Using The Help Desk

Using The Help Desk

What is the Help Desk?

The Help Desk is where you can:
  1. create and review support tickets
  2. review User Guide articles
  3. review Developer Specs

Getting Started

Creating User

  1. Please ask an Admin within your company to send an email to Support@orderlogix.com requesting to add yourself or another as a User within the Help Desk.
    1. OrderLogix will need an email address for each user being requested. 
  2. Once the request has been received a member of the Customer Care Team will create the new user and an invite will be sent.
  3. Please make sure the new user checks their inbox and/or Spam/Junk folder.

  4. Click the Accept The Invitation button

  5. Create your new password

    3. Password cannot be the same as your User Name.
    4. Be a minimum of eight (8) characters in length.
    5. Password length must not exceed 250 characters.
    6. Note this password in a safe place as OrderLogix does not have access to this information
    7. If you were to forget your password you can follow the on screen prompts for Forgot Password? Reset

  6. Click the Register button

  7. This will bring you to your Account Profile

  8. Set the information fields displayed
  9. Scroll to the bottom of the page and click the Save button

Navigating The Help Desk


Home

Accessing the Home menu will allow you to navigate to Knowledge Base articles or create/review Tickets.




My Area

My Area is where your previous and current tickets will reside. You can use multiple options (Status, Created By, and Department) to filter tickets as well as the search bar to find a specific ticket. 


The search bar can be used to search through all tickets for a key word or phrase.


(Ticket) Status 

  1. Open
    1. Tickets in an open status that are still awaiting a resolution
  2. Closed
    1. Tickets that have received a resolution.
  3. On Hold
    1. Tickets that are not ready to be closed but are also not ready to be worked on at this time. 

Created By

  1. You
    1. Tickets that you created
    2. Tickets created by a member of the OLX team under your name as primary contact
  2. Team
    1. Tickets your team members have created
  3. My CC'ed tickets
    1. Tickets you have been registered as CC on 

Department(s)

Clicking on any of the following will filter your tickets to that department specifically as well as allow to create a ticket specific to that department
  1. All Departments
    1. This will allow you to see all tickets without filtering to a specific department.
  2. Support
    1. Requests to answer questions or provide feedback regarding OrderLogix application , setup, or to report errors with application or 3rd Party integrations previously built.
  3. Managed Services
    1. Requests for campaign setup, training, or daily processing services should be entered here.
  4. Product Development
    1. Product Development
  5. Custom Programming
    1. Request to modify look of application, add a new feature or new functionality, or a to create a custom rule regarding order entry or order import.
  6. Integration Modules
    1. Request to integrate with a 3rd Party System via flat file or API or to have a report built. Please provide URL or Documentation with specified requirements.
Please do not submit tickets to the following departments. They are used to provide you with helpful articles that can be found under the Knowledge Base menu
  1. User Guide
    1. OrderLogix 5.1 User Guide The user guide is categorized by functional area of the system. Each navigational menu option in the system is represented as a category with articles to cover the use of each function within that category. 
    2. NOTE: You should not submit tickets to this department.
  2.  Developers
    1. Documentation of all OrderLogix standard Imports and Exports can be found here.
    2. NOTE: You should not submit tickets to this department.
  3. Knowledgebase
    1. Staff Articles on features, functionality , and how to resolve errors. You will also find OrderLogix Request forms and Policies here as well.
    2. NOTE: You should not enter tickets to this Department.

Add Ticket

  1. Click on the Add ticket button 
  2. Select the Department to create ticket under
    1. If in doubt create ticket under Support 

  3. Add any additional email address/es that need to be CC'd on your ticket
    1. press the Tab key or Space bar after each email address if adding more than one

  4. Select the priority
    1. Keep in mind Emergency is only to be used if the system is down

  5. Enter the subject for your ticket
  6. Enter a details description for your ticket
  7. Click on the magnifying glass in the Account Name field to select the correct account to associate your ticket to

  8. Add the sub client or name of campaign if you have this information
  9. Attach any files that will be helpful in resolving the ticket
    1.  
    2. Be very careful about the information in the document you upload. If you need to get sensitive data to the OLX Customer Care team please send an encrypted email with this data and reference that you have done so in the body/description of the ticket
  10. Click the Submit button 

  11. You will see a popup briefly that states your ticket has been successfully created and the ticket ID
  12. The system will take you to the ticket you just created


Review Open Ticket


  1. Ticket Subject
    1. Title/Heading of ticket to call attention to the topic of the ticket
  2. Ticket Date
    1. Date the ticket was created
  3. Resolution
    1. This is a useful quick reference to see how the issue was resolved without having to read through your ticket again
  4. Responses
    1. When hovering on a response you will see icons to give you more information:
      1. Attachments 
        1. Attachments are located at the bottom of the response
        2. You will need to open the response fully and scroll down
      1. Incoming Emails 
      2. Web (from Help Desk) 
      3. Drafts 
      1. Comment 

  1. Ticket Properties
    1. Ticket ID - unique identifier 
    2. Status - 
      1. Open - New ticket has been created
      2. Assigned - Staff member has been assigned to the ticket
      3. Client Response - Client has responded to ticket and awaiting reply from OLX team
      6. In Progress - Staff member is actively working on resolution for this ticket
      8. Info Required - Further information is required to continue
      9. Data Collection - Information gathering required to assign ticket
      11. Estimate Needed - An Estimate is required to proceed on this ticket
      13. Pending Estimate Approval - An estimate has been provided and is awaiting approval before work begins
      15. On Hold - Ticket has been temporarily put on hold
      16. QA - Coding has been completed and needs to be tested or is in process of being tested by OLX team
      17. (Client) Testing - Client is testing proposed resolutions/deliverable work
      18. Delivered - Module or custom feature has been installed into production system and is ready to invoice
      20. Closed Pending - Ticket Resolved, Client can ask other questions for short period of time 
      21. Reopen - Client responds via email to a closed  ticket or Client responds via email or client interface to a closed pending ticket
      23. Pending Release - Patch has been created and will be installed into next software release, but has been rolled out to client that made initial request
      24. Closed - Ticket Resolved, no further action needed
    3. Assigned To - Staff member currently responsible for the ticket
    4. Channel - How communication was started
  2. Ticket Information
    1. Department
      1. Support - Requests to answer questions or provide feedback regarding OrderLogix application , setup, or to report errors with application or 3rd Party integrations previously built.
      2. Managed Services - Requests for campaign setup, training, or daily processing services should be entered here.
      3. Product Development - Product Development
      4. Custom Programming - Request to modify look of application, add a new feature or new functionality, or a to create a custom rule regarding order entry or order import.
      5. Integration Modules - Request to integrate with a 3rd Party System via flat file or API or to have a report built. Please provide URL or Documentation with specified requirements.
    2. Classifications - This is an OLX internal filter for the ticket within its assigned department
    3. Priority - maintains the order in which the OLX team will work on the ticket
    4. Account Name - your company name
    5. Sub Client Campaign - your client information
    6. CCs - additional contacts on the ticket
    7. Email - primary contacts email address
  3. Action Buttons
    1. Add ticket
    2. Reply
      1. This will open a dialogue box for you to type in
      2. You can add an attachment 
        1. Be very careful about the information in the document you upload. If you need to get sensitive data to the OLX Customer Care team please send an encrypted email with this data and reference that you have done so in the dialogue box

    3. Comment 
      1. This will not send an email to all contacts associated to the ticket but will leave a note on the ticket
      2. You can add an attachment here as well
        1. Be very careful about the information in the document you upload. If you need to get sensitive data to the OLX Customer Care team please send an encrypted email with this data and reference that you have done so in the dialogue box
    4. Eclipses (sub menu will adjust depending on the type of reply the eclipses is associated to)
        1.    
      1. Reply
      2. Edit Draft - Please be cautious not to leave a draft open and navigate away from the tab - the OLX team will receive notifications that a ticket is being updated until the draft is closed or sent. We can’t see your draft until it’s actually posted but we get a ping for every auto save and this happens once a minute. 
        1. this will allow for the draft that was previously started to be edited
        2. ***anyone CC'd on the ticket can edit a draft***
      3. Send Draft
        1. this will send the drafted reply
        2. ***anyone CC'd on the ticket can send a draft***
      4. Show Original
        1. will open a popup with only responses up to the message selected
      5. Print
        1. will open a popup with print settings to allow you to print the ticket or save as pdf to keep for your files 
      6. Edit Ticket Properties
        1. This will allow you to
          1. change the Priority of the ticket
          2. add or remove a sub client or campaign
          3. add or remove who is CC'd on the ticket
      7. Close Ticket 
        1. This will mark the ticket closed.

Knowledge Base



  1. User Guide
    1. This is laid out to coincide with the menu and sub menu's found within your OLX instance. If there are menu's within User Guide that you do not see in your specific instance you would need to talk to a Customer Care team member to discuss upgrading your Edition.
  2. Knowledgebase
    1. This is laid out in more of a grouping format by module or subject.
  3. Developers
    1. This is where all specs can be found. You and your vendors can access this area at any time to help with integrations.


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