Overview
While this is not a direct feature of eloomi, having your helpdesk account to keep track of any open tickets is essential to your organization's success. The below steps will illustrate how to create a helpdesk account and log a ticket.
How do I create an account for the helpdesk?
This is a pretty normal flow like other platforms or support pages with login portals. Simply navigate to https://helpdesk.eloomi.com/.
Once there, click Sign In, here you will see an option for "New to eloomi Helpdesk? Sign up"
Click the Sign-up button to get to this page:
Here you will need to provide your Full Name and your email that is tied to your company/organization. Once you have provided the necessary information, click Sign up. You will then be presented with this message stating that you must confirm your account via email:
Once you confirm your account, go back to the login page, and log in with the details you created. Voila! You have now created an account with our helpdesk and can begin creating, tracking, and responding to any helpdesk tickets that you have submitted.
How do I create a ticket?
Once you are signed in, you can then select the "Submit a request" option in the top right corner.
Here you will see a window appear requiring some information regarding your request. The first drop down will be for How can we help? Here you can choose from two options:
If you have a broader question maybe regarding the general hows and whats of the platform, the general question option would be the correct field to use. If you have a challenge or a bug to report, use the 2nd option. As an example, I will use the report a challenge option.
Once you make a selection, it will expand the menu showing you a few new fields. You can choose the organization you are tied to (this is usually dictated by your email domain), provide a subject, and a description of the challenge at hand. Additionally, you can set a priority for the severity of the issue. Keep in mind that once the ticket is submitted, we will likely change the priority to a more suitable one for the situation. You also have the option to add attachments to the case.
Once you have provided sufficient information, click Submit. This will then bring you directly into the ticket:
Any time we respond, or you respond, you will see it change here. Feel free to reach out, respond, or ask for an update if needed at any point in time :).
The status determines where the ticket is in its lifecycle.
Open: This is either a new ticket or you have responded to us and we have not gotten back
Pending: We reached out to you requesting more information, and are waiting on your response
On-Hold: We likely have to investigate further/there has been a ticket created internally for further investigation.
Solved: The ticket has come to a resolution and no more action is needed from either side.
Priority and SLA
With each priority level, comes its reasoning behind the priority. Is the issue you are reporting regarding a failed learning assignment? This is not really a high priority, as this is not platform-breaking/affecting the performance of the LMS as a whole.
Missprioritization can cause delays in your resolution time, so please ensure that you are selecting the appropriate priority level.
Our SLA is as follows:
In any case, we are always happy to help, no matter the situation. Never hesitate to reach out to the eloomi support team via the eloomi Support Hub!