iService How to Tutorials

A series of tutorials for iService users

iService Logo How to PageiService is based on the industry leading ticket system OSTicket.com. Using OSTicket we have added features and functions needed for services professionals to better serve your customers. We have created this how to page guides to make using the iService software easy. Each tutorial contains step by step written instructions with screenshots and a tutorial video following the same steps.

Tutorial 1 – How to Login or Logout

This tutorial will show you how to log in and log out of the iService Software.

Tutorial 2 – Staff Panel Page Description

There are two main pages to the iService software. The staff panel page is for staff members. They can open tickets, reply to tickets, review stats, close tickets and more from here. The Admin panel is for administrators and covers control of all aspects of the iService software.

This tutorial covers the Staff panel page. It gives a brief description of the main parts of this page and will allow you to become more familiar with the iService interface. The admin panel will be covered in a seperate video and more in depth guides to individual parts of the Staff and Admin panels are also covered in seperate videos here on our channel.

Tutorial 3 – Admin Panel Page Description

This tutorial covers the Admin panel page. The admin panel page allows administrators to control all aspects of the systems functionality. Here you can also add and remove content such as staff, departments, email templates, FAQs and much more.

The areas in this video are covered in more detail in other videos available on our channel.

Tutorial 4 – How to Create a New Ticket

In this tutorial we will show you how to create a new ticket on the iService system.

Tutorial 5 – How to Close a Ticket

This tutorial will show you how to close a ticket on iService.

Tutorial 6 – How to Re-Open a Closed Ticket

This tutorial will show you how to re-open a closed ticket on iService.

Tutorial 7 – How to Post an Internal Note to a Ticket

This tutorial will show you how to post an internal note to a ticket. The internal note will only be visible to staff and not customers.

Tutorial 8 – How to Post a Reply to an Open Ticket

This tutorial will show you how to post a reply to an open ticket. The customer will receive this reply by email. If you wish, you can create canned responses for ticket replies that you frequently send out to save time. The canned response can then be selected during the post reply procedure as shown in the video.

Tutorial 9 – How to Add a New Staff Member

This tutorial will show you how to create a new staff member in the iService system.

Tutorial 10 – How to Edit a Staff Members Details

This tutorial will show you how to Edit a staff member’s details through the iService software. Staff members can be given permission to edit their own details. All administrator level logins will have the ability to edit all staff details.

Tutorial 11 – How to Delete a Staff Member

This tutorial will show you how to delete a staff member from the iService system. Once deleted, the staff member cannot be retrieved.

Tutorial 12 – How to Create a Group

This tutorial will show you how to create a new group in the iService software.

Staff can be grouped in the iService software to allow for emails to go out to specific groups and to give specific options to groups.

Tutorial 13 – How to Add Staff to a Group

This tutorial will show you how to add a staff member to a group.

Tutorial 14 – How to Add a New Department

This tutorial will show you how to create a new department. Departments can be created to match the departments in your organisation.

Tutorial 15 – How to Add Staff to a Department

This tutorial will show you how to add Staff members to a department.

Tutorial 16 – How to Create a New Email Account

This tutorial will show you how to create a new email account on the iService system. You can also set up settings for automatically fetching inbound mail.

Tutorial 17 – How to Use Advanced Ticket Search

This tutorial will show you how to use the advanced ticket search. This feature is useful when there are many tickets on the system.

Tutorial 18 – How to Add a New Customer

This tutorial will show you how to add a new customer to the system. Once a customer is added you will then be able to add equipment for that customer in add equipment.

Tutorial 19 – How to Add New Equipment

This tutorial will show you how to add new equipment to the iService system. Equipment will be applied to a chosen customer when created.

Tutorial 20 – How to Delete Equipment

This tutorial will show you how to delete equipment from the iService system. Once deleted, the equipment cannot be retrieved.

Tutorial 21 – How to Add a New Part

This tutorial will show you how to add a new part to the iService system.

Tutorial 22 – How to Delete Parts

This tutorial will show you how to delete parts from the iService system. Once deleted, the parts cannot be retrieved.

Contact Information

Drop us a line or call and we'll discuss how we can help with your projects.

Handheld.ie
Waterford City Enterprise Centre
Waterford Business Park
Waterford

  • 051 391338
  • info@handheld.ie

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