HELP DESK GUIDE (AREA MANAGERS)

Website: HappyFox (www.help.pepperpointe.com)

 

OVERVIEW: 

The Pepperpointe technology team has a helpdesk in place to support our area managers with a wide range of issues.

Our helpdesk is powered by HappyFox.

The details and steps for submitting tickets, providing updates as needed, and monitoring tickets for agent replies. 

 

 

Website: HappyFox

 

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CREATING A TICKET

 

1. Click Submit Ticket button in the top right hand corner of the webpage.

2. Enter a subject for the ticket.

   1. It’s helpful to include the name of the practice that the ticket is in regard to.

3. Enter your message. 

   1. Be as detailed as possible. The more information we have the easier it is to help! 

4. Pictures are always helpful! 

   1. They can be added from the attachment box under the message field. 

5. Choose your category (mandatory).

   1. If unsure of which category to choose, select Help@Pepperpointe.

6. Choose the location of the practice having the issue.

   1. These are sorted by accounting location numbers.

7. Make sure you check the “I’m not a robot” box.

8. Then click on Create Ticket to submit your ticket. 

 

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PROVIDING RESPONSES TO TICKETS

 

1. To open a ticket from your dashboard, click on it.

2. Here you will be able to see all updates that have been submitted for your ticket. 

3. This includes your initial ticket and agent responses.

4. To add a reply to a ticket, click the button in the lower left corner.

5. This will open up a message box where you can type a reply to the agent.                                                                                    

6. After typing your reply, click send reply. 

7. You will also receive email notifications when a response is added to your ticket. 

8. It’s helpful to monitor these tickets regularly.

   1. If an agent asks a question, regular monitoring will allow for quick responses to help with a quick resolution to the issues. 

 

 

 

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HELP DESK DASHBOARD

 

 

Your dashboard is customizable to fit whatever layout works for you.

1. You can sort between (Left side of screen):

   1. Queues

      1. All Tickets

      2. Pending Tickets

      3. Closed Tickets

   2. Statues

   3. Categories

2. You can also sort your tickets by:

   1. Un-responded by agent

   2. Last Updated - Oldest to Recent

   3. Last Updated - Recent to Oldest

   4. Ticket ID - Ascending

   5. Ticket ID - Descending

   6. Priority - Lowest to Highest

   7. Priority - Highest to Lowest