The document outlines the transition of Pronto Solutions Alliance Inc. (PSA) from SysAid Technologies to a new Help Desk platform powered by Flowcentric Technologies. Here's a summary of the key features and steps for using the new platform:

URL: https://helpdesk.psainc.ca/HelpDeskExt

Creating a Help Desk Ticket

Log a Ticket

Users can log a Help Desk ticket by selecting Log a Ticket.

NOTE: Over time, the Most Used Tasks section will populate, providing another way to create a ticket.

Log Support Ticket

Input Ticket Details: After selecting Log a Ticket, users are prompted to fill out the following details:

• Current Date: Auto-populated with today's date.
• Current User: The username of the individual.
• Customer Code: Account code of the customer.
• Customer Name: Account name of the customer.
• Representative Contact Number: Contact number of the customer’s representative.
• Representative Email: Email address of the customer’s representative.
• Priority: Select from the following priorities:
  • System Down
  • Request
  • Moderate Impact
  • Critical Impact
• Caller Name: Name of the current user.
• Incident Description: Description of the issue or request.

Attachments

PSA's Help Desk platform allows the user to attach file(s) to their Help Desk ticket.  Users can attach files to their ticket by selecting the [+] button and using the File Explorer to upload.

Field Descriptions for attachments:

• Line No: Sequential number of the attachment.
• Description: Description of the file.
• Attachment: The actual file.

Finalizing Ticket Creation

• Submit: Creates the ticket.
• Save: Saves the details for later completion.
• Reset: Clears all fields in the form.

View Current and Historical Help Desk Tickets

View Support Ticket Status

Users have the ability to view the status of their company's current and historical Help Desk tickets.

Users can check the status of current and historical Help Desk tickets by selecting View All Support Tickets or searching by a specific Support Ticket Number.

Field Descriptions for ticket search:

• Current Date: Auto-populated with today’s date.
• Current User: Username.
• Customer Code: Customer’s account code.
• Customer Name: Customer’s account name.
• Support Ticket Number: Input for a specific Help Desk ticket.

View All Support Tickets

The View All Support Tickets option displays all tickets for a specific customer. 

NOTE: Users can filter tickets by Status or Logged By to refine their search.

Field Descriptions in the list:

• Call Description: Title of the ticket.
• Call No: Ticket number.
• Customer Code: Customer’s account code.
• Customer Name: Customer’s account name.
• Priority Code: Ticket priority.
• Status: Current ticket status.
• Logged By: User who created the ticket.
• Date: Creation date of the ticket.
• View: Displays Call Allocation details, including:
  • Engineer Name
  • Engineer Code
  • Engineer Email
  • Status

This guide provides users with clear instructions for creating and managing Help Desk tickets in PSA's new system.