Introduction

This guide picks up right after the Web Help Desk (WHD) installation process and walks you through the initial steps you need to start using the application in your organization.

If you need to install Web Help Desk, start with the Web Help Desk Installation Guide.

If you are a new user, this guide applies to you and is the best place to start with Web Help Desk.

If you are an existing user, you will find more advanced information in the Web Help Desk Administrator Guide. If you need instructions on how to upgrade, see the Web Help Desk Upgrade Guide.

How to get started

1.

Create client accounts. Log in to the Web Help Desk Administrator Console and create client accounts for each Web Help Desk user who submit tickets and techs who submit cases.

2.

Create tech accounts and define tech permissions. Create a tech account for each tech who creates and resolves tickets. When you are finished, define the tech permissions that determine the actions each tech can perform in the application.

3.

Create tech groups and request types. If you are managing a large organization, plan and create tech groups and request types to determine how tickets are routed through Web Help Desk and assigned to techs.

4. Configure the ticket options. Define the rules that apply to all tickets. If required, create custom fields to track additional ticket information.
5. Configure incoming and outgoing e-mail accounts. Configure separate incoming and outgoing email accounts to collect incoming mail for IT tickets and deliver outgoing mail. If you created the email accounts in the Configuration Wizard during the initial setup, you can verify your account information.
6. Set up ticket creation by email. Configure Web Help Desk so you can submit your tickets through email.
7. Track your corporate assets. Set up asset management to track the deployment, use, and maintenance of your corporate assets (such as servers, laptops, and monitors). Begin with creating your locations. You can also discover assets using the Discovery Engine (WMI) or LANsweeper, or configure Web Help Desk to discover assets stored in NPM, SAM, or NCM.
8. Configure the ticket types. Configure Web Help Desk tickets as service request or incident tickets. When you are finished, you can link incident tickets to a problem ticket and manage problem and incident tickets
9. Start using Web Help Desk. Get started with Web Help Desk as a tech. Learn how to create tickets, view and customize the ticket queue, search for a ticket, and update and resolve tickets. You can also create training materials for your Web Help Desk clients using a client training template.
10. Beyond getting started. Get access to additional resources that will help you move beyond getting started.