bigWebDesk User Guide
Easy to use
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Three Ways to Generate a new service request
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
Once an email has been sent, a
technician will be notified,
and the user will
notification and a ticket ID.
Contacting a help desk
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.
The Help Desk administrator will
the ask is user a series
Once thenticketthesubmitted, theof
technician assigned to the request
questions to help direct the call
to user requesting will
and the the correct technician.
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
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?’
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
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
screen, users the
By opening one ofwill have 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
User then will
Once the ticket is completely receive notification
filled out the user will need that their ticket was
to hit the ‘Submit this created successfully.
User will always stay attached to their
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.
Enter new message here
Then click send message
Help Desk software made easy!
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BigWebDesk allows user to easily
submit, track, and monitor their support request.