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 . If you want, you can check the option “Remember My Login”.

FORGOT MY PASSWORD

If you forgot your password you just need to click on the 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.

SIGN UP

If you don’t have an account, the 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.

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 button to hide/show the menu sidebar on the left, the new ticket action button (Client and Agent account) and the profile . Agent user will also have one additional button available used for creating a new asset.

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

It will display a menu with three options: “Profile”, “Notifications” 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”, “Theme”, “First Name”. “Second Name”, “Surname” and “Password”. 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 user “Picture” you will also find a QR code for MINT Mobile app configuration. One you have configured your MINT Service Desk system you can use this QR code to automatically configure your MINT app (if you already downloaded and installed it on your mobile device).

At bottom part of the ‘User profile’ view, below the section ‘User settings’ you will section with additional information that can be created and managed in Admin > Organisation > User fields – it will be explained later in this guide. By default there is nothing here, but once the Admin creates some fields, you (and all of the users) will see them here. They might look like the one in the following screen (‘Contact’, ‘Location’, ‘Additional info’ parts).

The last thing is that you can change the Mint SD theme. You can choose one of three:

• Default
• Dark
• Grey

To do so go to ‘Theme’ section and click on “Choose theme’ field. Now, from the dropdown menu select one of the themes (for example ‘Dark’ one).

Once you save your changes you will immediately see the difference.

Always remember that after making any changes in your profile you have to click one the button to store your changes. If you forget to do it, the moment you try to leave this part of the system you will see the following message.

NOTIFICATIONS

Below ‘Profile’ button you will find another position: ‘Notifications’. Right here you the notifications which were allowed for you to receive (admin user can change that). If you don’t want to receive any of them simply unmark the correct position.

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.

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 view after login is called “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.

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. To do so just click on the column name. You will notice that each time you do that a small icon next to the column’s name will change: -> ->

The attribute columns you see can be added or removed in the section “Set column properties” on the right side by clicking on the 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.

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.

In the upper part, above the tickets list, you will see a 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 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 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.

On the left side, you have the navigation buttons, while on the right side you can change the number of tickets per page (5/10/15/20/25/50 or even 100, by default you will have 10 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.

Last, but not 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.

NEW TICKET

On the top right side of the Dashboard screen, you will find two shortcut icons: and .

Click on one of them and the new ‘Create new ticket” screen will be displayed.

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.)
• choose a right ‘Ticket type’
• assign the ticket to a right queue by selecting one on the ‘Assign to queue’ list.

In this place, you can also add the Asset (from those which are available for you) if the problem is happening strictly on a specific device. Once you click on the magnifier icon you will open a new window where you can search and select assets you want to assign to your ticket.

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, .zip files, docs, 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 view a new block has appeared, containing some fields and other options, where you can add even more information.

Take notice that once you start typing the text in the ‘Description’ field you might see a new block ‘Knowledge Base’ on the right side. There is a chance that your question/problem has already been described or solved in the Knowledge Base section so if the system finds the right topics (based on the words you type) it will display them immediately for you.

To see details just click on any of the topics and you will see detailed information.

Once you finished with adding information the view should look like in the following screenshot.

If, for any reason, you decide that you put the wrong text inside ‘Subject’ and ‘Description’ fields you can delete their content very easily. Just click located in the upper part of the “New ticket’ section.

Once you do that, the ‘Subject’ and ‘Description’ fields will be cleared of content.

Before you create a new Ticket there is one more thing you need to know. Mint automatically remembers the content of the two abovementioned fields. When you accidentally leave the “Create new ticket’ view you’re not losing the content of those two fields. Once you go back to ‘Create new ticket’ view you will notice that ‘Subject’ and ‘Description’ are filled with the same text you entered.

When you’re create a new ticket, you can see how it’s gonna look like by simply scrolling the view down..

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

TICKET DETAILS

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

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

To close the ticket, click the button in the top right corner.

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.

Once you choose one (or more) and click Save those assets will be visible in the ‘Assets’ part of the ‘Details’ section.

If you click on any of them it will open a new window where you will see details of this chosen Asset. If from this place you click the button inside you will go to the ‘Edit asset’ view where you can change the assets details (if you have the required rights).

Below the ‘Details’ section, you might find some additional attributes/information related with the “Ticket type”. They can be created and managed by the Admin user in Admin > Tickets > Types – it will be all explained later in this guide.

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

If you switch to a framed view (chat is set as a default view) you will see the list of messages. To see details of each of them just click on it (screen below).

The other two buttons next to chat/framed view are used for the ‘Notifications timeline’ and Subscribing/Unsubscribing the ticket.

If you click first of them () you will see a small window containing the history of notifications created for this one particular ticket. If you want to see previous activities just click thebutton.

The second one (), once activated will send you notifications each time something new happens within the ticket.

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

Except for the messages, in the chat section, you will see some additional information e.g. when an Agent decides to change the ticket Status or its Priority.

Now, if you want to type and send a message, just use the ‘Customer portal’

section below the Chat section.

Type the message, add some attachments (‘Add attachment’) if you want, and click button.

You can also format your message by using the text editor, which will be displayed once you click on the ‘Enter the message…’ window.

When you’re ready just click the button and the message will be sent. You will immediately see in on the chat.

Basically, the whole ‘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 client, 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.

Right here you can filter those assets by ‘Categories’ or by ‘Period’. If you want to reset active filters, just click on the button. You can also remove any selections (Categories, Filters) by click on or 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 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.

Also, you can look for 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.

If you want to see the details of any asset, just click on one of them.

To edit asset click on button.

System will move you to an ‘Edit Asset” view 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.

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.

If, on the other hand, you want only to see details of any asset (without changing anything in it) you can click on any asset on the list and you will be moved to the ‘Asset details’ view.

From this view, you can also move to ‘Edit asset’. Just click on the button. Also, if the asset is related to any of your Tickets (an Agent is able to do it) you will find it on the list once you click the button.

Also, as you already noticed, inside the ‘Edit asset’ view there is a section ‘Resources’ which contains Asset ‘label’ – a QR code which you can scan and you will be moved to the Asset Details of this particular Asset.

MY ASSETS

The only difference between this part and ‘Assets’ is that here you will only see the Assets that are only assigned to you. The rest (asset list, editing, preview, etc.) stays the same as it was for ‘Assets’.

KNOWLEDGE BASE

In this section, as a Client you can see the whole list of Knowledge Base topics with questions assigned to them and their answers. You can browse the list of already existing topics and search for the answers that might help you with your problem. Also, as it was described in ‘Ticket details’ part, you can get some help when you’re creating a Ticket, while typing the Ticket’s content.

The default view shows the list of all available topics. On the left side, you can see available categories.

You can select one category, or even a sub-category inside to find the topic that fits your need. If you do so you can easily go back to any level above in the category structure by clicking on the category path in the upper side of the view.

You can also click on the ‘X’ button located on the right side of the currently selected category/sub-category.

By default, in the main view of the Knowledge Base section, you will see the list topics with the following attribute columns: Category, Question, Action. In order to see more information, you need to click the button.

Once you do that you will see a small window, where you can select the desired information you want to see on the Knowledge Base 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.

Also, you can look for a specific topic 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.

In the upper part, above the topics list, you will see a couple of buttons:

• ‘Most viewed’
• ‘Last added’
• ‘Last modified’

They are used for sorting the list by:

• Most viewed - from most viewed to the least viewed (column ‘Number of visits’)
• Last added – from most recently added topic to the oldest one (column ‘Age’)
• Last modified – from the most recently modified = most up to date (column ‘Last modification’)

Remember that in order to see any changes on the list while selecting the options above you need to have the right abovementioned attribute columns selected.

ACTIVITIES

On the left side, in the lower part of the menu, you will find the Activities section.

It will display the tickets with any new activity, so you could easily see what is new and go directly to the action. You will see a blinking position on the list each time a new change, like a new message (Article) from the Agent, has been made. The notifications are customizable (color, title, content, etc.), but only an Admin user is allowed to do that.

You can delete any position from the Activities list, by clicking the button.

If you have more than one activity on the list you can either ‘Delete all’ of them (they will disappear) or mark all of them as already read (‘Read all’).

Also if you have a couple of unchecked notifications within one ticket, for example, a couple of unread messages from the Agent, you will notice a number presented on the right side inside the notification.

Now you can click on the notification and be moved to the Ticket Details screen where you can check the messages you missed.

You can also click on the “Read’ icon to mark the notification as already Read (it will be grayed out) or even click on the ‘Read all’ icon to mark all of the notifications (described with a number) as already read.

Once you use those options the notifications would now look like in the following screen.

If you have plenty of positions available on the Activities list, you will see only part of them. To see more click on the button ‘See more activities’ and more of them will be loaded.

Each time you click on the notification in the ‘Activities’ section you will be moved to the Ticket Details screen where you can continue communicating with an Agent.

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 changed your access rights and you need to contact him and ask for help.

AGENT PORTAL

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

DASHBOARD

Dashboard 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 - you will notice that each time you do that a small icon next to column’s name will change //)

On the left side of the Dashboard 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 ticket which is new will be Bold until you click on it and go to its details.

New ticket:

The ticket you already opened:

The attribute columns can be added or removed in the section “Set column properties” on the right side by clicking on the 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.

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.

In the upper part, above the tickets list, you will see a 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 it in one of two file formats: .CVS or .XLSX. To do that, just click on the button and select one of the 2 available file formats.

Now, in your Operational System’s file explorer click ‘Save’ to save the file on your hard drive.

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 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.

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 position of the listed tickets on your dashboard and that will take you to the “Ticket Details” of the selected ticket.

Always remember that the list of Tickets on the dashboard view is not refreshed automatically while you stay in that view. You need to do manually, either by hitting the ‘F5’ button on your keyboard or clicking the ‘Refresh’ button in your web browser or simply going to another section and then going back to Dashboard.

To close several tickets, use the button. As you can see, this button is blocked by default. To activate it, simply select some tickets by clicking on the checkbox next to them.

Now use the button. A modal will show up. From the list select the “Close” option and confirm the operation with the “Apply” or “Apply without notification” button.

• Apply - Close multiple tickets with notifications in “Activities” section
• Apply without notification – Close multiple tickets without notifications in “Activities” section

When you click one of these buttons, the modal will be updated.

To download the report of closed tickets, click on the button.

Click outside the modal to complete the multiple ticket closing process.

NEW TICKET

If you receive a phone call from a customer or if you want to create an internal ticket, then you need to create a new ticket. In all cases, all you need to do is to click on one of two buttons: : or , located on the top right side of the Agent Portal.

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

When you fill “Company” and “Ticket type” fields the “Service” field will show up.

When you receive, for example, information that some of your Customers have a problem/need help but did not or (by any means) cannot create a Ticket, as an Agent you can, while creating a ticket, assign ‘Company’ and a ‘Company user’ to the ticket.

In this place, you can can also quickly add a totally new Company and Company user by clicking on the button. Depending on the choice you will see one of two following windows.

Once you select a Company/Company user or add totally new one additional information will appear on the right side.

Now, you need to add some required (marked with a *) information such as “Subject” (a very short description of the incident, request, etc.), “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.

You can also add the asset (from those which are available for you) if Client’s problem/inquiry etc. is related to any specific device/asset.

Apart from the above you can also choose a ‘Service’ (along with SLA/parameters/priorities which are specified individually for each service).

If you want you can add some attachments (pictures, screenshots, etc.) and even select a ‘Priority’ of this ticket.

If you choose a ‘Ticket type’ which includes some additional attributes, you will see, that on the right side of a screen a new block has appeared (located below the ‘Company Details’ and ‘Company user Details’ parts), containing some fields and other options, where you can add even more information to his ticket. The information you might see here depends on the Administrator user. He is the only person that can create and manage those attributes.

Like it was previously described in the Customer part, when you’re typing the description in the ‘Description’ field, MINT Service Desk will search the Knowledge Base database for the topics which might include some useful information or even a solution to the problem. If the system finds the right topic (by analyzing the words you used in ‘Description’) it will display it on the right side.

To see the details just click on the topic and a new window will appear.

Now, once you completed filling up the information, you need to click on the button (right bottom corner) to create this new ticket. Once you do that you will be automatically moved to the ‘Ticket Details’ section.

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. It’s also a place where you will be moved once you create a new ticket.

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

Take notice, that as an Agent you are able (unlike the Customer) to change most of the details. You can add specific assets to the ticket, but also relate this ticket with any other, if the problem/request/inquiry etc. is similar to some other one.

If you click on a search button, 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.

The process of 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).

An Agent can also set a “Reminder”, which means that he can select a specific day and time when he will receive a notification (in the MINT system and on agent’s email).

While creating a reminder agent can also write o note describing, for example, the next action to be made.

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 the Services section) will receive a notification. It can be you or any other agent.

The moment a client creates a Ticket (if he’s using Mint) or a new ticket is created from email message, that new ticket will be waiting for an Agent to be assigned to it.

When you, as an Agent enter the Ticket Details of such Ticket you will notice three timers (or less/more if Admin user decides so).

When you assign yourself to a Ticket those timers will not change or stop. However, when you write any message to the Customer, even a simple ‘Hi’, two of those timers will disappear (‘Response time’ and ‘Update time’).

The only timer that stays until the problem is fixed and the ticket is closed is ‘Resolution time’ which shows the time limit before SLA conditions will be broken.

If the Ticket state will be changed to the one which has also a ‘Stop SLA’ option activated (see ‘Admin>Tickets>Statuses) the SLA timer will be stopped.

Once the ticket Status is set back to one that has no ‘Stops SLA’ option enabled, the timer will be running again and counting ‘Remaining’ time down.

If you forget about the ticket and the timer runs out you will not only receive a notification about it (if it was configured by the admin) but also you will see the timer just like on the following screen.

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.

Below the Details, unlike the Customer user, an Agent is able to see the Knowledge Base topics that have been found and might include some useful information or even a solution to the Client’s problem. If you don’t see any Knowledge Base information here it means that the system has not found any topics in the Knowledge Base database, based on the Ticket’s description.

Right here you can also click on the displayed Knowledge Base topic in order to see its details.

Now let’s go back to the main section of the Ticket Details view. The messages and details of the communication are the main part and take the most space.

Messages can be displayed in a framed or chat view by selecting one of them . The button responsible for that is located at the top part of the view.

If you switch to a framed view (chat is set as a default view) you will see the list of messages. To see details of each of them just click on it (screen below).

The next two buttons next to chat/framed view: are used for ‘Notifications timeline’ and ‘Subscribing/Unsubscribing’ the ticket.

If you click first of them ()you will see a small window containing the history of notifications created for this one particular ticket. If you want to see previous activities just click thebutton.

The second one, once activated () will send you notifications each time something new happens within the ticket.

There are also three more buttons we need to describe.

First () is used for Exporting the ticket content to .pdf file.

Click on this button and you will see a small list with two options: Extended and Standard.

If you click on any of those positions a new file explorer window of your Operational System will be opened. Select the location where you want the .pdf file to be saved and click Save to save the file on your hard drive. Now go to that place and open the file.

The .pdf contains the whole communication between agent and client as well as some crucial information e.g. Ticket owner, Current Ticket Status, Assigned Agent as well.

The difference between the ‘Standard’ and ‘Extended’ version of the saved .pdf file is that the ‘Extended’ version also includes system messages such as information about ‘Priority’ being changed or the Agent being assigned to the ticket.

The second button () can be used by the Agent for creating a new Ticket during a conversation with the Customer.

For example, when you’re trying to find a solution for a Client’s problem and another one emerges, you can create a New Ticket which will be automatically related to already processed Ticket.

To do so click on the button and select ‘Empty’ or ‘Inherit values’ from the menu.

If you choose ‘Empty’ field you will be moved to the standard ‘Create new ticket’ view. Like it was described before, fill up all necessary information and create the ticket. After that the ticket will be visible in ‘Related to:’ part of the Ticket details section. If you choose the second option, the only thing that will change is that some fields will already be filled (“Company”, “Company user”, “Subject”, “Ticket type”, “Service”, “Assign to queue”).

The last button () is used for generating a document.

It uses ‘Document templates’ added by Admin to the system and replaces the ‘placeholders’ from the template with real data. Thanks to that you can quickly generate e.g. an offer document when the client asks for that.

To generate a document you need to click the button and from the dropdown menu select the document template you want to use. If you don’t see any positions here it means that the Admin user has not created any document templates.

Once you select any of the templates you will have to select a place on your Hard Drive and Save the file. Once you open it the document will have ‘Placeholders’ replaced with the data taken from the MINT Service Desk.

For better differentiation placeholders that were replaced with real data are bold.

Now let’s see how the offer document template looks like before ‘Placeholders’ were replaced with data.

The whole process of creating Document templates and using Placeholders is described in the Admin > Channels > Document template part of this guide.

As you can see ‘Placeholders’ were replaced with real data. If you need to have some specific document template available you need to contact your Mint SD admin user and ask him to add it to the system.

Now, when you have a document filled with data you can print it or e.g. send it to the customer as an attachment.

Let’s go back to the communication (chat) part of the ‘Ticket details’ view’.

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

Now, if you want to write a message you can type it in the text box and send it by clicking on button.

As an Agent, you can send messages in three ways. The first “Customer portal” is used for communication with a client who is a registered user and has an account/is using the MINT Service Desk system.

Second one, “Email channel” is used for communication with a client who’s using his email account (and not MINT Service Desk system). If you want, you can also add someone in CC to receive a copy of your message.

Third one, “Internal note”, is used for creating notes about ticket etc. What you write in this section will not be seen by the client.

In all cases, you can format your message by using the text editor, which will be displayed once you click on the ‘Enter the message…’ field.

Once you click the button, a message will be sent and you will see in on the chat.

Always remember that 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.

Another very important thing is 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.

Apart from attaching some files (pictures etc.) to your message, you can also select custom-made answer template instead of typing each time the same message to each of your customers.

Click ‘Custom template’ and in the ‘Choose template response’ select one from the list. Remember that in order to see any of them on the list they need to be first created by the Admin and marked as Custom templates (not system ones) and with the right queue attached. See the ‘Admin>Channels>Templates part of this guide for more details.

Once you selected the template its content will be loaded right below your selection.

Click Save and the text will be moved to a Rich Text editor where you can change the message before sending.

The next thing you can do before sending the message is that you can attach a document based on a template (Admin > Tickets > Document Templates). To do that you need to use the ‘Attach document’ option.

Click on the ‘Attach document’ located at the bottom of the communication section inside the ‘Ticket details’ view.

Inside the ‘Choose template’ window select the document template you want to use and click Save.

The document template will be filled with data (on ‘Placeholders’ place) and automatically attached to the message (but not sent). Now, you can type some message and send it, along with the document, to the customer.

If you want, you can check if the document is correct before you send it. Just click on the attachment miniature, save the file on your hard drive, open it, and check for any mistakes.

The next thing you can do before sending the message is that you can attach a survey. To do that you need to use the ‘Select survey’ option.

Click on the ‘Select survey’ located at the bottom of the communication section inside the ‘Ticket details’ view.

Choose which survey you want to select and click the button

The last thing is that you can also leave such documents for you for later to see. For example, if you switch the message tab to “Internal note”, and attach/send document here, the client will not see it, but you will.

Click ‘Reply’ and you will see a new internal message.

Now, whenever you want to check what kind of offer you sent to the customer you can download it from here.

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. Just click on ‘internal discussion’ in any of the messages and type a message in ‘Talk to another agent’ field.

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 link.

The next thing, as you probably already noticed, is that there are some small icons on the side of each article/message.

The upper one contains some basic information like a channel of communication, message’s author, etc.. To see this information you need to click the icon. The second one means that the message was send by system user.

When there is a new message or system information waiting for you within the Ticket Details, apart from receiving notifications on the sidebar, the moment you enter the Ticket Details view you will see, on the bottom part of the Chat section, the following message.

You can either click ‘See’ to see those new messages or click mark them as already read.

Last, but not least, always remember that New Ticket will always wait for someone to be assigned to it. If you write (as an Agent) a message inside the Ticket chat, you 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 yourself from the list.

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

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.

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

Now, an Agent needs 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.

Also, an agent can attach some particular user to this newly created asset by using the ‘Assigned users’ option and selecting one (or more) user from the list.

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

The screen will be reloaded 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.

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

WIDGETS

The cool thing when working as an Agent is that you can create your own custom ‘Widgets’. For example, if you want 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 .

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

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 based on the previously saved filters.

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.

ASSETS

The default view in this section shows the list of available assets, along with some filtering options.

Right here you can filter assets by ‘Categories’ or by ‘Period’. If you want to reset active filters, just click on the button. You can also remove any selections (Categories, Filters) by clicking on or 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 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.

Also, you can look for 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.

If you want to see the details of any asset, just click on it. It will open the Asset details view.

If the asset is related to any of the Tickets you will find it on the list once you click the button.

Also, as you already noticed, inside the ‘Edit asset’ view there is a section which contains Asset’s ‘label’ – a QR code which you can scan and you will be moved to the Asset Details of this particular Asset.

If on the other hand, you would like to make some changes in the already existing assets you can use the Edit button available in this place.

You can also use the button available on the right side of the Asset list on the main view.

In both cases system will move you to an ‘Edit Asset” screen which displays information and Asset’s attributes.

As an Agent you can edit asset’s information. However, the displayed assets and their attributes are related to the configuration and rights that administrator assigned to you.

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. Additionally, Agent (just like the Admin) can change the list of assigned users by removing and old one or adding a totally new one.

MY ASSETS

The only difference between this part and ‘Assets’ is that here you will only see the Assets that are only assigned to you. The rest (asset list, editing, preview, etc.) stays the same.

REPORTS

In this part of the MINT Service Desk system Agent is able to create and export reports containing information on Agents, Assets, or Users. Other users (Admin, Customer) cannot do that.

By default, the ‘Reports definitions’ view shows the list of already created reports.

Right here you can do a couple of things: you can edit already existing reports () or even completely delete them from the system (). When you try to delete a report, system will ask you to confirm your choice.

Also, you can look for a specific topic 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.

If you decide that you don’t need some of the attribute columns you can remove them from the view. To do that simply click on the button.

Once you do that you will see a small window, where you can select (or unselect) the desired information you want to see on the Reports 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.

One last this is that you can sort the list of available Reports by the date they were created. Just click on the ‘Creation Date’ column’s name. You will notice a small icon next to it. It represents whether the list is sorted by date: ascending ()or descending().

Now, if you want to create a completely new report first you need to click on the button.

You will be moved to the new ‘Create report’ view.

Right here the very first thing you need to do is to choose what kind of information the report will cover:

• Tickets,
• Assets,
• Users.

Depending on your choice you will have different fields and filters available while creating a report. Additionally, unlike Assets and Users reports, when you start making a report related to Tickets you will notice that some fields have already been added. It is a standard set which you can change very easily.

Right below them, you will also notice a set of filters.

It’s also a standard set of filters. You can leave them that way or make some changes. However, you need to remember that filter cannot exist without the proper field.

When you delete e.g. ‘Ticket type’ field you will notice that ‘Ticket type’ filter has also been deleted. On the other hand, you can add a field without the need for adding the same filter.

Let’s create an example report for all of the tickets:

• assigned to ‘Mint Agent’
• created within the current week,
• having ‘In progress’ status,
• owned (created) by ‘MINT Customer’ user.

In the ‘Report based on’ section select ‘Tickets’.

Now in the lower part of the view, you need to name your report (‘Name’) e.g. “Urgent Tickets”. Then, in the ‘Fields’ part, you need to select what information will be visible in the report (columns). You can either leave the default settings or make some changes.

To remove any field simply click ‘X’ next to its name. Let’s remove ‘Ticket type’.

You will notice that the ‘Ticket type’ filter has also been removed. Now we need to add a new Field and Filter to cover the last condition “owned (created) by ‘MINT Customer’ user”.

To add a new field click on the field located below.

Once you do that you will see a list of available fields. You can add as many as you want until there are still some of them available. Let’s add only one: ‘Company user’.

The moment you chose it you will see a new position in the ‘Fields’ part.

Now let’s add a filter for company users. Click on the located below the list of selected filters.

From the newly created ‘Filter fields’ list select ‘Company user’.

Now click button to add this filter (if you want to cancel just click on the button).

The moment you do it the filter will be added in the list of filters.

Let’s go back to the requirements = Tickets:

• assigned to ‘Mint Agent’
• created within the current week,
• having ‘In progress’ status,
• owned (created) by ‘MINT Customer’ user.

Now we only need to select the right options from available filters like on the following screen.

If you select the wrong option you can always delete it either by clicking ‘X’ next to its name or click on the ‘X’ button on the right side of the filter.

The first method is used for deleting single position, while the second one will delete all of the selected options for the filter.

If you try now to save the Report (‘Save’ button) you will notice that you cannot do it. Unused filters will be marked with a red frame.

Delete those filters you don’t want to use by clicking button next to each of them.

Click button to create the report. Once you do that you will see a new position on the list in the ‘Report definitions’ view.

Click on the ‘Urgent Tickets’ name.

You will see the exact information you were interested in.

Now you can export your report to the external file. You can select either .CSV or .XLSX format. Click the button.

Now click on one of the available file formats.

It will open your system’s file explorer where you need to choose a place where you want to save your report. Click ‘Save’. Now you can open the file with your favorite software for example Microsoft Excel.

Let’s go back to the Report’s list.

If you want to change anything in the already created report simply click the button and you will be moved to the ‘Edit report’ view.

If, on the other hand, you would like to delete the report from the system you can do it by clicking the button and answering ‘Yes’ when the system asks for confirming your choice.

KNOWLEDGE BASE

In this section, Agent can see the whole list of Knowledge Base topics with questions assigned to them and their answers. Knowledge Base is used to help users (Customers, Agents):

• Customer/Agent can find help while creating the Ticket (‘Create new ticket’),
• Agent can also find help in the ‘Ticket Details’ the moment he enters the Ticket.

The default view shows the list of all available topics.

On the left side, you can see available categories.

Here you can choose one category, or go deeper to a sub-category in order to find the topic that fits your needs. If you do so you can easily go back to any level above in the category structure by clicking on the category path in the upper side of the view.

You can also click on the X button located on the right side of the currently selected category/sub-category. Each time you do it you will be moved one level above in the category structure.

By default, in the main view of the Knowledge Base section, you will see the list topics with the following attribute columns: Category, Question, and Action. In order to see more information, you need to click the button.

Once you do that you will see a small window, where you can select the desired information you want to see on the Knowledge Base 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.

Also, you can look for a specific topic by using the “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.

In the upper part, above the topics list, you will see a three buttons:

• ‘Most viewed’
• ‘Last added’
• ‘Last modified’

They are used for sorting the list by:

• Most viewed - from most viewed to least viewed (column ‘Number of visits’)
• Last added – from most recently added topic to the oldest one (column ‘Age’)
• Last modified – from most recently modified / most up to date (column ‘Last modification’)

Remember that in order to see any changes on the list while selecting the options above you need to have the right above-mentioned attribute columns selected.

As an Agent user, you can create a new topic in any of the available categories. To do so simply click the button located next to the search field.

In the next view ‘Create Knowledge Base’ you need to fill up some fields:

• Title (optional),
• Questions (required): right here you can add multiple different questions which will be answered in the ‘Answer’ field,
• Answer (required): here you can put detailed answers for all of the questions added in the previous ‘Questions’ field,
• Description: optional field where you can add some general description for the whole topic.

Last, very important (and required) this is that you also need to choose which category the topic will be assigned. You can only select one category.

Once you do the steps mentioned above you can save your new topic by clicking on the button located in the right bottom corner of the view. After that you will see that a new position appeared on the list.

ACTIVITIES

Just like with the Client account, on the left side, in the lower part of the sidebar menu, you will find the Activities section.

It will display the tickets with any new activity, so you could easily see what is new and go directly to the action. You will see a blinking position on the list each time a new change, like a new message (Article) from the Customer, has been made. The notifications are customizable (color, title, content, etc.), but only an admin user is allowed to do that.

You can delete any position from the Activities list, by clicking the button. Also, the admin user can customize e.g. the color of notification.

If you have more than one activity on the list you can either ‘Delete all’ of them (they will disappear) or mark all of them as already read (‘Read all’).

Also if you have a couple of unchecked notifications within one ticket, for example, a couple of unread messages from the Customer, you will notice a number presented on the right side inside the notification.

You can also click on the “Read’ button to mark the notification as already read (it will be grayed out) or even click on the ‘Read all’ button to mark all of the notifications (described with a number) as already read.

Once you use those options the notifications would now look like on the following screen.

If you have plenty of positions available on the Activities list, you will see only part of them. To see more click on the button ‘See more activities’ located at the bottom of ‘Activities’ section, below the last notification. Once you do that more of them will be loaded.

Each time you click on the notification in the ‘Activities’ section you will be moved to the Ticket Details screen where you can continue giving support to your customers.

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 changed your access rights and you need to contact him and ask for help.