HelpDesk Manual

Август 12, 2022

Содержание

2. Introduction. Login and password. Link to HelpDesk (be sure to save in Bookmarks) https://helpdesk.office.lan/
3. 2) Login to the system. Russian only, there’s no language change option
4. 3.0 Beginning of work Enter your data (name, surname) Fill in the field “E-mail”. It will
5. 3.1. Beginning of work. Select the section ”Projects”
6. 3.2. Beginning of work. Select your project (for Nepal — info-npl@1xbet-team.com)
7. 3.3. Beginning of work. Choose “Входящие” (“Inbox”*) *mention that in some cases names can’t be changed
8. 3.4. Beginning of work. Select “Open” to see all unanswered letters, then click “Apply”.
9. 4. List of all incoming requests. Here is your main “workplace”. Here you can see all
10. 5.Monitor new requests. You shall update the page regularly to monitor new requests.
11. 6.1. Respond to a new request (letter). You shall select the letter that requires a response,
12. 6.2.Respond to a new request Read the text of the letter, click on the attachments/screenshots to
13. 6.3. Respond to a new request Write a response. Select the status “В работе” ("In Progress”)
14. 6.4. close the request. You shall close the request if the answer is final.
15. 6.4. close the request. If there’s no need to answer to a letter, you can close
16. 6.5 Special case Sometimes there can be cases, when after closing the letter, you will see
17. 7. Monitor new requests. Return to the “Issues" section You shall update the page regularly to
18. 8.Open empty letters. There is a second way to open any letter (the first is to
19. 9. Requests in another language. Send such requests through the “Edit” button to the mails of
20. 10. Update addresser contact (if the letter is from no-reply) Click on “update” button, wait for
21. 10. Update addresser contact (if the letter is from no-reply) You shall copy the client’s e-mail
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Introduction. Login and password.
Link to HelpDesk (be sure to save in

Bookmarks) https://helpdesk.office.lan/

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2) Login to the system. Russian only, there’s no language change

option

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3.0 Beginning of work
Enter your data (name, surname)
Fill in the

field “E-mail”. It will contain your Windows login + @office.lan
Example: your Windows login is neybauer.e. Your e-mail will be: neybauer.e@office.lan

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3.1. Beginning of work.
Select the section ”Projects”

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3.2. Beginning of work.
Select your project (for Nepal — info-npl@1xbet-team.com)

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3.3. Beginning of work.
Choose “Входящие” (“Inbox”)
mention that in some cases names
can’t

be changed to Russian
language, so in that instruction
English translation is only for
your understanding

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3.4. Beginning of work.
Select “Open” to see all unanswered letters, then

click “Apply”.

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4. List of all incoming requests.
Here is your main “workplace”.
Here you

can see all incoming letters, already answered and not yet answered. If necessary, click “Apply” to see new letters.

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5.Monitor new requests.
You shall update the page regularly to monitor

new requests.

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6.1. Respond to a new request (letter).
You shall select the letter

that requires a response, with the status “New” and click on the text of the letter or on the number (#).

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6.2.Respond to a new request
Read the text of the letter, click

on the attachments/screenshots to view them.
Click on “Reply”.

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6.3. Respond to a new request
Write a response.
Select the status “В

работе” ("In Progress”) if the issue has not been resolved yet and the client has to wait (as in the example) OR the status “Закрыта” (“Closed”), if the issue has already been resolved and the answer is final.

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6.4. close the request.
You shall close the request if the

answer is final.

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6.4. close the request.
If there’s no need to answer to

a letter, you can close it this way (right mouse button on the letter).

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6.5 Special case
Sometimes there can be cases, when after closing the

letter, you will see that someone worked with your letter while you were working with it, too. You will see his answer to the client in the comments.
In this case there are 2 ways:
Choose the first one, if there are more questions you need to ask.
Choose the third one, if you agree with another operator’s answer.

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7. Monitor new requests.
Return to the “Issues" section
You shall update

the page regularly to monitor new requests.

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8.Open empty letters.
There is a second way to open any

letter (the first is to click on the text of the letter on the right or to click on its number (#)) - right-click on the letter and select “Edit”

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9. Requests in another language.
Send such requests through the “Edit” button

to the mails of the corresponding support and DO NOT close them. After that return to your project.
The letter on our project disappears because we returned it to the project needed.

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