Admin Panel Description – iService Tutorial

The Admin Panel Explained

Accessing the Admin Panel

1. To access the Admin panel you must first be logged in as an administrator level account. The admin panel is only available to administrators of the system.
2. Once logged in as an administrator, click on the “Admin Panel” button at the top left of the screen. (See Screenshot below)

Admin panel button highlighted

3. You will now be brought to the Admin Panel. On this panel there are a number of sections which will be detailed below.

 Dashboard Tab

1. The Dashboard is the first tab under the admin panel section. It shows a list of events in the systems log. This can be used for tracking issues or trends. (See Screenshot below)

Screenshot of the Admin Panel Dashboard

Settings Tab

1. The settings tab is where you find the settings for all aspects of the iService system. There are 6 sub sections under this tab. (See below Screenshot)

Screenshot of the Admin Panel Settings Tab

System Preferences: This has general settings for the operation of iService
Tickets: Settings for how tickets are handled within the system are found here.
Emails: Email settings can be changed under this section
Knowledgebase: This is where you can create, edit and delete knowledgebase content including FAQs, How to guides and more.
Autoresponder: This will allow you to set up autoresponse emails.
Alerts & Notices: Governs how the system generates alerts to users.

Manage Tab

The manage tab allows you to manage 4 different sections of the software. They 4 main areas are Help Topics, Ticket Filters, SLA Plans and API Keys. (See Below Image)

Screenshot of the Admin Panel Manage Tab

1) Help Topics: Here you can create, edit and delete help topics that can be used by the different departments using the system. You can also define any settings for each topic like the department that can use them or whether they are internal only or external also.
2) Ticket Filters: You can create and delete new Ticket filters here. Ticket filters allow you to block certain email addresses from being processed by the system. You can then add new email addresses to a ban list in your email options.
3) SLA Plans: Service Level Agreement plans allow the system to operate within the SLA you operate under. You can choose to set up one here and the system will automatically take action on tickets by labelling them as late if the SLA has been violated.
4) API Keys: Here you can add an API for any other service that you wish to give access to on the system.

Emails Tab

The Emails tab is where you Manage all email settings for on the system. In this tab you can Manage Emails, Banlists, Templates and Diagnostics. (See below Image)

Admin Panel Emails Tab

1) Emails: You can create, edit and delete email accounts used within the system from here.
2) Banlist: This allows you to add emails to ban lists you have created.
3) Templates: These are a list of templates for emails that will be used by the system during certain events. For Example, when a new ticket is created, a template is called by the system from here and sent to the user that created the ticket as a confirmation. (See below image)

Admin Panel Email Template Message Example Image

4) Diagnostic: In this section you can test whether the outgoing mail server of one of your created email addresses works correctly by sending test emails from here to a chosen email address.

Staff Tab

The Staff panel is where you manage all staff from within the system. There are 4 main sections, Staff Members, Teams, Groups and Departments. (See below Image)

Admin Panel Staff Tab

1) Staff Members: This section allows you to create, edit and delete staff members on the system.
2) Teams: If your organisation contains teams you can re-create them within the iService system. Staff members can then receive tickets based on the team they are in.
3) Groups: This is a section for creating and editing user groups. These groups can then be given different levels of access to the system. For example, a group may only be allowed to open tickets while another group may only be allowed to close them.
4) Departments: This section allows you to add any departments you may have in your organisation to the iService system. You can add staff members to departments and issue tickets to departments.

Customer Tab

The Customer tab is where you manage all data of customers within the system. There are 3 main areas to the Customer tab. Customers, Equipment and Parts. (See below screenshot)

Admin Panel Customer Tab

1) Customers: Here you can add, edit and delete customers on the system.
2) Equipment: Equipment that is used by customers can be managed here.
3) Parts: Parts used by customers can be managed here.

For more detailed descriptions of each section of the site and for instructions on how to use these sections, please see the relevant guide.

View a demonstration video of the interface here

External link: http://www.youtube.com/watch?v=54qh5cV2Fzw

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