Last updated 04 July 2022

Helpdesk

Helpdesk allows IRIS Assets users to support colleagues. Issues can be reported through raising a Helpdesk Ticket that individuals or teams can then view, prioritise, and deal with. Tickets can be raised by your colleagues through email (specific to the Inbox) and by IRIS Assets Users through the App and Online.

Open A Ticket

Open A Ticket through IRIS Assets Online

In the Open A Ticket page you have two options, open the ticket with or without an Asset. To allocate the Ticket to an Asset, enter the Asset ID, Asset Name, or relevant Answer (such as serial number) in Asset Name, the select Go and select the required Asset. To open a Ticket without an Asset, select Open a ticket without an asset.

Either option takes you to the Open A Support Ticket page, where you can enter details to help you solve the issue. You do not have to complete all boxes but we recommend the following:

Title — a brief description of the issue so it is clear to assess in the Active Tickets list.

Inbox — make sure the Ticket is assigned to the right person/team.

Ticket Priority — to prioritise workloads and demonstrate that you are on top of urgent or dangerous situations.

Description of Problem — details of the issue.

When you have entered all the details you can assign the ticket to a colleague or colleagues in the Assign Ticket to Users section. Select the name of the person or people you want to assign the ticket to and this displays the ticket in their My Tickets. You do not need to assign a ticket to anyone.

Select Go to open you ticket.

Open A Ticket through the IRIS Assets App

Play the Video guide.

In the Open A Ticket page, enter details to help you solve the issue, you do not have to complete all boxes but we recommend completing the following:

Asset ID — if there is an issue with an Asset logged on IRIS Assets, it is a good idea to allocate the ticket to that Asset so patterns and persistent issues can be tracked.

Title — brief description of the issue so it is clear to assess in the Active Tickets list.

Inbox — make sure the Ticket is assigned to the right person/team.

Ticket Priority — to prioritise workloads and demonstrate that you are on top of urgent or dangerous situations.

Description of Problem — details of the issue.

Select Go to open you ticket.

Dealing With A Ticket

Dealing With A Ticket through IRIS Assets Online

Select the ticket title in Active Tickets or My Tickets to open it (these sections are covered in more detail below). In the Ticket page you have multiple sections you can use.

Ticket Information displays key ticket information:

Ticket Title — description of the issue
Ticket Details — full details of the issue
Opened By — person who raised the ticket
Received — date and time the ticket was raised
Ticket Status — stage in the resolution process the ticket is at
Ticket Priority — urgency of the issue
Estimated Cost — track the expected costs of resolving the issue
Final Cost — track the actual costs of resolving the issue

Select Save to make any changes.

Ticket Replies — contains two key sub sections, a log of the original message and all replies and section to respond to ticket. In Respond to ticket you can:

Response — enter the response details
Send an email response — sends the response to the person who raised the ticket
Also forward response to — sends the response to a none IRIS Assets User by entering their email address (multiple email addresses can be added by pressing enter between each address).
Show Contact Names — sends the response to a IRIS Assets User, select Show Contact Names to display all names. Select the required name(s) of the people to send the response to.
Respond and Close — sends the response and close the ticket. If no one is selected to send the response to it leaves the response as a note in the log, this is very useful for people reviewing ticket progress.
Respond — sends the response and leaves the ticket open.

Asset Information — displays details of the Asset the ticket is allocated to or allows you to search for an Asset and allocate the ticket to it.

Assign Helpdesk Inbox — display or set the Inbox, Department, and/or Person the ticket is allocated to. Select Assign to save any changes.

Ticket Documents — displays a table of all the documents attached to the ticket. This is great for attaching certificates, guides, or receipts for any works. To add a document to a ticket, select Upload A New Document, in the next page select Browse, select the required document, select Open, then Upload. (Documents need to be no more than 8 MBs and one of the following file formats, pdf, jpg, gif, doc, ppt, xls, xsl, txt, csv, docx, zip, rar, tiff, xlsx)

Other Functions — Close Ticket and Delete ticket. The delete option is for removing duplicate tickets and should be used with care.

Dealing With A Ticket through the IRIS Assets App

Play the Video guide.

Select the ticket title in Active Tickets or My Tickets to open it (these sections are covered in more detail below). In the Ticket page you have multiple sections you can use.

Ticket Information displays key ticket information:

Ticket Title — description of the issue
Ticket Details — full details of the issue
User — person who raised the ticket
Received — date and time the ticket was raised
Ticket Status — stage in the resolution process the ticket is at
Ticket Priority — urgency of the issue
Responsible — display or set if and which IRIS Assets User the ticket is allocated to
Ticket Inbox — set the Inbox the ticket is allocated to
Estimated Cost — track the expected costs of resolving the issue
Final Cost — track the actual costs of resolving the issue

Select Save to make any changes.

Asset Information — displays details of the Asset the ticket is allocated to or allows you to search for an Asset and allocate the ticket to it.

Ticket Replies — contains two key sub sections, a log of the original message and all replies and section to respond to ticket. In Respond to ticket you can:

Response — enter the response details
Send an email response — sends the response to the person who raised the ticket
Also forward response to — sends the response to a none IRIS Assets User by entering their email address (multiple email addresses can be added by pressing enter between each address).

Go — to send the response. If no one is selected to send the response to it leaves the response as a note in the log, this is very useful for people reviewing ticket progress.

Close Ticket — closes the ticket.

Active Tickets

Contains two tables Helpdesk Summary and Active Support Tickets.

Helpdesk Summary contains a list of all the Helpdesk Inboxes you have access to as a IRIS Assets User. Select the Inboxes name to display a list of all the open tickets in the inbox.

Active Support Tickets displays all the open tickets in all the Helpdesk Inboxes you have access to as a IRIS Assets User. The table displays key information about tickets to give you an effective overview. Select the Ticket Title to open the ticket.

You can filter and search the Active Support Tickets table in IRIS Assets Online only. Above the table is a drop-down list for every column, you can select one or more result for each column to filter the tables results. Search is also displayed, you can enter results or part results to search the table.

My Tickets

Contains the same tables, information, and options as Active Tickets but only displays tickets allocated to you as a User. For more information on how to allocate a ticket to a IRIS Assets User go to the Open A Ticket or Dealing With A Ticket sections.

Closed Tickets

Contains a list of your Closed Tickets with key information about tickets to give you an effective overview. Select the Ticket Title to open the ticket. The following information is displayed:

The response log
Asset Information, displays the Asset the ticket is logged to or allocate the ticket to an Asset
Re-Open ticket if it is closed in error or reoccurs.
Delete ticket (use with care)

Helpdesk Overview (IRIS Assets Online Only)

Helpdesk Overview contains two tables, Ticket Priority and Status Overview and Inbox Overview. Checking these tables can provide you with information, including the progress of your tickets and how long they have been open.

Ticket Priority and Status Overview — displays the number of tickets allocated to each Priority and Status by inbox (you can set you Priorities and Statuses in Settings > Helpdesk Setup).

Inbox Overview — displays the number of ticket in each colour category, which indicates how long they have been open. Each Inbox is listed and has its own colour categories (you can set colour categories in Settings > Helpdesk Setup).

Helpdesk Reporting (IRIS Assets Online Only)

When you open Helpdesk reporting a table of all you existing Helpdesk Reports is displayed. Each report has its own option on the right hand side. Request runs the report on the current information and displays it. Edit allows you to change what the report is displaying, and Delete removes the report.

To create a new Helpdesk Report, select Click here to add a new report, to display the page with Create a new report and a table of Report Builder Reports. You can create a report that only displays tickets allocated to Assets displayed in the Report Builder Report by selecting Run, for example, so you can report on issues that affect tablet devices only. To report on all tickets, select Click here to add a new report.

Whichever option you select, the Helpdesk Reporting Questions page is displayed, where you can set the parameters for your Helpdesk Report with one or more of the following options:

Ticket Title — enter search details

Opened By — limit your Report to tickets opened by any person on the comprehensive list

Date Opened — select from Matches, After and Including, and Before, then enter the required date

Ticket Status — select the relevant Status (these are set in Settings > Helpdesk Setup)

Priority — select the relevant Priority (these are set in Settings > Helpdesk Setup)

Ticket Inbox — limit your Report to tickets in one Helpdesk Inbox

Ticket Department — limit your Report to tickets in one Department

Allocated To — limit your Report to tickets allocated to a single IRIS Assets User (those found in their My Tickets)

Ticket ID — select from Matches, Greater Than, and Less Than, then enter the required Ticket ID

Ticket Type — set if you want to limit your Report to tickets raised by general colleagues (Email Ticket) or a IRIS Assets User (Online)

Closed Date — select from Matches, After and Including, and Before, then enter the required date

Closed By — limit your Report to tickets closed by a specific IRIS Assets User

Ticket Stage — limit your Report to ticket that are Open and Closed, Open, or Closed

Length Of Time The Ticket Was Open (Closed Tickets only) — select from Matches, Greater Than, and Less Than, then enter the Hours and Minutes

Select to show only Unactioned Tickets — select to activate the option

Name your report if you wish to save it (Optional) — if left blank your report is not saved for future use

When you have set all your parameters, select Next to generate your Helpdesk Report. A table containing all the relevant tickets is displayed. It can be ordered by any column using the arrows in each column header. You can Search to limit the results by a key word or partial word. Select Copy, CSV, Excel, PDF, Print to download or pull out your Helpdesk Report in the stated format.

Ticket Scheduler

A Scheduled Ticket raise a Helpdesk Ticket once or more at a set future time and date(s). They are very useful for setting reminders and to make sure activities are completed.

Create A Scheduled Ticket

Play the Video guide.

In Ticket Scheduler, select New Scheduled Ticket. The Open a Support Ticket page is displayed.
Now you have two options, open the ticket with or without an Asset. To allocate the Scheduled Ticket to an Asset type the Asset ID, Asset Name, or relevant Answer (such as serial number) into the Asset Name, select Go, then select the correct Asset. To open a ticket without an Asset, select Open a ticket without an asset.
The Open A Support Ticket page is displayed. Enter details for your Scheduled Tickets (you do not have to complete all boxes just those with the red star):
- Title — brief description of the task. This is displayed to people viewing the Scheduled Ticket(s) alongside all the other Helpdesk Tickets in the Active Tickets list.
- Inbox — the Helpdesk Inbox the Ticket(s) are raised in right person/team.
- Ticket Status — stage the ticket is at (you can set the available Ticket Statuses in Settings > Helpdesk Setup).
- Ticket Priority — urgency of the task (you can set the available Ticket Statuses in Settings > Helpdesk Setup).
- Description of Problem — details of the task. It is worth being very clear, listing any steps, providing instruction/direction, and stating if anything needs recording and where.
- Frequency — how often the ticket is raised. This includes Once to raise a single Ticket in the future, various standard time periods (e.g. Weekly), and Custom, which is set through Custom Time.
- Custom Time — if required, set the time unit (Days, Weeks, Months, Years) and regularity (01, 02, 03, etc.) for example, 03 Days. Only relevant if Frequency is set to Custom, otherwise this section is inactive.
- Open Ticket on — sets the date your Scheduled Ticket(s) is first opened and the time the first and any subsequent Tickets are opened.
- Schedule Ticket Groups — placing the Scheduled Ticket in a group allows you to group similar tasks, connected tasks and tasks carried out on the same Equipment together. This allows you to view the group and filter by the Group in the Scheduled Tickets Table.
- Assign Ticket to Users — gives you the option to assign all the Tickets your Scheduled Tickets creates to one or moreIRIS Assets Users.

Select Go to save your Scheduled Ticket and return to the main Ticket Scheduler page.Your Scheduled Ticket is displayed in the Scheduled Tickets Table.

Reviewing and Editing Your Scheduled Tickets

Reviewing Your Scheduled Tickets

In Ticket Scheduler you can review all your Scheduled Tickets in the Scheduled Tickets table, this gives you lots of useful information including Group, Frequency, and Next Ticket Date. You can filter and search the Scheduled Tickets table above the table is a drop-down list for every column, you can select one or more result for each column to filter the tables results. In Search, enter in results or part results to search the table. Each Scheduled Ticket has an Edit and Delete option in the column furthest to the right.

Editing Your Scheduled Tickets

Play the video guide.

In Scheduled Tickets table find the relevant Scheduled Ticket, then select Edit.
The Open A Support Ticket page is displayed. Edit the details for your Scheduled Tickets which include:
- Title — brief description of the task. This is displayed to people viewing the Scheduled Ticket(s) alongside all the other Helpdesk Tickets in the Active Tickets list.
- Inbox — the Helpdesk Inbox the Ticket(s) are raised in right person/team.
- Ticket Status — stage the ticket is at (you can set the available Ticket Statuses in Settings > Helpdesk Setup).
- Ticket Priority — urgency of the task (you can set the available Ticket Statuses in Settings > Helpdesk Setup).
- Description of Problem — details of the task. It is worth being very clear, listing any steps, providing instruction/direction, and stating if anything needs recording and where.
- Frequency — how often the ticket is raised. This includes Once to raise a single Ticket in the future, various standard time periods (e.g. Weekly), and Custom, which is set through Custom Time.
- Custom Time — if required, set the time unit (Days, Weeks, Months, Years) and regularity (01, 02, 03, etc.) for example, 03 Days. Only relevant if Frequency is set to Custom, otherwise this section is inactive.
- Open Ticket on — sets the date your Scheduled Ticket(s) is first opened and the time the first and any subsequent Tickets are opened.
- Schedule Ticket Groups — placing the Scheduled Ticket in a group allows you to group similar tasks, connected tasks and tasks carried out on the same Equipment together. This allows you to view the group and filter by the Group in the Scheduled Tickets Table.
- Assign Ticket to Users — gives you the option to assign all the Tickets your Scheduled Tickets creates to one or moreIRIS Assets Users.
Select Go to save your Scheduled Ticket and return to the main Ticket Scheduler page.Your Scheduled Ticket is displayed in the Scheduled Tickets Table.

Modify Scheduled Ticket Groups

In Ticket Scheduler, select Modify Scheduled Ticket Groups to display the Scheduled Ticket Groups page, where you can view a table of all the Scheduled Ticket Groups. There are 3 options:

Deactivate a Group
Reactivate a Group
Create a New Scheduled Ticket Group — enter the group name in Add New Ticket Group, then select Add New Group

If you need further help using the system, log a support ticket (a Service Cloud account is required) to contact our Support Team.