WEB INTERFACE

LOGIN PORTAL

The Mint Web Client URL leads you to the login portal, to ease the user management, all the users can log in in the same page and the system will open the proper session based on the assigned role.

Mint Service Desk works with three different user profiles:

  • Customer
  • Agent
  • Admin

SIGN IN

It is the main displayed screen. If you already have an account, just type your username and your password in the corresponding fields and click on image41. If you want, you can check the option “Remember My Login”.

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FORGOT MY PASSWORD

If you forgot your password you just need to click on the image43 link that will forward you to a new screen where you need to type your email address in order to receive a new temporary password. Don’t forget to change it to something you will remember easily but remember that password should also be safe and hard to crack.

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SIGN UP

If you don’t have an account, the image45 button (on the right upper corner) will take you to a predefined form, where you have to type your personal information: “USERNAME”, “EMAIL”, “FIRST NAME”, “LAST NAME” and “PASSWORD”, in order to create your account. The MINT Service Desk admin will receive your request, activate your account and assign you a correct Role - so you would be able to log in.

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BASICS

All users have the same section to change their profile settings, after a successful login. You will find an action bar on the top, including the image47 button to hide/show the bar on the left, the new ticket image48 action button and the profile image49 .

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On the top right corner, you will see a picture or letters from your profile. In order to edit your profile or logout, you need to click on the circle image51 .

It will display a menu with two options: “Profile” and “Log out”.

PROFILE

If you click on “Profile” it will lead you to the section where you can change your personal data, like “Picture” (by clicking on the box), “Language”, “First Name”. “Second Name”, “Surname” and “Password”. Also, you can select what kind of notifications you’re interested in receiving: ‘System alerts’, ‘Push’, ‘email’ or ‘mention’.

The last option of those options means that when you select it you will receive an notification each time an Agent mentioned you in any places. Also other Agent will receive such notification when you mention him.

Please notice that it is not possible to change the “Email” or “Login”, only the administrator can change the “Email”.

On the right side of the screen, you will also see some custom created fields with additional information. Those fields can be created and managed in Admin > Users > Schema Creator – it will be explained later in this guide.

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After making your changes you have to click on the image53 button to store your changes, also if you want to leave this section, the system will ask you if you want to save changes before leaving.

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SIGN OUT

If you want to log out and close your session on MINT Service Desk, just click on “Sign out” and the system will close your session and lead you to the main login screen.

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CLIENT PORTAL

The client portal is a user-friendly interface where clients can see their tickets, create new tickets, and check the list of available assets.

DASHBOARD

The first screen after login is “Dashboard”. It displays the tickets that the client is able to see, those can be “My tickets” or tickets from the same company created by another colleague.

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You can filter the tickets listed by ‘Queues’, ‘Ticket type’, ‘Status’ and ‘Period’, or choose to sort tickets by different attributes like “Ticket Number”, “Subject”, “Creation date” and more.

The attribute columns can be added or removed in the section “Set column properties” on the right side by clicking on the image57 button. Once you do that you will see a small window, where you can select the desired information you want to see on the tickets list. Making any changes in ‘Set column properties’ is automatically saved, so you won’t lose anything once you go to any other part of the system. You can also click on most of the columns in order to sort the list by desired attribute (like ‘Creation date’ or ‘Subject’).

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Also, you can look for specific tickets using the section “Search” field. Whatever you type here will be searched for, depending on the things you marked in the ‘Search by’ section of the ‘Set column properties’ window.

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In the upper part, above the tickets list, you will see a image60 button, which will allow you to reset the view and remove all of the active filters.

If you want, you can export the list of your tickets and save in one of two file formats: .CVS or .XLSX. To do that, just click on the image61 button and select one of the 2 available file formats. Now, in the new window click ‘Save’ to save the file in your browser’s default download catalog.

Once you open the file it will contain tickets information such as: ‘Ticket number’, ‘Id’, Subject’, Creation date’, ‘Last modification’, ‘Company’, ‘Status’, Customer’, ‘Queue’, and ‘Assignee’.

If you like to see or hide tickets that have already been solved and closed, you can always mark/unmark the option image62 located on the right side of the Dashboard screen.

When you have plenty of Tickets on the list, you will have to use some additional navigation options, located below the list of Tickets, for moving between pages or for changing the number of Tickets that can be displayed on one page.

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On the left side, you have the navigation buttons, while on the right side you can change the number of tickets per page. Those options are available in many places in Mint Service Desk.

One more important thing is that you can click on any attribute of the listed tickets on your dashboard and that will take you to the “Ticket Details” of the selected ticket.

TICKET DETAILS

You will find the communication and the details of the ticket in this section.

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All of the information about “Ticket number”, “Customer”, “Company”, “Status”, “Queue”, “Assets”,” Ticket type”, “Priority”, “Service”, “Age” and “Channel” are located on the right side in ‘Details’ section.

Take notice that the attribute “Assets” also includes a search option that you can use to look for a specific asset very quickly and link it with the ticket.

Below the ‘Details’ section, you will find some additional attributes/information. They can be created and managed by the Admin user in Admin > Tickets > Schema Creator – it will be all explained later in this guide.

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The messages and details of the communication are in the middle. Messages can be displayed in chat view or framed by selecting one of them image66 .

If the message contains a lot of text it will we shortened – in order to see the whole text you need to click image67 .

You can type your message in the text box and send it by clicking on image68 button.

You can also use the image69 section to compose a larger message and change the font, size, format as well as add some attachments.

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While typing a new message you can also ‘mention’ someone e.g. other Agent or client himself. If the agents select the ‘mention’ option in his user profile setting (‘notifications’ part) he will receive a notification.

To mention someone just type ‘@’ and start typing the name/username of a person you want to mention.

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Now click the image72 button and the message will be sent and you will see in on the chat.

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One last thing is that you can ‘Subscribe’ the ticket by clicking on image74 icon. You will receive a notification each time something new happens within the ticket.

If, by any means, you want to close the ticket, as a Client you can do this by clicking on the image75 button located in the top right corner of the ‘Details’ section. Once you do that a new message will appear in the chat section.

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Basically, the ‘Ticket Details’ section is where you will see all of the interactions between customers and agents happening in order to solve the ticket.

ASSETS

As a customer, you will also see the “Assets” section, where you will find the assets available from the company or provider. This means that the MINT Service Desk administrator added some assets that are not assigned to you, but they are available or connected because maybe you can relate your requests with them or you can ask for new services knowing that the asset is available in the company.

As an example, it is very helpful for software assets because you will know if your company already has a particular software or license you may need, and you don’t need to pay twice.

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Right here you can filter those assets by ‘Categories’ or by ‘Period’. If you want to reset active filters, just click on the image78 button. You can also remove any selections (Categories, Filters, Attributes chose values) by click on image79or image80 button right next to each position.

The attribute columns can be added or removed in the section “Set column properties” on the right side by clicking on the image81 button. Once you do that you will see a small window, where you can select the desired information you want to see on the assets list. Making any changes in ‘Set column properties’ is automatically saved, so you won’t lose anything once you go to any other part of the system.

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Also, you can look for a specific assets by using the section “Search” field. Whatever you type here will be searched for, depending on the things you marked in the ‘Search by’ section of the ‘Set column properties’ window.

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If you want to see the details of any asset, just click on one of them or use image84 button, and the system will move you to an ‘Edit Asset” screen which displays information and Asset’s attributes.

Remember, that there might be more attributes for that asset in the system, but you will be able to see only those which Admin user wants to display.

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Also, if by any means necessary, you will be granted the rights and privileges to make any changes inside the asset, in this place you will be able to do it.

ACTIVITIES

On the left side, in the lower part of the menu, you will find the Activities section. It will display the customer tickets with any new activity, so the customer can easily see what is new and go directly to the action. You will see a blinking ticket on the list each time a new change, like a new answer from the Agent, has been made.

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If you like, you can delete any position from the Activities list, by clicking the image87 button, which will appear the moment you move your mouse cursor over any activity.

If you have plenty of positions available on the Activities list, it will be divided into pages. To move between them you need to use a image88 navigation option.

NEW TICKET

On the top right side of the Dashboard screen, you will find two shortcut icons: image89 and image90 for “Create New Ticket”. Click on one of them and the new ‘Create new ticket” screen will be displayed.

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Right here, you will need to fill up some required (marked with a *) information such as “Subject” (a short description of your incident or request), “Description” (detailed information about the problem, your need, etc.) and also choose a right ‘Ticket type’ and assign the ticket to a right queue by selecting one on the ‘Assign to queue’ list.

Apart from the above you can also choose a ‘Service’ (along with SLA/parameters/priorities which are specified individually for each service), add some attachments (pictures, screenshots, etc.), and select a ‘Priority’ of your ticket.

If you chose a ‘Ticket type’ which includes some additional attributes, you will see, that on the right side of a screen a new block has appeared, containing some fields and other options, where you can add even more information.

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Now, once you’re done with everything, just click on the image93 button (right bottom corner) to create your new ticket and wait for Agent’s response.

As you probably noticed, immediately after creating a ticket you have received an automated response message from MintSD Assistant. Those messages can be created and managed by the Admin user – it will be explained later in this guide.

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Last, but now least, if you ever see the following message, while trying to access any Ticket or Asset, it means that the Admin user has changes your access rights and you need to contact him and ask for help.

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AGENT PORTAL

DASHBOARD

Once you login to your Agent account you will see a Dashboard view.

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It will display the tickets that you are able to see based on the agent rights. You can sort them by different attributes (by clicking on the column name) and also on the left side you can filter your tickets by “Queue”, “Ticket Type” or you can use the “Filter by” option that helps you to filter them by “Status”, “Agent”, “Company” and “Period”.

The attribute columns can be added or removed in the section “Set column properties” on the right side by clicking on the image97 button. Once you do that you will see a small window, where you can select the desired information you want to see on the tickets list. Making any changes in ‘Set column properties’ is automatically saved, so you won’t lose anything once you go to any other part of the system.

image98

Also, you can look for specific tickets using the section “Search” field. Whatever you type here will be searched for, depending on the things you marked in the ‘Search by’ section of the ‘Set column properties’ window.

image99

In the upper part, above the tickets list, you will see a image100 button, which will allow you to reset the view and remove all of the active filters.

If you want, you can export the list of your tickets and save in one of two file formats: .CVS or. To do that, just click on the image101 button and select one of the 2 available file formats. Now, in the new window click ‘Save’ to save the file in your browser’s default download catalog.

Once you open the file it will contain tickets information such as: ‘Ticket number’, ‘Id’, Subject’, Creation date’, ‘Last modification’, ‘Company’, ‘Status’, Customer’, ‘Queue’, and ‘Assignee’.

If you like to see or hide tickets that have already been solved and closed, you can always mark/unmark the option image102 located on the right side of the Dashboard screen.

When you have plenty of Assets on the list, you will have to use some additional navigation options, located below the list of Assets, for moving between pages or for changing the number of Assets that can be displayed on one page.

image103

On the left side, you have the navigation buttons, while on the right side you can change the number of Assets per page. Those options are available in many places in the Mint Service Desk.

One more important thing is that you can click on any attribute of the listed tickets on your dashboard and that will take you to the “Ticket Details” of the selected ticket.

NEW TICKET

If an Agent receives a phone call from a customer or if he wants to create an internal ticket, then he needs to create a new ticket. In all cases, the agent needs to click on one of two buttons: image104 or image105 , located on the top right side of Client Portal.

A new ‘Create new ticket’ screen will be displayed.

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When an agent receives, for example, information that some Customer has a problem but did not or (by any means) cannot create a Ticket, an Agent can, while creating a ticket, assign ‘Company’ and a ‘Customer’ to the ticket.

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In this place, an Agent cal also quickly add a new Company and user by clicking on the image108 button. Depending on the choice he will see one of two following windows.

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Once an agent chooses a Company and/or Customer additional information will appear on the right side.

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Now, the agent needs to add some required (marked with a *) information such as “Subject” (a short description of your incident or request), “Description” (detailed information about the problem, your need, etc.) and also choose a right ‘Ticket type’ and assign the ticket to a right queue by selecting one on the ‘Assign to queue’ list.

Apart from the above Agent can also choose a ‘Service’ (along with SLA/parameters/priorities which are specified individually for each service), add some attachments (pictures, screenshots, etc.) and select a ‘Priority’ of his ticket.

If an Agent chooses a ‘Ticket type’ which includes some additional attributes, he will see, that on the right side of a screen a new block has appeared (located below the ‘Company Details and/or ‘Customer Details’ parts), containing some fields and other options, where he can add even more information to his ticket.

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Now, once an Agent has completed filling up the information, he needs to click on the image113 button (right bottom corner) to create his new ticket.

TICKET DETAILS

As mentioned before, from the ‘Dashboard’ view, as an Agent you can click on any of the tickets on the list in order to move to the ‘Ticket Details’ part of the system.

image114

Right here, all of the Ticket Details will be presented on the right side. Those are: “Ticket number”, “Customer” (by clicking the image115 icon you will be able to change/add a Company or Customer), “Company”, “Status”, “Assignee”, “Queue”, “Related to”, “Assets”, ” Ticket type”, “Priority”, “Service”, “Age” and “Channel”.

Take notice, that as an Agent you are able (unlike the Customer) to change most of the details. Just like the Client, you can add specific assets to your ticket, but also relate this ticket with any other, if the problem is similar to previously reported.

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If you click on a magnifier icon, next to any of those two positions, you will see a new window, where you can either search for an asset or a ticket you want to add (asset) or relate (ticket) with your problem. Below you can see the look of the window, where you can search for an asset to add to your ticket.

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Searching for a ticket, you want to relate to yours, looks very similar. The only difference is that you can filter them by Queue or Ticket Type (while for the assets you use Categories).

Below the ‘Details’ section, you will find the ‘SLA timeline’ section showing interactive counters (with progression bars) with time left for e.g. responding to the client or for resolution of a problem. Those timers are refreshed each second and progression bars are filling up. Once any of them is full (or close), the right person (depending on Admin choices made in Services section) will receive a notification.

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Below the ‘SLA timeline’ section you will find some additional attributes/information (depending on the Ticket Type you choose earlier). They can be created and managed by the Admin user in Admin > Tickets > Schema Creator – it will be all explained later in this guide.

image119

The messages and details of the communication are in the middle. Messages can be displayed in chat view or framed by selecting one of them image120 .

If the message contains a lot of text it will we shortened – in order to see the whole text you need to click image121 .

You can type your message in the text box and send it by clicking on image122 button.

You can also use the image123 section to compose a larger message and change the font, size, format as well as add some attachments.

image124

One last thing is that you can ‘Subscribe’ the ticket by clicking on image125 icon. You will receive a notification each time something new happens within the ticket.

The communication within tickets is very important. The cool thing is that as an Agent you can check the “Private note” option (located at the bottom) in order to send internal messages which will be visible only for Agents and not for the Customers.

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Always remember, that if you want to send messages to the customer you need to uncheck this option, otherwise the customer won’t be able to see them.

The other important thing within communication is that you can add some internal comments next to any internal message and by that to start an “Internal discussion” with other agents in order to discuss the problem.

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Thanks to that you can keep track of the answers in one place rather than adding new ‘private messages’ in the main chat. You won’t have to scroll down the whole communication and look for the answers.

When you reload the view or come back to the ticket after some time, you will notice that internal discussions are hidden. In order to see them, you need to click on the image128 link.

Last, but not least, a New Ticket will always wait for someone to be assigned to it. If an Agent writes a message inside the Ticket chat, he will be automatically assigned to the ticket. The other way to do it is to click on the “Assignee” part of the “Details” section and choose an agent from the list.

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In both cases, a new internal message will be displayed in the communication part of the “Ticket Details’ view.

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NEW ASSET

On the top right side of the agent portal, the bar menu also displays the button of the feature “New asset” that allows agents to create new assets.

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Once you click on the icon, a new asset creation form will be displayed. Right here, an Agent can create a new asset.

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Now, an Agent need do put in the required information (marked with *): “Name” and select the right “Category”. He can also add a detailed “Description” or some attachments.

The available categories are related to the configuration of user rights.

Once all of the information is ready, click on the image133 button.

The screen will reload and you will see that some additional fields have been created on the right side. Those are additional attributes available for the particular Category of Assets. They can be created and managed by the Admin user.

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Once you add that additonal information, you can update the asset by clicking on image135 button.

WIDGETS

The cool thing when working as an Agent is that you can create your own custom ‘Widgets’. For example, if you need to have a quick way to see only new tickets from one particular queue you can use filters, and then, when you see what you want you just click on the button image136.

A new window will appear, where you need to type the name for your widget and click on the image137 button.

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After you do that, on the left side menu, in the ‘Widgets’ section, you will see a newly created widget. Now, you can click on in at any time and you will see custom information.

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If you want to delete the widget just click on in with your Left Mouse Button and while holding it drag the widget down over the Trash Can icon (it will be invisible until you move the widget down). Now release Left Mouse Button and the widget will be removed.

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ASSETS

The Agents cannot only see the assets like the customers but also, they are able to edit the attributes. The displayed assets and their attributes are related to the configuration and rights that the administrator assigned to the agent.

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Right here you can filter those assets by ‘Categories’ or by ‘Period’. If you want to reset active filters, just click on the image142 button. You can also remove any selections (Categories, Filters, Attributes chose values) by click on image143or image144 buttons right next to each position.

The attribute columns can be added or removed in the section “Set column properties” on the right side by clicking on the image145 button. Once you do that you will see a small window, where you can select the desired information you want to see on the assets list. Making any changes in ‘Set column properties’ is automatically saved, so you won’t lose anything once you go to any other part of the system.

image146

Also, you can look for a specific assets by using the section “Search” field. Whatever you type here will be searched for, depending on the things you marked in the ‘Search by’ section of the ‘Set column properties’ window.

image147

If you want to see the details of any asset, just click on one of them or use the image148button, and system will move you to an ‘Edit Asset” screen which displays information and Asset’s attributes.

Remember, that there might be more attributes for that asset in the system, but you will be able to see only those which Admin user wants to display.

image149

Also, as mentioned before, as an Agent you are able to edit the attributes of the asset, unless, by any reason, an Admin user decided otherwise. The displayed attributes and possibilities to change them are related to the configuration and rights that the Administrator assigned to the Agent.

ACTIVITIES

Just like with the Client account, on the left side, in the lower part of the menu, you will find Activities section. It will display the agents tickets with any new activity, so you can easily see what is new and go directly to the action. You will see a blinking ticket on the list each time a new change, like a new answer from the Client, has been made.

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If you like, you can delete any position from the Activities list, by clicking the image151 button, which will appear the moment you move your mouse cursor over any activity.

If you have plenty of positions available on the Activities list, it will be divided into pages. To move between them you need to use a image152 navigation option.

Last, but now least, if you ever see the following message, while trying to access any Ticket or Asset, it means that the Admin user has changes your access rights and you need to contact him and ask for help.

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