Intway Helpdesk — User Manual

Welcome to Intway Helpdesk Support Center! This user guide contains complete instructions for using Support Center and General Guidelines on contacting the support service.


Getting Started

Open the webpage http://helpdesk.intwaysupport.com and enter into the authorization form your Intway username and password for your back-office. If you want to view the specific ticket, please fill in the fields of the form "View Ticket" by providing your e-mail and ticket ID.


Main Page

The main page includes the list of tickets currently open.

From this screen you will be able to perform four major operations that are described below: create a new ticket, view all of your open tickets, view all of your closed tickets and search the tickets.

Creating Tickets

In order to submit a support request to Support Center you need to follow these steps. Click on the "Create New Ticket" link, which will open the ticket creation page. Enter the required information into the various fields in the ticket creation form. Be as specific and detailed as you possibly can.

Ticket Fields:

- Ticket subject (short description of problem).
- Problem. In this text area you need to describe the problem you are experiencing, or the suggestion you would like to submit to Support Center.
- If you want to add attachment, select one in the field "Attachment".
- Select the appropriate category.
- Enter the priority for this ticket based on ticket difficulty and urgency. Attention! Excessive use of the highest and high priority marks for the tickets without any proper reasons will result in certain sanctions.
- Click on "Send" and your ticket will be posted


View Open Tickets

By clicking on the "View Open Tickets" link from the Main Menu, you will be taken to a list of all of the open support requests that you currently have in the system.

From this screen you will be able to see an overview of the information about your tickets, including the subject, priority and last update. You can click on the Subject of any support request to see the details of the ticket.

The mail icon in a ticket indicates that this was responded or modified by a staff member.

The clip icon in a ticket indicates that ticket has one or more attached files.

 

View Closed Tickets

This list of tickets consists of all of your tickets that have been answered and closed by the support team.

If you need to re-open a ticket, you will need to go into the details of a ticket (click on its code or subject), type a message in the "Message" area and press the "Send" button.


Viewing and Editing Tickets

When browsing tickets you will see that each ticket consists of such standard parts as:

- Problem description

- History of messages in chronological order between the staff and the user.

If you wish to append a new message to the ticket, simply fill in the "Message"' text area at the bottom of the page and submit it. You can optionally add an attachment related to this message.

By clicking the "Print" icon a new window will open up with a printable version of the ticket and a print dialog.

You can also close a ticket if you consider it resolved.


Search Tickets

Click on "Search Tickets" link to go to the search screen. Enter your search keyword(s) and choose values for the other fields to add search conditions. Press Enter or click "Search".

Notes:
- The search is not case sensitive.
- You do not need to use wildcards. For example if you search for "port" you will find all the occurrences of "report", "porting" etc.
- When two or more words are entered, they will be treated as an exact phrase, and not as separated words.
- You can leave blank the keyword box to perform only a filter on the tickets.

 

Rules and Guidelines on Using Intway Helpdesk

  1. Search for your question(s) in the Knowledge Base (available only for IntwayClub members). You will save both yours and our staff time to answer it again.

  2. Please describe the problem in detail, clearly and correctly. Observe punctuation rules, and do not use too many slang words in the message. Imagine yourself in the place of customer support worker: would it be possible to help you quickly and effectively with the information provided, or more information is required? Please indicate browser and operating system you are using, exact links to the instruments and other information that may help to resolve the problem.

  3. Remember that the staff of Support Center are such people as you: in particular, they can be offended by rudeness and boorishness. First of all, you are interested in the fastest possible way to resolve the question, please do not delay it by nonsense emotional remarks.

  4. Customer support service was created to help you in resolving current technical and business-problems. It means that we may have no answers to some of your questions, or we may have not enough information about something (e.g. about the dates of new services to be launched or some special issues which are known only to developers or leaders).

  5. There are no such problems which cannot be solved. Any ticket to Customer Support will be reviewed and we will answer it in any case, sooner or later (some questions require time of up to several weeks to be solved).

  6. Do not create new tickets for the same question but update the existing ones — in this way the history of messages for this problem will be displayed for you and the staff.