Easylib

Easylib Help

Service Desk

Entire Automation System for Libraries

E-Mail: info@easylibsoft.com

Website: http://www.easylibsoft.com

Service Desk Module

Table of Contents

  1. Overview
  2. Accessing the Service Desk Module
  3. Listing
  4. 3.1 Tickets List
  5. 3.2 Customer Tickets
  6. 3.3 Support
  7. 3.4 Easylib Support Meet
  8. Setup
  9. 4.1 Ticket Types
  10. 4.2 Ticket SubTypes
  11. 4.3 Ticket Status
  12. 4.4 Ticket Forms
  13. 4.5 Products
  14. 4.6 Modules
  15. 4.7 Ticket Efforts

  1. Import Tickets
  2. SMTP Credentials
  3. Mass Updates
  4. 7.1 Ticket Mass Update
  5. 7.2 Bulk Update
  6. 7.3 Ticket Bulk Update
  7. CRM Screens
  8. 8.1 Customized Org List
  9. 8.2 Opportunity List
  10. 8.3 Opportunity Statistics
  11. SQL Reports
  12. Help Module
  13. 10.1 Help Modules Setup
  14. 10.2 Help Screen Setup
  15. 10.3 Help Function Setup
  16. 10.4 Internal Documentation
  17. 10.5 Help (Internal)

1. Overview

The Service Desk Module in Easylib ERP is used to manage customer support requests, internal service tickets, CRM-related activities, and help documentation. It enables efficient tracking, resolution, and reporting of tickets while providing tools for configuration, bulk updates, and internal help management.

This module is commonly used for:

  1. Customer and internal support ticket management
  2. Tracking issues, requests, and resolutions
  3. CRM opportunity tracking
  4. Managing internal help and documentation

2. Accessing the Service Desk Module

  1. Login to Easylib ERP with valid credentials.
  2. Navigate to Menu ? Service Desk.
  3. Select the required screen from the Listing, Setup, CRM, or Help sections.

3. Listing

The Listing section provides access to all ticket-related operational screens.

3.1 Tickets List

Displays all tickets raised in the system and Create New Tickets if required,

Key columns include:

  1. Ticket ID
  2. Customer / Organization
  3. Ticket Type & SubType
  4. Priority
  5. Assigned To
  6. Status
  7. Created Date

Users can search, filter, modify, or view ticket details.

3.2 Customer Tickets

The Customer Tickets Dashboard provides a consolidated view of all customer support tickets across organizations, categorized by Ticket Type and Status.

It helps support teams and management to:

  1. Monitor overall ticket volume
  2. Track ticket progress by status
  3. Identify pending, in-progress, and delayed tickets

Key Features:

  1. View ticket counts for statuses such as New, Open, Responded, Resolved, Scheduled, Closed, Awaiting Deployment, To Be Tested, and On Hold
  2. Use Filter Type and Filter By options to refine ticket data
  3. Click on ticket counts to view detailed ticket lists
  4. Use Search and Show entries for quick navigation

3.3 Easylib Support Meet

This screen is used to manage and track:

  1. Scheduled support meetings
  2. Online or offline support sessions
  3. Follow-up actions after meetings

4. Setup

The Setup section is used to configure master data required for ticket management.

4.1 Ticket Types

The Ticket Types screen is used to define and manage high-level categories under which support tickets are created (e.g., Production Issues, Software Changes).

Key Functions:

  1. View the list of existing ticket types
  2. Add new ticket types using + Add New CRM Tickets Type
  3. Modify or delete existing ticket types

Usage:

Ticket Types help organize tickets, improve classification, and enable better tracking and reporting in the Service Desk module.

4.2 Ticket SubTypes

The Ticket SubTypes screen is used to define detailed classifications under each Ticket Type, helping route and manage tickets more precisely.

Key Functions:

  1. Create subcategories for existing ticket types (e.g., Bug Fix under Software Changes)
  2. Specify whether a form is required using Form Needed (Yes/No)
  3. Add, modify, or delete ticket subtypes

Usage:

Ticket SubTypes improve ticket categorization, enable form-based data capture, and help support teams handle issues efficiently.

4.3 Ticket Status

The Ticket Status screen is used to define and manage the different stages of a ticket’s lifecycle.

Key Functions:

  1. Create statuses such as New, Open, Responded, In Progress, Resolved, Closed
  2. Modify or delete existing statuses

Usage:

Ticket Status helps track progress, manage SLAs, and clearly indicate the current state of each ticket.

4.4 Ticket Forms

The Ticket Forms screen is used to create custom forms that capture additional details when specific ticket subtypes are selected.

Key Functions:

  1. Design forms with required fields
  2. Map forms to ticket subtypes
  3. Modify or delete forms

Usage:

Ticket Forms ensure structured data collection for specific issues or requests.

4.5 Products

The Products screen allows for configuration of products or services for which support tickets can be raised.

Key Functions:

  1. Add and manage product names
  2. Modify or delete products

Usage:

Products help categorize tickets based on supported systems or offerings.

4.6 Modules

The Modules screen is used to define and manage functional modules related to products or systems for which support tickets can be raised.

Key Functions:

  1. Create modules such as Circulation, Cataloguing, Service Desk, Sales Desk CRM
  2. Modify or delete existing modules
  3. Associate tickets with specific application areas

Usage:

Modules help categorize tickets accurately, making issue tracking, assignment, and resolution more efficient.

4.7 Ticket Efforts

The Ticket Efforts screen tracks time and effort spent on resolving tickets.

Key Functions:

  1. Log work hours against tickets
  2. Update or modify effort entries

Usage:

Ticket Efforts help in workload tracking, billing, and performance analysis.

5. Import Tickets

The Import Tickets screen allows bulk creation of tickets using Excel to upload.

Key Functions:

  1. Upload ticket data in predefined format
  2. Validate and import records

Usage:

Useful for migrating tickets or creating multiple tickets at once.

6. SMTP Credentials

Used to configure email settings for the Service Desk.

Enables:

  1. Ticket creation via email
  2. Email notifications
  3. Status update alerts

Ensure correct SMTP details are configured for uninterrupted communication.

7. Mass Updates

The Mass Updates section allows for updating multiple tickets at once.

7.1 Ticket Mass Update

The Ticket Mass Update screen allows updating multiple tickets at once.

Key Functions:

  1. Update status, assigned user, or priority in bulk

Usage:

Saves time when handling large volumes of similar tickets.

7.2 Bulk Update

Allows large-scale updates across tickets based on criteria.

7.3 Ticket Bulk Update

The Ticket Bulk Update screen provides Excel-based bulk ticket updates.

Key Functions:

  1. Upload Excel file with ticket updates
  2. Apply changes to multiple tickets simultaneously

Usage:

Efficient for large-scale ticket corrections or status changes.

8. CRM Screens

The Service Desk integrates CRM-related screens for opportunity tracking.

9. SQL Reports

Allows generation of custom SQL-based reports.

Used by administrators for:

  1. Advanced reporting
  2. Data analysis
  3. Custom dashboards

10. Help Module

The Help Module is used to manage system help and internal documentation.

10.1 Help Modules Setup

The Help Modules Setup screen is used to define and manage ERP modules for which help and documentation will be maintained.

Key Functions:

  1. View the list of available ERP modules
  2. Add new help modules using Add New Module
  3. View module descriptions
  4. Edit existing module details

Usage:

Help Modules Setup organizes system documentation module-wise, enabling structured help content and easy navigation across the ERP.

10.2 Help Screen Setup

The Help Screen Setup screen is used to configure help content for individual ERP screens or menu items.

Key Functions:

  1. Select the Subsystem / Module
  2. Define a unique Screen Code (6 characters)
  3. Enter Screen Name
  4. Add detailed help content using the rich text editor
  5. Save, edit, or delete help screen entries

Usage:

Help Screen Setup enables screen-level documentation so users can access contextual help directly from specific ERP screens.

10.3 Help Function Setup

Maps help content to specallows forunctions or actions.

Help (Internal) – Help (Short)

The Help (Internal) screen is used to maintain internal documentation for Easylib support, implementation, and development teams.

Key Functions:

  1. Create and manage internal-only help content
  2. Document workflows, troubleshooting steps, and internal processes
  3. Edit or update internal documentation as needed

Usage:

Internal Help ensures consistent knowledge sharing within teams and serves as a reference for support and implementation activities.

10.4 Internal Documentation

Stores internal process documentation.

Used for:

  1. Support team reference
  2. Training

10.5 Help (Internal)

The Help (Internal) screen is used to create and maintain internal documentation meant only for Easylib support, implementation, and development teams.

Key Functions:

  1. Add internal notes, SOPs, and troubleshooting steps
  2. Document known issues, fixes, and workflows
  3. Update or modify internal help content as processes evolve

Usage:

This section acts as an internal knowledge base to ensure consistent support, faster issue resolution, and better team coordination.