SigmaPro Help Desk Module
The Help Desk module for SigmaPro is an optional install. You could use the core SigmaPro module as the customer facing interface for your Help Desk but it requires additional configuration steps. The Help Desk module is easier to setup and the user interface is designed specifically for Help Desk use.
Do Not place the Help Desk module and the core SigmaPro module to the same page.
|Before you configure the Help Desk module, you should create a project in SigmaPro (you can use the Help Desk project that can be installed for you from the Quick Start screen or create your own) and create a Template Task in the project. A Template Task is used when creating tasks outside of the core SigmaPro module. From an external application calling the SigmaPro Web Service, SigmaLive, SigmaEx and the Help Desk module. The purpose of the Template Task is to define the default values for each field in a Task. Creating a Template Task is the same as creating any task with the additional step of checking the Is Template checkbox as shown below. |
|Help Module Settings |
- Core Module ID: Enter the Module ID of the Core SigmaPro Module where settings should be taken from when processing Emails and other functions. You can get the Module ID by clicking on Edit SigmaPro from the module menu. The Module ID will be displayed on the main screen.
- Project To Display: Select the project you setup for your Help Desk. All tickets will be created into this project.
- Show Open Only: Checking this option will display the "Show Open Only" checkbox option in the Help Desk module.
- Show Date Filter: Checking this option will display the From and To date selection fields at the top of the Help Desk Module.
|Using the Help Desk Module: The image to the right is displaying the Help Desk module with three tickets. To create a new ticket, click the Submit New Request button. To View an existing ticket, click the View button. |
Rating System: If you would like to allow people to submit a rating on your support, open the Project Details for your Help Desk project and change the Project Type to Service. This will make the Rating Scale visible in the Help Desk module as shown in the image below.
Custom Fields: If you have any custom fields defined in your project, they will appear before the Comments box of the Help Desk ticket.