Help desk support software for tuberculosis clinic supervisors in Nigeria.

1. Using the SSME Help Desk

2. Accessing the Help Desk
You can always access the Help Desk at:
• http://helpdesk.tbdata.info
From the SSME Database, you can also click Help on
the main menu, even if you are not logged in.

3. Why use the Help Desk?
• The Help Desk includes several knowledge base articles to
help you use the SSME database.
• Always look here first to see if your particular issue has
already been addressed.

4. Searching the Knowledge Base
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1. Click the Knowledge Base link on
the left navigation.
2. Click the link to search the
knowledge base.
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5. Searching the Knowledge Base
• This will bring up the Knowledge Base search. Type a term
related to your issue and click Search.
• You will see search results related to your query, sorted by
relevancy. Clicking the link will bring you to the relevant article.

6. Browsing the Knowledge Base
• If you would prefer to browse the Knowledge Base for articles,
simply click one of the folders that appear after clicking the
Knowledge Base link on the left.

7. Browsing the Knowledge Base
• Click one of the folders and you’ll see the contents.
 You can see the number of times each document has been
viewed, in addition to the average rating.
• Click an article and you will be able to download and rate it.

8. Browsing the Knowledge Base
• You will now have the option to download the file. Click the file name to download
it. In this example, Viewing a dataset.pdf.
• Note that you can also rate the article or leave a comment. This will help
administrators as well as other users looking to the Help Desk for useful information.

9. Submitting a Ticket
• If your question is not answered in the Knowledge Base
articles, you can request support by clicking the
Submit a Ticket link on the left.
• You will then be able to choose the type of issue you are
having. Select from the dropdown and click Next.

10. Submitting a Ticket
• Now you will be able to submit your ticket to support. You may also
include screenshots or other relevant files in your ticket.
• Note that you will have to enter the CAPTCHA verification code, to prevent
spam. Once you’ve filled out all the fields, click Submit Ticket.

11. What happens after I submit?
• As soon as you submit your ticket, an email will be sent to the appropriate
technical support specialist(s).
• If the primary support specialist is unable to answer within a certain time
frame, the Help Desk will automatically email another support specialist to
address your issue.
• The Help Desk will automatically put you in touch with the best person for
your issue, as you selected what the category of the issue was on the first
screen.
• If the person who opens your ticket first is unable to address it, he or she
will escalate it to the appropriate person to ensure that it is handled
promptly.