This post is part of a series on using the new SAManage Help Desk Software. Other posts in the series include Introducing your new help desk, Working with tickets, Personalizing your end-user support portal, and Customizing your Help Desk.
Using the End-User Support Portal
Your users will be submitting new tickets, and checking on ticket status, through your custom help desk portal, which you can brand with your company name, logo, and an easy-to-remember URL. All your users will need to create a new support request is an e-mail address, and a summary and description of their issue. They will also have the option to select the ticket type, provide the name of the affected asset, and indicate the priority of the request and a desired due date, to convey urgency to the help desk team. Once the new ticket is submitted, the user will automatically receive a confirmation e-mail, and the new ticket will appear in your help desk system.
Configure an Easy-to-Remember URL
Your new help desk software allows you to create a private URL that will give your users access to the support center from any Web-enabled location. Clicking on SAManage help desk setup will enable you to customize your end-user portal by changing the name, adding your logo, and setting up a simple, easy to remember custom URL (for example support.acme.com). This URL will take users directly to your portal.
To create your easy to remember URL, you must create a custom URL redirect record with your domain host. In most cases, this can be done by simply signing in to your DNS management console, and looking for DNS Management or Name Server Management. Next, create a new record with an easy-to-remember URL (for example, support.acme.com), and set that record to redirect visitors to the external help desk URL as defined in SAManage.
Publish the new URL (support.acme.com) to your users, and ask them to use it to submit any new help desk requests. When users type the support.acme.com URL into their browser, they will instantly be taken to your new help desk environment. It’s as simple as that.