Configuring SprinxHelpDesk application for the first use

In this chapter, we will show you how to set your SprinxHelpDesk application for first use in a few steps. This procedure serves as a manual for setting the SprinxHelpDesk application for actual use.

For correct execution of the below stated procedure, it is necessary to have the SprinxHelpDesk application instance registered.The procedure to configure the SprinxHelpDesk application is the following:

  • Default setting of the SprinxHelpDesk application – here, the field “Default address for sending e-mails” and CRM integration must be set. Default address for sending e-mails serves for sending of instance notifications (for instance creation of a new user) and for notification for projects where no other e-mail address was set. CRM integration serves to link SprinxHelpDesk application and CRM system (see chapter Integration with CRM systems).
  • Creation of user accounts for users that will participate in administration of the SprinxHelpDesk application – here, among other things, users must be linked to a specific company or a user in the CRM system (if you have set CRM integration) and specific user roles must be set for individual users.
  • Creation of user accounts for other users of the SprinxHelpDesk application – here, among other things, users must be linked to a specific company or a user in the CRM system (if you have set CRM integration)
  • Setting the default Record fields – setting of the default Records fields is copied into every newly created project unless you set a different configuration for the project,
  • Setting of default Languages – setting of default Languages is copied into every newly created project unless you set a different configuration for the project,
  • Setting of default Templates for notifications – setting of default Templates for notifications is copied into every newly created project unless you set a different configuration for the project,
  • Setting of default Lists – setting of default Lists is copied into every newly created project unless you set a different configuration for the project,
  • Creation of projects – link newly created projects to individual administrators (i.e. users that will be assigned admin rights for the project). These users can then execute all project settings:
  • E-mail integration – if you have set e-mail integration, identical e-mail address must be entered in the “E-mail address for sending notifications” for the integration to function properly,
  • Records fields – determines how the request form will look,
  • Languages – determine the names of individual fields of the form,
  • Notifications – determine during which event and to whom notification will be sent,
  • Rights – determine which project requests can be accessed by specific users. They are set separately for internal users and separately for external users,
  • List of Statuses – determine which statuses can the request acquire,
  • Lists – allow the mapping of specific lists to a specific user fields,
  • E-mail filters – if you use e-mail integration, it is convenient to set e-mail filters. They determine e-mails from which no new requests or comments will be created as an addition to the already existing requests (for instance the e-mails with the "out of office" status),
  • Rules – determine which action is to be executed after meeting the stated conditions (for instance if new request is created, in the user field a deadline for its fulfilment  will be set as current date + 3 days).
  • Setting of explicit rights of users in the SprinxHelpDesk application – serves for setting rights for a specific project for each user separately. They determine which requests of the project the user can display.
  • Creation of contracts – this section is only accessible if you have set CRM integration. Among other things, Contract payer, date, since when the contract is valid and whether billing according to incidents, time or both for the customer is allowed or has prepaid must be set.
  • After execution of the above stated steps, the SprinxHelpDesk application is set for common use, i.e. you can create requests, notification are sent, billing is executed, etc.
     

Project Creation

This function serves for the creation of a new project and is accessible by clicking on the icon "New Project “ List of Projects.


The function of a new project creation is only accessible for internal user with the user role InstanceAdmin or ProjectAdmin. The following fields must be filled in:
 
  • Project Name – mandatory field
  • Active – check-box determines whether the new project is active (checked) or has been deactivated (not checked)
  • Account manager – mandatory field; person responsible for the project with regard to business
  • Account manager 2 – mandatory field; second person responsible for the project with regard to business. If there is only one person responsible for the project with regard to business, the same name must be filled in both Account manager and Account manager 2 fields
  • Technical Manager – mandatory field; person who is in default set as a solver for each newly entered request of a specific project. Unless a different solver is set during the creation of a request, the new request will be automatically assigned to the Technical Manager
  • Language – a default language of displaying the form for entering anonymous requests,
  • E-mail address for sending of notifications - e-mail address from which notifications for requests in the specific project will be sent. 
  • E-mail integration and Status of E-mail integration.
 

Template Creation

This function allows to create a new template and is accessible by clicking on the icon “New Template”  in the List of Templates or by clicking on the “Create” button at a specific template in the List of Templates. The following fields must be filled in:

  • Language –selection of a language in which the template will be created,
  • Description – description of a template (which purpose will it serve),
  • Template – creation of the template contents.

In a template, classic formatting elements or image manager (serves for uploading pictures) that are located in the top menu can be used. Also, substitute fields can be inserted in the template. The following substitute fields are available:

  • Entry number – number of the request,
  • Subject – subject of the request,
  • Date of creation – date of creation of the request,
  • Author – person that created the request,
  • HelpDesk URL – link for login into the SprinxHelpDesk application (for new user notification),
  • Entry URL – link to a detail of the specific ticket
  • Last entry – will only display the last comment.
  • Entry history – displays all comments to the ticket,
  • Login – login name for the Sprinx HelpDesk application,
  • Password – login password for the SprinxHelpDesk application,
  • Solver – person solving the entry,
  • Project – project under which the request falls,
  • Link for closing – the user can close the request by clicking on this link without the need to login to the Sprinx HelpDesk application,
  • Attached files – will send a link to the files attached to the request (the user does not need to login to the Sprinx HelpDesk application to view the files).

When the notification is sent, substitute fields are replaced by current values according to the request (comments etc.) they concern (for instance substitute fields “Number of entries” will automatically be filled with the number of the given entry). Thus created body of an e-mail is then sent.
Not each substitute field is consistent with each template (for instance “Login” field is not consistent with a template notifying a change in a  request, “Solver” field is not consistent with a template used for the new user notification, etc.).

 

Standard Enterprise Unlimited
Unlimited agents Unlimited agents Unlimited agents
$75 monthly $120 monthly $500 monthly
Max. 1000 transactions, 1000 collected email messages, 1 GB data limit Max. 10 000 transactions, 10 000 collected email messages, 50 GB data limit Max. 1000000 transactions, 1000000 collected email, 1TB of data

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