This is the platform that streamlines customer support, requests, and reported bugs and is the replacement of Eventum (the previous support system). Authorized users can access the helpdesk system directly from the E-Hors program. Users can be authorized in the program "Employee" in the Human Resource module.
Users with access to Eventum do not automatically have access to E-Hors Helpdesk, for each user that needs access to the Helpdesk HR needs to perform the following actions.
- Access to Ehors Support: Click "yes" if this employee is allowed to use the helpdesk.
- E-hors Support Add/Edit/Reply on Issue: Click "yes" if this employee can add, edit, or reply to the issue in the Helpdesk.
- Super User - This feature is used in the helpdesk notification only. This setting will not appear if you are not logged in as an E-hors administrator. Ehors staff are by default tagged as super users. This means they will receive all notifications whenever an issue or update in the helpdesk is added. Super users can only be appointed by ehorsadmin. The property has to inform Ehors if that certain employee must be a super user for their property.
HOW TO USE IT?
- Click on the helpdesk icon next to the question mark button.
- Click on login. You can only log in if you are allowed to access ehors support system.
- Click on
- Add a New Issue if you want to add an issue
- Check the issue Status if you want to edit, reply, and check the status of the existing issues.
You'll get this message if you cannot use the helpdesk.
TO ADD A NEW ISSUE
Click on "Add new issue".
Property Name: This is not editable, this will automatically show which property you are logged in to.
Selected Program: This is the program name you selected before clicking the helpdesk icon. If nothing is selected, this field will be blank, the user has to choose the program name.
Issue Type: Select if it is a support, request or a bug issue.
Issue Status: This is greyed out if you are adding a new issue, automatically the default status is new. The rest of the status will only be available on edit.
Summary: Brief description of the issue.
Description: Describe the issue.
File attachment: Attach a file related to the issue you are reporting. The current maximum upload size is 5.0Mb.
Click on Submit when done.
Issue successfully reported to Ehors Helpdesk. Click on "OK"
TO EDIT AN ISSUE OR REPLY TO AN ISSUE
Click on "Check issue status". Select the issue you want to edit or reply to, and then click on the "edit " button.
All columns are sortable. You can search the issue by (status, issue type, summary, and issue).
