This document provides information about setting up and using a help desk system called GLPI. It discusses the benefits of a help desk for end users, agents, and management. It outlines the agent login process and describes the home page and ticket creation features. The objective is to track tickets, requests, issues, response times and assign agents for better support. Users can log incidents or requests, provide details, upload files and expect responses within timeframes. Recurring issues will be prevented through analysis of ticket information in the system.

1. Help Desk
GLPI

2. Table of content
1.Introduction.
2.Objective
3. Benefits
4.Agent Log-in
5.Agent Home page
6.Creating a ticket
7.Conclusion

3. Introduction:
Help desk provides a single point of contact for users to gain assistance in
troubleshooting, get answers to questions, and solve problems.
Objective:
The objective is to keep track of number of tickets raised , for closed tickets, for
still open tickets , who worked on the problems and time taken to resolve the
requests/issue.

4. Benefits – END USERS

Individual has an issue that needs to be addressed, they have a common point of
call that they can contact – The Helpdesk

Individual gets the benefit of staying in the communication loop via automated
email.

Individual personal history is recorded for future reference so that trouble areas
can be quickly identified & addressed

Individual gets better service & have issues resolved in a timely manner.

5. Benefits – Addresser

Accountability of work.

Help in his performance Report.

Responds to Individual’s requests to a proactive manner.

6. Benefits – Management

Statistical & trend reports to identify problem areas & increase helpdesk
efficiency.

Provide better service to all the employees

Managers can quickly generate meaningful reports that can highlight individual
performance bottlenecks, recurring issues & outstanding service.

Technology problems are minimized & addressed in a timely manner.

Leverage use of the internet to provide support to remote individuals

7. Agent Log in :
Enter https.help.saralvaastu.com in the url, Log-in screen will appear.

8. Every user has a unique user-name and password.Enter user name and password
and click on Help Me button.

9. Agents Home Page:
User home screen will appear like as below. Click on create a ticket button.

10. Ticket request form will appear as below.
Creating a ticket:

11. Fields Description
Type
1.Incident:Incident is something that needs to be
resolved immediately
2.Request-Request is for new requirements related to IT
or Adminstration
Catogary(Class)
1.Guest House:Any issues related to guest house,which
would be resolved by office adminstrator
2.Hardware & Networking:Any issues related to
Hardware & Networking,which would be resolved by IT
team
3.Human Resource:Any quires related to Human
Resource i.e Pay roll,attendence etc..
4.New IT requirements:Any new requirements related to
IT department I,e system requirement ,software
requirements etc..
5.Office Adminstration:Any requirements/issues related
to office which would be addressed by office
adminstrator.
6.Software Adminstration:Any issue related to software
which would be addressed by IT team
7.Travell & Accomodation: Any issue related to travelling
tickets and accomodation ,which would be addressed by
office adminstrator
8.Training & certifications:Requiest related to trainning
&certtification,which would be addressed by Trainners
Title Title /Subject of the ticket
Description
Detailed description of the issue/incident/request should
be addressed here
File Any documents like XL,PDF,Word can be upload here
Fill all the fields which would be required for addressing that tickets .

12. •
Every ticket will be addressed with in 15min- 12 hrs.
•
New requirements will be addressed with in 15 min-24 hrs.

13. •
Every ticket will be addressed with in 15min- 12 hrs.
•
New requirements will be addressed with in 15 min-24 hrs.

14. Conclusion:
Helpdesk allows internal staff to have all the necessary tools to log, analyze & assist in
the resolution of helpdesk issues. Recurring issues can be prevented & they have
confidence that nothing will “ Fall through the cracks”
•
Single point communication for all the helpdesk users.

15. Thank You..

16. Regional offices :
Bangalore : Shop No.33/1,Between12 &13,Cross,
Margosa Road, Malleshwaram, Bangalore – 560003
Tel : 080-65465054/9448286754
Hubli : Shop No.210-15,2nd floor, Bhavani Arcade,
Opp Basava Vana, Old Bus Stand Road, Hubli – 580029
Tel : 0836 -2356239/9448286755/56
Customer Care : +919480835959