III. User Manual
Although we try to make InBoxHQ Helpdesk as user friendly and easily understandable as possible, we understand that some functions of the helpdesk may be totally new to you. This section of the manual will describe what and how functions such as "Quote and Reply" and "Set Resolved" do.
1. The Basics
Everyone has to start somewhere and just as well, we will start off in the very basics of logging into the helpdesk and what you will first see after you login.
a. Logging in
The first thing to do after InBoxHQ has been set up is to log into the Support-GUI. Use your browser to navigate to where you installed the Support-GUI. The default location would be: http://<yourdomain>.InBoxHQ.com. Enter your username and password as supplied to you by your administrator.
You may notice that there is an area on the login screen to get your password should you forget it. The first step is to enter your email address that is set to your account. The system will then email you a verification code. You then enter this code in step 2 and your password will be sent to you via email. It is important to enter the proper email addresses assigned to you so that you can receive the "E-mail reset verification code".
b. Overview of the GUI
This image will probably be similar to how you will first see the Support GUI (Note: There may or may not be any data in the system yet depending on how long your helpdesk has been live). You will notice that the GUI is laid out in a few different areas.
Quick Jump Tabs and Advanced Options
The top the GUI is where you will find your quick jump tabs. These tabs include: Home, Search Results, the Knowledgebase, Address Book, and My Inboxhq (Dashboard). (Note: Links will vary depending on what your administrators have set up). The Advanced Options include: Ability to Quick Assign tickets, Ability to jump to a specific queue, Ability to create a new ticket in a specific queue, and also the Ability to go to a specific ticket itself. Later sections will cover what exactly each of these items will do.
System Overview
The left hand column is an overview of what is going on in the system. Here you can see the System Status, Queue Load %, Status Breakdown, the Last 7 days and amount of tickets per day, and general statistics of the system.
Main View
You'll notice that the right section of the helpdesk is the most prominent. This is the main view of any tickets in the system (dependent on the view you have set, more on that later) and any tickets assigned to you.
Access to search tickets and view the other technicians online are located just below this main view.
The Who's Online section shows all current users and their ip addresses that are logged into the system.
