View Your Helpdesk Calls

A helpdesk call is a request for help to Nine9 Limited. If you are a contract support customer or you have recently purchased a website from Nine9 Limited, then you are eligible for technical support from us. NOTE website users are eligible for 90 days support from project completion, against site defects and bugs. Contextual changes do not apply and must be purchased separately.

This page consists of a view box, function buttons and the main grid viewer showing the selected type of call.

The current call types are:

1. Open – the default position showing outstanding calls with Nine9 Limited
2. Closed (Fixed) – showing all helpdesk calls that have been fixed
3. Pending – showing all calls that are awaiting third-party action, such as a hardware device being repaired
4. Closed (Superseded) – showing all calls that have been closed due to some other action beyond the control of Nine9 Limited. An example of a superseded action would be upgrading a PC to a later Operating System that fixes the problem
5. Hold – these calls are purposely put on hold pending some other action. Customers with calls on hold may be behind with support contract payments.

All new calls are created as open. You will not be able to change the status the of the call but can request this.

For instance if you want to view all closed calls with Nine9 Limited, you would select closed from the call type box and all closed helpdesk calls would then be shown (if any).

When you first start Helpdesk you will not have any calls outstanding. To create a new helpdesk call click the “Create New Call” button.

Uses of the Helpdesk System

You can also use the helpdesk system to report the following types of problem:

1. Report a problem with a Nine9Design Website
2. Report a problem at a customer office where a valid support contract is in place
3. Request information regarding Nine9 Limited services
4. Request a quote for goods and services

Create a new Helpdesk Call

The date of call and your name will already be inserted into the call details. You cannot change this information.

Insert a title description of the problem you are having into the “Summary” box. This will appear in the helpdesk call grid, so it is best to insert a good name to make it easier to identify the call when you have accrued many helpdesk calls.

In the “Detail” box insert a brief description of the problem. Include details of error messages or behaviour. Unfortunately you are currently unable to upload picture or screen shots of errors, but we are hoping for this functionality in later releases.

Finally select the priority of the call. There are four priority levels:

1. Low – the call is important but not urgent
2. Normal – the call should be addressed and actioned within 48 business hours of recording
3. High – the call should be addressed and actioned within 8 business hours of recording
4. Urgent – the call should be addressed immediately

When you are happy you have completed all the fields correctly click the “Add New Helpdesk Call” button. The details will be recorded on our Helpdesk system and you will receive an email as confirmation.

View Detail of Helpdesk Calls

Once you have created a new helpdesk call it will be displayed in the “Open” helpdesk calls grid. You can sort the grid to your own preference. Click on the heading to sort. You can currently sort by:

1. Log Number, this is an incremental number assigned to the helpdesk call
2. Date, this is the date the helpdesk call was created
3. User, this is the name of the user that created the helpdesk call. Note: if it is blank that it has typically been created by Nine9 Limited
4. Summary, a description of the problem/issue
5. Priority, the level of priority assigned to the helpdesk call

If you click on the “Detail” link associated with the helpdesk call the detail page will be displayed.

The detail page shows all details of the helpdesk call and any actions that have been recorded to fix the issue. The actions grid shows the following details:

1. Log Number
2. Date, this is the date the action to fix the issue occurred
3. Action Detail, this is a description of the actions. It is important that you review these actions as they may request that you perform a task locally
4. Assigned to User, name of individual handling the helpdesk call
5. Current Status, this is the status of action and whether it affects overall status of the call.

The actions in the grid are shown “latest action” first so any closed calls will have action lines starting as Open but then shown as Fixed after specific actions have been applied.

Add an Action

If you would like to add an action to the helpdesk call, perhaps in response to a query raised, you can do so. Click the “New Action Detail” button and the “Add New Action…” page will be loaded.

The date and time is automatically included. Insert your “Action Detail” and click the “Add Action” button. You will be sent an email confirmation of the action.

If you have added a new call but it has not yet appeared in the grid, click the “Refresh Calls” button to refresh the screen. The new call will now be shown.

Important Note

The Nine9 Limited Helpdesk system has been created to capture recording of customer issues for the sole benefit of improving our service levels. Nine9 Limited will monitor and update the actions of individual helpdesk calls during the normal course of finding a fix for specific problems and issues. Nine9 Limited have full administrative right to amend and remove helpdesk calls, assign priority and update status.

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