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Help Desk System User Guide
Homeric Tours' Online
Help Desk system is designed for two basic purposes.
1. To help our customers and website visitors get the information as quickly and
completely as possible.
2. To help Homeric Tours agents to streamline information distribution and
improve efficiency.
This guide is provided as a courtesy, the support system is designed to be
self-explanatory, and user friendly. You won't likely need this guide.
For best results, we recommend you follow these steps:
Surf, Search and Submit!
1. SURF THE KNOWLEDGEBASE:
If you need assistance or if you have a question that we may be able to help you
with, please begin by clicking
HERE.
Click on any category or issue title to read more detail.
This page is a list of questions, that have already been asked, or which may
contain valuable information for you. To help you find your answer, the issues
have all been sorted into categories.
This is your fastest source of answers, since your question may already be in
the knowledgebase, and answered in detail.
Hints:
" Watch your cursor; it'll change when you're over a link.
" Once you are in the correct category of solutions, sort the issues by clicking
on the up and down arrowheads.
" To see help while working in another window, use the browser toolbar.
" If you found only part of your answer, try clicking on any related issues
links, below the issue answer.
" If you find an interesting issue that you'd like to read later…bookmark it.
(This doesn't add the issue to your browsers' favorites list, it's stored as a
cookie, which will be called in the helpdesk next time you visit.)
" Use the tell-a-friend feature to let others know about important issues.
2. SEARCH THE KNOWLEDGEBASE:
If you didn't find your answer, you can try doing a search on our knowledgebase.
(Sometimes an issue affects more than one category, so it could be somewhere
else.)
To do this, click on the Knowledgebase tab at the top of the helpdesk, then on
the Search link. If you want to use a wildcard, try %. More help on searching
can be found by clicking on the icon near the search field, in the helpdesk
itself.
3. SUBMIT A QUESTION:
If you haven't found the information that you're looking for, or if your
question is very unique to you, please submit a new question. Aside from the
info being online for you, emails will be sent from the helpdesk to notify you
when a response has been made.
Why use a help desk instead of a phone call or email?
1. This is a semi-automated system, so depending on the category you select for
you question, your ticket will be fanned out by email to all the most
appropriate service representatives. You will get the fastest and most accurate
response this way!
A real individual will be answering your question…but it'll be the right
individual. (You don't waste time with receptionists or junior service reps that
can't answer your question anyway.)
2. The help desk is available, 24/7 - ask anytime. Even if our service
representatives aren't online at the time, they'll have your question at their
fingertips as soon as they login. (Can't get lost in some spam filter!) Reps can
answer from anywhere; so, your answer will be faster.
3. Your answers can be retrieved or re-opened by you, without the need for you
to file them somewhere. (Hint: Read previous answers by clicking on the 'My
Info' tab.) You may even be helping to populate the knowledgebase for others.
How to ask a question using the Help Desk:
Begin by clicking on the Ask Question tab in the top menu. You may also be shown
a list of potential solutions after entering your question title.
You may be asked for a username and password; these are not case sensitive and
by default must be between 6 and 25 characters in length. You will use these
again later to read your answer, review your previous questions, and submit
further questions. So, you should store this information for future use, and/or
use the save username and password saving checkbox. (Cookies are required for
this.)
Username: You may self-assign your favorite username (record it below).
Password: You may self-assign your favorite password (record it below).
Email Address: You may only have one username and password combination per email
address.
Search Utility Tips:
These search tips can also be seen in the help desk itself, by clicking on the
icon.
1. Type of Search
ANY WORDS:
By default, the search will be for ANY words that are included in the search
box. i.e. When two or more words are entered, the results will show all public
issues that contain any of these words.
Example:
If you enter the string: cat dog the results would include all public issues
that contain any of these words: cats, dog, Doghouse, etc.
As long as it contains one of these strings in its entirety. It will not look
for the exact phrase "cat dog".
ALL WORDS:
Click to the left of the text All Words, to search for an issue that contains
all words, somewhere within the document. (Words do not necessarily appear
together.)
EXACT PHRASE:
Or, click to the left of the Exact Phrase text to search for an exact phrase.
(All words must be contained together, as they appear in the search box, in
order to be shown in your results.)
2. The search is not case sensitive.
If you enter DOG, the word dog or Dog will also be found, whether upper or lower
case.
3. Using a wildcard (%):
In the field 'Search:', you may use the symbol % as a wildcard. Use it in place
of a character or characters that are unknown or that may differ.
Examples:
Use at Beginning: entering %at will result in finding any character strings that
end in 'at', such as cat or that.
Use in Middle: Entering c%t will find any character
strings that have 'c' at the beginning, and 't' and the end, but some other
character or string of characters in between. Such as chat, cut, catalogue or
clean mat.
Search Hints:
" If your results are too large, remove a word or two; or add a few more
characters to the word(s).
" Try to search for an unusual word that you recall from the issue. Example:
internal rather than in.
" Search results include HTML tags, so you may have some results that aren't
visible without looking at the source code.
Note: This search is only done on issues that are made public by a Homeric Tours
agent! You may not find 'your' issue here.
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