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User Manual - Maintenance Helpdesk Tickets

1.0   What is a ticket

In Maintenance Helpdesk, tickets are used to track customer service requests. The first time a customer email you (or the company) about something. Each message sent between you and the customer is added to that ticket until the issue is resolved, the customer is happy, and the ticket is finally closed.

So, in a basic sense, a ticket is a thread of messages between you and a customer about a single issue.

2.0   How to create a ticket 

Please follow the step below for ticket creation. 

  1.  Go to the website https://helpdesk.gloryblitz.com.my/#login
  2.  Sign in with your user ID and password 
  3.  Click the "+" button and select either one of type of ticket .
    Received Call for issues initiated by a customer over the phone.
    Outbound Call for issues initiated by an agent over the phone.
    Send Email for issues initiated by an agent over email.

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  4.  Select the templates by property name and apply it. 

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  5.  Fill in the title, property location , grid-line , description of problem or attach supporting documents or photo.(if any) 

  6.  Enter the Customer and select the group (exp:  Site / Contract / Accounts etc) 

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  7. Click the "create" button once complete step 5 and step 6. 

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3.0   How to find your ticket and update 

Please follow the step below to find and update the ticket. 

  1.  Go to the website https://helpdesk.gloryblitz.com.my/#login
  2.  Sign in with your user ID and password 
  3.  Go to search bar and search by description of problem / ticket number / customer name etc

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  4. Select the ticket and enter note or attach supporting document / photo (if any) 

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  5. Press the keyboard" Enter" once complete the step no. 4. 

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