent to a different staff member at your company.

  1. Open the helpdesk call.
  2. Use the 'User' drop down list to choose which Staff member should be assigned to the call.
  3. Click the 'Save' button .

Tip: If the staff member is not in the list, add their details to the 'Direct Contact' tab.

ClosedChange the call status to closed

Close the helpdesk call when no further action is required. The Total Synergy Support Team can also close the call on your behalf, if you advise them that the solution they sent you has worked.

  1. Click the 'Close this call' button in the top toolbar.
  2. Type how the query was solved into the solution box and Save .
  3. The helpdesk calls list will re-open, and the call will be shown as closed status.

Tip: A closed call can be re-opened if further action is required.

ClosedReturn to the list view

Click the 'Cancel and back to the list' button in the top toolbar to close the call and return to viewing helpdesk list.

ClosedUsing Notes

Use the notes feature to provide the support team with more detail about the query.

ClosedAdd a note

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

  1. In the New Note panel type the extra details.
  2. Click Save button .
  3. The Total Synergy Support will be automatically advised that a note has been added to the helpdesk call.

Tip: Total Synergy Support are automatically notified when a note is added to the call by a client.

ClosedEdit an existing note

Edit a note if the note text if it was entered incorrectly. The Edit Note feature is only available for notes that you have added to the helpdesk call. The system notes will track what the note text was changed from, as part of the audit history of the helpdesk call.

Edit a helpdesk call note by:

  1. Click the 'Edit note' button next to the note you want to change.
  2. Update the note text.
  3. Click Save .

Tip: Edit note is available on notes you have created. If another user added the note, only they can edit the details.

ClosedShow or hide system and public notes

The 'Public' or 'System' buttons in the Notes toolbar let you to toggle what type of notes are shown.

  • System notes are added by the helpdesk to track when data is added or update on the call. System notes are shown with this symbol.
  • Public notes are added by the client or by Total Synergy staff, when providing additional information on the query.These are shown with this symbol.
ClosedExpand or collapse notes for the call

Use the buttons in the toolbar of the Notes panel to expand or collapse all the notes listed. This will expand/collapse both the system and public note types.

ClosedAdding Attachments

Include files as attachments to the call to provide extra information to the Total Synergy Support Team.

ClosedAdd attachments

Files can be added as attachments for the Total Synergy Support Team to review extra detail about the call, or when the Support Team are sending you back details on how to resolve the query. To attach files to a helpdesk call:

  1. Click the 'Attach files' button .
  2. 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 by browsing to the location on your computer/network.
  3. Click the 'Upload' button .
  4. Wait until all attachments are shown as 'Done'.
  5. The add attachments window will close and return you to the helpdesk call. The new attachments are listed in the attachments panel.
ClosedDelete an attachment

Click the delete button next to the attached file to remove it from the helpdesk call.

ClosedOpen an attachment

Click on the file name to open or download the attached file.

Fields available

ClosedThe following fields are shown in the helpdesk call
  1. Call NumberClosedThe unique helpdesk call number is automatically assigned to the helpdesk call after it is saved.
  2. TitleClosedEnter the heading of the call which is shown in the list. 50 characters are allowed.
  3. DescriptionClosedUpdate the description of the query which is shown in the list. 2000 characters are allowed.
  4. CategoryClosedUpdate the category to advise which module of Synergy that the helpdesk call relates to.
  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. NotesClosedSystem and Public notes are shown in this panel. System notes are created to keep an audit history of when the details of the helpdesk 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 added to the call for the Total Synergy Support Team to review are listed. Click the file name to open the file, or click the delete button to remove it from the call.
  8. SolutionClosedThe Total Synergy Support Team will enter the solution to the query in this field. A solution must be entered before a call can be closed. 2000 characters are allowed.

Tip: If the above helpdesk call fields are changed, an audit history of the changes is saved as a system note.

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