Using the HelpDesk

Updated by Helpdesk Coordinator -

Logging in:

To access the Help Centre, go to support.myknowledgemap.com.

Click on the ‘Sign in’ button located in the top right hand corner of the screen.

If you’re an existing customer, enter in your credentials and click on the ‘Sign in’ button.

If you are a new customer, please click on the ‘Sign up’ link, where you will be asked for your name and email address in order to create an account.

If you have forgotten your password, please click on the ‘Forgot my password’ link, below the log in box, and you will be prompted to enter your email to reset your password.

Once you have logged in, you’ll see the below screen.

From this dashboard, you can:

  • Look at ‘My support’, which takes you to a view where you can view your activity on the Help Centre, including your submitted requests, questions on the community forums and comments made on any articles in the knowledge base. You can also submit a new ticket from here using the black button on the top bar.
  • Browse our ‘Product Guides’ to view our user guides organised into handy categories, sections and articles to make it as easy as possible for you to find what you’re looking for.
  • Take a look through our ‘Community support’, where you’ll be able to peruse the community forum, a platform for all our end users to discuss our products, ask questions or post ideas. This forum is frequently checked by our support team as well as by supported by our community users.
  • ‘Share your ideas’ with the Myknowledgemap support team. This link will take you to a form which once filled in a submitted, will be posted into the Community area for other end users to review and comment on.

 

Submitting a request:

You can access the ‘submit a request’ form in a variety of ways. Clicking on the ‘My Support’ button on the main page, ‘Submit a request’ button at the top of the page and ‘Submit a new request’ within the My support section will all take you to the ‘submit a request’ form.

Here is where you fill out each field with the appropriate information.

 

  • Subject*: The title of the request. We recommend you name the request something short, memorable and relevant.
  • Priority*: You can select a Low, Normal, High or Urgent priority for your request. This helps us understand your request a little better so we can treat each ticket with the urgency it requires. Selecting Urgent will alert the entire support team, your account manager and all department heads and should only be used for system failures and critical issues.
  • Website URL*: Copy in the URL of the issue, if applicable.
  • Required by: Tell us when you’d like us to have a resolution for you.
  • Description*: Explain your issue. Try and include as much detail as you can to help our support team understand where and how the issue was encountered.

 

Once you’ve submitted your ticket, you will see the following screen:

An automated email will have been sent to your email address confirming that your ticket has been submitted. If you have not yet verified your email, you will get a reminder to do this, so that the ticket can proceed to the Support Team.

 

Tracking your ticket:

You can view all your support activity by clicking on ‘My support’. This page gives you a brief overview of all your tickets in progress, as well as previous tickets.

Clicking on each individual ticket subject will open up the activity on that particular ticket, where you can view all updates from support agents, add your own comments as well as add any files you think may be useful to the resolution of that ticket.

You’ll also be kept up to date through automated emails sent out from the system which you can respond to directly from your inbox so you can keep on top of your support without having to log in to the Help Center.

 

Updating your ticket via email:

The HelpDesk system sends out automated email alerts each time your ticket gets updated, keeping you in the loop without having to monitor your dashboard. You can respond directly to these emails with your comments and updates and they’ll automatically get added onto your ticket without having to interact with the HelpDesk interface.

Similarly, if you’d like to submit a ticket via email, send an email through to support@myknowledgemap.zendesk.com with the title of the request in the subject line and the description in the email body. You can even set the ticket priority by setting the email as high, normal or low importance and add CC’s into the ticket. This will automatically create a ticket for the support team to investigate.

To help you and us focus on the issues that matter to you, we'll close tickets where we've been awaiting your response for more than five working days. Please note that it's easy to reopen them if they’ve been closed for four days or less, or to create a follow up if it’s been longer.

 

Closing your Ticket

If you’re satisfied with the response received from the Support Team, you can tick the box above the ‘Submit’ button to ‘Please consider this request solved’.

Once your ticket has been submitted as ‘resolved’, you can reopen the ticket (should you seek further assistance regarding this issue) for up to four days simply by responding to the ticket. Once four days has passed, your ticket is automatically ‘closed’ by the HelpDesk system. This means the ticket cannot be reopened, but can still be viewed for reference. From here onwards, you can create a follow up ticket which will reference the now closed ticket if necessary.

If you have any further questions regarding our HelpDesk system please get in touch and we’ll be happy to assist you.

Not what you're looking for? Why not ask the community?

Comments

Powered by Zendesk