Onpoint Helpdesk Ticketing Solution

Introduction

Welcome to the Onpoint Helpdesk Ticketing Solution tutorial! In this comprehensive guide, we will walk you through the entire process of using our platform to manage and resolve customer support requests effectively. As a helpdesk administrator or team member, you will learn how to set up and customize your instance, manage tickets, and collaborate with your team to deliver exceptional customer service.

Before We Begin

Before diving into the tutorial, please ensure you have the following:

1. Access to the Onpoint Helpdesk platform.
2. A basic understanding of ticketing systems and customer support principles.

If you are new to Onpoint, it is recommended that you start by watching the quick start video and familiarizing yourself with the platform's interface.

Part 1: Setting Up and Customizing Your Instance

Setting Up Your Instance

1. Log in to your Onpoint Helpdesk instance.
2. Click on the "Settings" icon in the top-right corner of the screen and select "Customize".
3. In the Customization panel, you can adjust your theme, add a logo, and upload custom CSS files.
4. You can also set up email templates, notifications, and integrations from this panel.

Creating User Accounts

1. Click on the "User" tab in the top navigation menu.
2. Click the "Add User" button to create a new user account.
3. Fill in the required fields, such as username, email address, and role (admin, agent, or viewer).
4. Assign permissions to each user by selecting the relevant permission sets.

Creating a Support Agent Team

1. Click on the "Teams" tab in the top navigation menu.
2. Click the "Add Team" button to create a new team.
3. Assign the created users to the team, selecting their roles and permissions.
4. Create team members by adding existing users to the team.

Part 2: Creating and Managing Tickets

Creating Tickets

1. Click on the "Tickets" tab in the top navigation menu.
2. Click the "Create Ticket" button to start creating a new ticket.
3. Fill in the required fields, such as subject, category, priority, and description.
4. Choose the user who submitted the ticket by selecting their name from the dropdown list.

Assigning and Managing Tickets

1. In the ticket list view, filter tickets by status, priority, or created date.
2. Click on a ticket to open its detail view.
3. Assign tickets to specific agents or teams by clicking the "Assign" button.
4. Update ticket status and resolution using the dropdown list or enter custom comments.

Ticket Prioritization

1. Prioritize tickets based on urgency and importance.
2. Set up custom priority levels, such as high, medium, and low, by navigating to "Settings" > "Priority".
3. Assign priority levels to individual tickets by selecting from the dropdown list.

Part 3: Reporting and Analytics

Viewing and Creating Reports

1. Click on the "Reports" tab in the top navigation menu.
2. View pre-built reports on ticket statistics, agent performance, and customer engagement.
3. Create custom reports by selecting metrics, filters, and time periods.

Analyzing Ticket Statistics

1. View ticket statistics, including numbers, duration, and resolution rates.
2. Use analytics to identify trends, pinpoint issues, and optimize your support strategy.

Part 4: Integrating and Customizing

Integrations

1. Integrate your Onpoint Helpdesk instance with external applications, such as CRM systems, to enhance your support workflow.
2. Select integrations from the "Settings" menu > "Integrations".

Custom Scripting

1. Use custom scripting to create advanced automation rules, workflows, or business logic.
2. Access custom scripting features by navigating to "Settings" > "Custom Code".

Conclusion

Congratulations on completing this comprehensive tutorial on using the Onpoint Helpdesk Ticketing Solution! You now have a solid understanding of setting up and customizing your instance, creating and managing tickets, and analyzing ticket statistics and trends. To further enhance your skills, please consult our user documentation and knowledge base. Remember to explore the available resources, including tutorials, webinars, and support channels, to ensure you get the most out of your Onpoint Helpdesk platform.

Additional Resources:

• Onpoint Helpdesk User Documentation: [Link]
• Onpoint Helpdesk Knowledge Base: [Link]
• Onpoint Helpdesk Webinars and Tutorials: [Link]