A Web Portal for Your End Users’ Help Desk Needs

The End-User Web Portal provides your end users with an intuitive interface where they can:

• Submit service requests
• Track service history
• Find information to resolve issues on their own
• Initiate chat conversations with admins
• Self-help with Password Services and My Desktop
• Update their personal settings
• Participate in change management processes

Provide your end users with 100% support availability, from their desktops and from their mobile devices. Let them give you the high-quality data you need to resolve their issues quickly and efficiently, and give them the resources to solve their issues on their own!

Simple & Fast Submission of Service Requests

When end users are confronted with a technical issue, they can quickly access the End-User Web Portal via a simple hotkey assigned to SysAid. Using this hotkey takes a screenshot of the screen they are viewing and automatically attaches this screenshot to the service request they submit.

When submitting a service request, end users can:

• Include an automatic screenshot of their issue
• Choose from pre-populated Quick List templates of common issues
• Indicate the urgency of the problem they are facing
• Attach other files for your review and reference
• Get automatic suggestions from the Knowledge Base to help them resolve the issue on their own

Let Your End Users Initiate Chats with You

The SysAid Chat icon from within the End-User Web Portal allows end users to easily initiate a chat with online admins. If they're contacting you about specific service requests, they can supply the service request number when they initiate the chat. End users can leave messages that are automatically converted to service requests if no administrators are online.

Allow Your End Users to View and Check Their Service History

The key to ensuring end-user satisfaction is keeping them informed about the status of their service requests. In the End-User Web Portal, end users have a window into the processes of your IT department so that they stay updated and trust that you're giving them the needed attention. End users can:

• View a complete list of service requests they've submitted
• Check on the resolution status of pending service requests
• Close service requests that they have submitted
• View notes that administrators have left for each service request
• Leave notes on service requests to update administrators
• Nominate supervisors that can monitor the state of their unit's service history

SysAid Calendar to Keep Your End Users Informed

A calendar view is available in the End-User Web Portal that shows end users the request dates of the service requests they submitted, the due dates of these service requests, and all group events that are relevant to them. Because the End-User Web Portal Calendar is completely integrated with your help desk, all of this information is added to the calendar automatically.

Self-Service Knowledge Base for Independent Resolution

In the End-User Web Portal, you can build for your end users a full database of common issues and easy "how-to" instructions so that they can resolve issues on their own. A quick search function allows your end users to quickly locate solutions.

Furthermore, the Knowledge Base is linked to the submit service request forms so that after an end user gives their service request a title, SysAid automatically presents the relevant Knowledge Base items and their solutions.

As administrators, you can:

• Automatically add a service request from your help desk to the End-User Knowledge Base
• Manually add topics that you think end users will find helpful
• Easily attach media files to enrich the content of the Knowledge Base items

The Knowledge Base provides an essential set of resources that help your end users quickly resolve their own issues. Not only will this improve their satisfaction, but it will also reduce your workload and help you retain the accumulated knowledge of your administrators.

Provide Self-Help Services to Your End Users

The End-User Web Portal includes specific SysAid modules that are specially designed to give your end users independence, ultimately raising the production level of your admins and end users alike.

• Password Services: Users can reset their own passwords and unlock their own accounts
• My Desktop: Users can access their desktops from a remote location

Both of these self-help resources are simple to use and available from any device with a browser, including all mobile devices!

Allow End Users to Update Their Personal Settings

End users can ensure that their own personal details are correct and choose the language they wish to work in by editing their Personal Settings.

• Choose the display language. The End-User Web Portal comes ready with over 44 languages, and can be easily translated into more!
• Edit phone number, email address, and other contact information

Keep Your Organization Up-to-Date by Posting News Items

The End-User Web Portal includes a News section that allows you to post important events and news to all of your end users. Let them know about planned maintenance time, infrastructure changes – whatever’s going on in your IT department that they should know about!

Allow Your End Users to Participate in Change Management Processes

If your organization has implemented ITIL Change Management, you may need your end users to participate in some of your IT processes. For example, a change process involving a large business decision could mean that the end user giving approval is the CFO. SysAid allows them to give this approval directly via the End-User Web Portal.

From the End-User Web Portal, end users can:

• Review and approve change requests
• View and complete their assigned action items
• View the full change process and details in a PDF