302 lines
6.2 KiB
ReStructuredText
302 lines
6.2 KiB
ReStructuredText
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:banner: image/helpdesk.jpg
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.. _setup/install:
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========
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Helpdesk
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========
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This document provides a brief information of what is helpdesk and its
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workflow.
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.. _helpdesk_dashboard:
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Dashboard
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---------
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A helpdesk is a department inside an organization that is responsible for
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answering the technical questions of its users.
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A dashboard of helpdesk displays teamwise total counts of helpdesk, its issue
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type and graphical view.
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.. image:: image/dashboard.png
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:class: imgresponsive
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* Total Issues: Total number of issues.
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* Issue Types: Type of an issue.
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* Graphical view for the total number of issues.
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.. _teamwise_ticket_view:
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Tickets displayed in below image will be filtered by its team clicked from
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dashboard.
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.. image:: image/teamwise_ticket.png
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:class: imgresponsive
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Helpdesk
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--------
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There are different types of views for helpdesk ticket.
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.. _helpdesk_kanban_view:
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Kanban View
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===========
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The kanban view for helpdesk, shows the details like issue name, issue
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type, team, tags and also its priority and user related details which will
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be grouped by its state.
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* Name: Title of the issue.
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* Team: Team which will be responsible to solve the issue.
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* Issue Type: Type of the issue.
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* Tags: Tags for the issue.
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* Priority: Priority of the issue.
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* Assigned To: the user which is assigned a current issue to fix.
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.. image:: image/helpdesk_ticket_kanban.png
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:class: imgresponsive
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.. _helpdesk_form_view:
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Form View
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=========
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The form view for helpdesk shows the details like issue sequence, issue
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title, issue creator and its related partner details, issue type, team,
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assigned to users, tags, its priority and its start and end date related
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details.
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.. image:: image/ticket_form.png
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:class: imgresponsive
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Form view will take the following information to create an issue ticket:
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* Sequence: Sequence of the issue which will be automatically generated.
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* Issue Title: Title of the issue.
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* Created By: The one who creates the current issue.
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* Related Partner: Related partner details of created by the user which will be
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automatically fetched by the system.
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* Start Date: Starting date of the issue.
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* End Date: Ending date of the issue.
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* Issue Type: Type of the current issue.
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* Team: Team responsible to solve the current issue.
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* Assigned To: User which is assigned to solve the current issue.
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* Tags: Tags if any for the current issue.
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* Priority: Priority for the issue to be fixed in specific time.
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* Description: Detailed description of the issue.
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On the top there are two buttons:
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* Active: Make an issue Active/Archive.
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* Attachments: It will redirect you to the attachments which are attached by
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users for issues. It will be helpful for the user to understand and fix
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exact issue.
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Helpdesk Team
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-------------
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.. _helpdesk_team_kanban_view:
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Kanban View
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===========
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A kanban view for helpdesk team which shows the total issues assigned to a
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particular team and its issue type.
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.. image:: image/helpdesk_team.png
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:class: imgresponsive
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* Total Issues: Total number of issues.
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* Issue Types: Type of an issue.
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.. _helpdesk_team_form_view:
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Form View
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=========
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The helpdesk team's form view takes the following information to create a team:
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* Helpdesk Team: Name of the team.
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* Stages: Stages of the issue tickets.
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* Issue Type: Multiple types of issues that will be solved by the current team.
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* Email Alias: Mail Alias for the team.
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* Team Members: Select members for the team.
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.. image:: image/helpdesk_team_form.png
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:class: imgresponsive
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Issue Type
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----------
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.. _issue_type_kanban_view:
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Kanban View
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===========
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From the helpdesk issue types kanban view one can create an issue by directly
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clicking on ``Create`` button displayed on kanban view. There are the list
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of stages and its related count for the issues present in that state. Also,
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there is a graphical representation of the issue count based on its type of
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issue.
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.. image:: image/issue_type_kanban.png
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:class: imgresponsive
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.. _issue_type_form_view:
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Form View
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=========
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The view of issue type form takes the following information to create an issue
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type:
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* Name: Name of the issue type.
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* Code: Unique code for the issue type.
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* Reporting Template Content: Content details / Basic Information to get from
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the user at the time of registering an issue.
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.. image:: image/issue_type_form.png
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:class: imgresponsive
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Helpdesk Stages
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---------------
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.. _helpdesk_stage_tree_view:
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Tree View
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=========
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Tree view for helpdesk stages.
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.. image:: image/stages.png
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:class: imgresponsive
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.. _helpdesk_stage_form_view:
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Form View
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=========
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The form view of helpdesk stages takes the following information to create a
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new stage:
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* Name: Name of the stage.
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* Description: Description of the stage if any.
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.. image:: image/stages_form.png
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:class: imgresponsive
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Helpdesk Tags
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-------------
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.. _helpdesk_tag_tree_view:
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Tree View
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=========
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Tree view for helpdesk tags.
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.. image:: image/tags.png
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:class: imgresponsive
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.. _helpdesk_tag_form_view:
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Form View
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=========
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The form view of helpdesk tags takes the following information to create a
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new tag:
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* Name: Name of the tag.
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* Code: Unique code for the tag.
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.. image:: image/tags_form.png
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:class: imgresponsive
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Helpdesk Report
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---------------
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.. _helpdesk_bar_graph_report:
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Bar Graph Representation
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========================
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Bar graph representation of helpdesk issues based on a team in which issue
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tickets are assigned.
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.. image:: image/helpdesk_report_bar_graph.png
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:class: imgresponsive
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.. _helpdesk_line_graph_report:
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Line Graph Representation
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=========================
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Line graph representation of helpdesk issues based on a team in which issue
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tickets are assigned.
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.. image:: image/helpdesk_report_line_graph.png
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:class: imgresponsive
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.. _helpdesk_pie_chart_report:
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Pie Chart Representation
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========================
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Pie chart representation of helpdesk issues based on a team in which issue
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tickets are assigned.
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.. image:: image/helpdesk_report_pie_chart.png
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:class: imgresponsive
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.. _helpdesk_analysis_report:
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Analysis Report
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===============
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Analysis report for helpdesk issues to get different details in a single
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report. There are multiple measures to get the different output of the same
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report.
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.. image:: image/helpdesk_analysis_report.png
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:class: imgresponsive
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