bigWebDesk User Guide
Easy to use Maintain accountability Fully web-based Efficient
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Three Ways to Generate a new service request
Via Email Contacting a help desk administrator Logging in through the web
Submitting request via email
Through email parsing, users will be able to send support request through their normal email platforms. Email support strings will be provide by the system administrators.
Once an email has been sent, a technician will be notified, and the user will automatically receive notification and a ticket ID.
Contacting a help desk administrator
First the Help Desk administrator will ask for the user’s name. Users who have access to call-in support ask are able to Next they will staffthe user for contact a helpdesk administrator via additional information that will be phone aid the organization’s necessary toto log service requests. support staff.
The Help Desk administrator will Once thenticketthesubmitted, theof the ask is user a series technician assigned to the request questions to help direct the call and the the correct technician. to user requesting will automatically receive notification that the ticket has been issued.
Logging in through the Web
To access bigWebDesk users will need to open up their Internet browser and logon to http://login.bigwebapps.com
Remember there is no ‘www’ listed before the address. Users will then be prompted to enter in their email and password. If a user has forgotten their password they will be able to retrieve it by selecting the ‘Forgot password?’ link.
User Home Page
Once a users is logged in they will then have the ability to;
Update their profile Create a New Ticket Review current open tickets Review previously closed tickets Search a knowledgebase
We keep the user side as simple as possible!
User are always able to review previously closed out requests
By accessing ‘My closed tickets’ on the user’s home By opening one ofwill have the screen, users the ‘Closed’ tickets users will be ability to review previously able to ‘Reopen Ticket’ submitted work requests.
issues to an ‘Open’ status alerting the technician to revisit the request.
User Entering a New Ticket
User will then be presented a ticket that has been designed by their help desk staff. Certain fields may be required before the user is able to submit the request. Once the ticket is completely filled out the user will need to hit the ‘Submit this Ticket’ link.
User then will receive notification that their ticket was created successfully.
User will always stay attached to their requests
At any time during the lifecycle of the ticket users are able to log on and review the status of all their open tickets. By selecting a ticket number users can see a detailed version of the ticket as well as send a message to their technician. Then click send message
Enter new message here
Help Desk software made easy!
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BigWebDesk allows user to easily submit, track, and monitor their support request.