General User Guide

Last updated: May 19, 2020

Contents

I. Access CDR Link

II. Main Screen

III. Ticket Components

For more CDR Link how-to videos, visit our playlist on YouTube.

The first time you access the platform you will be asked if you wish to receive notifications from the helpdesk on your desktop, click on “Allow” if you want to get them or “Block” if you don’t.

II. Main Screen

The main screen of the Helpdesk is divided into three columns: Settings, Status, and Activity Stream.

  1. Settings. Located on the far left side of the Main Screen. From here you can access all the configuration features the Helpdesk has to offer, starting from top to button:
  • Search. Use it to look for tickets, customers, and organizations. Multiple character wildcard searches with * looks for zero, one or more characters You also can use double quotes for searching phrases “some phrase”.
  • Notifications(). It shows a list of the most recent tickets listed in order of creation. The number in red tells you how many new tickets have been created since the last time you accessed the Helpdesk. Click on any of the tickets to open it.
  • Dashboard. Brings you back to the Main Screen.
  • Overviews. Click on it to see a report of the tickets in the system. A new column will appear with the following categories:
    • My assigned tickets. Shows open and pending tickets assigned to you
    • Unassigned and open. Shows the number of tickets system-wide that haven’t been assigned and are still open.
    • My pending reached tickets. Shows tickets previously marked pending and currently due
    • Open. System-wide open tickets
    • Pending reached. System-wide previously marked pending and currently due
    • Escalated. Number of tickets System-wide, failing to meet a service-level agreement
  1. Recently Viewed. This list is right under Overviews and shows the tickets that have been reviewed more recently in your account.
  2. Personal Settings. Here you can sign out, see the keyboard shortcuts, modify the layout of your screen, see your last viewed items, and access your account profile.

Go to your account profile to change the language of the account, the avatar, the password, to set up auto replays to incoming requests, link your tickets to the calendar you use, review and remove devices accessing your account, create tokens for apps accessing the helpdesk and to review accounts linked to yours.

  1. Reporting. This feature allows you to see your performance yearly, monthly, weekly, by day, and in real-time. It also allows you to use filters to generate and download reports of tickets by status.
  1. Admin. From here you can access the admin interface, which is divided in 4 different sections: Manage, Channels, Settings and System.
  • Manage

    • Users. From this section, Admins can add, edit, search, and deactivate users from the system. If you wish to remove a user it has to be done in the back end.

    • Adding a new user. Click on the New User button, a new dialog screen will open where you can fill out the information for the new user, use the Organization field link it to an existing organization, you need to assign it a provisional password that they can change afterward and you need to select what kind of user are you creating. (Different types of users have different rights). Once you are done filling out the information click Submit and the new user will be created.

    • Search. It allows you to find users by name, email, organization or any other information fields in a fast way.

    • Roles. It allows you to navigate the user’s database by role. If nothing has been selected, all user groups are displayed. If you select one (or two) user groups, only the users that are assigned to this role are displayed.

      Deactivating users: If you need to deny access to the platform to a current user, find the user, go to the bottom part of that screen and select “inactive” on the dropdown menu, then click on submit and that account will be deactivated.

    • Groups. Use groups to assign teams to work on the same problem, just the way departments work in a company. Users assigned to the same group will have access to the same tickets. To create a new group click on the “New Group” button and fill out the information requested by the system.

      Name: Name the group.

      Assignment timeout: After this time (in minutes) the ticket’s state turn back to unassigned if the assigned agent hasn’t worked on it.

      Follow up possible: what happens when a customer replies to a closed ticket?

      • yes: ticket will reopen.
      • do not reopen the ticket but create a new ticket: the ticket remains closed, and the helpdesk will create a new ticket for the reply.
      • Assign follow ups: configure whether a closed ticket that has been reopened due to a customer’s reply should remain assigned to the last agent:
      • yes: the ticket will remain to the last agent who owned it.
      • no: Zammad will unassign the ticket.
      • Email: choose which email address will be used as the sending address when agents reply to tickets in this group.
      • Signature: The signature that will appear at the bottom of your replies.
      • Note: an internal note about the group that is only visible to people who can access the group management area.
      • Active: choose whether the group is enabled or not. Groups cannot be deleted, they can only be set to inactive.
      • Roles. Roles are assigned to users in order to determine the tasks they will be performing in the system. Use this section to create customized roles by clicking on the New Role button, then assign a name to the new role, enable all the rights you wish to assign to that role, use the Group Access section to define from which organizations this type of user will get tickets and the rights they will have on those tickets. Define which areas are available in the user preferences and click Submit to create the role.
      • Organizations. You can group costumers by creating organizations, that way agents have access to all the open tickets from one organization, and customers can see and modify tickets created by their coworkers.

      To create a new organization, go to New Organization type the name of the organization, if you want all the customers linked to that organization to have access and edit the group tickets select “Yes” on the shared organization section, if you want to assign users based on domain select “Yes” on the Domain Based Assignment section. You can add a note that will be visible only for agents and admins, and define if the organization will be currently active or inactive.

  1. Channels. This section allows you to select the communication channels between you and your customers, some of them are default options provided by Zammad (Form, Email, SMS Chat, Twitter, Facebook and Telegram ) and others are exclusive of CDR Link ( Signal and WhatsApp ). Our technical support team will assist you whenever you need to add a new channel to your account, we do not encourage you to do it on your own.
  1. Settings. From here you can customize the look of the Helpdesk and program it’s behavior in response to internal and external interactions.
  1. Branding. In this section you can personalize the look of the Helpdesk, and set up the Time Zone and Language to meet your needs and preferences.

  2. System. Making changes could affect your platform’s performance. Adjustments should only be made by the developers setting up your backend. Please reach out to our support team for assistance at issues@digiresilience.org

  3. Status. Located in the middle of the screen, this section shows a complete report of your performance on the platform. The First Steps Tab shows you the features of the Helpdesk that are already enabled in your account as well as a quick walk through of the main view.

  1. Activity Stream. This is a list of the more recent activities performed by you and your peers on the platform and it will help you stay updated on the day’s progress.

III. Ticket Components.

Tickets are requests created by customers that allow you to communicate back and forth using the same ticket number until the issue is solved and you are able to close the ticket. There are various features attached to the ticket view.

They are as follows:

  1. Customer avatar
  2. Ticket Title
  3. Ticket Number
  4. Time Stamp
  5. Tags
  6. Description
  7. Attachments
  8. Save Changes

You can also see additional information related to the ticket by clicking on the blue area in the center of the screen, this will show the creator of the ticket, the contact email used as well as the communication channel used by the customer.