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 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.

   

   

4.  Select the templates by property name and applyclick it.the button " Apply". 

   

   

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

6.  EnterClick the Customerdrop down button in the group bar to reveal the option and select the group (exp:  Site / Contract / Accounts etc) 

   

   it. 
7.  Click the "create" button oncefor completeticket stepcreation 5 and step 6.. 

   

   
   

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.  GoUse tothe search bar andto find the ticket (can search by description of problem / ticket numberno. / customerCustomer nameName etcetc) 

   

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

   

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