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There is an operator manual?
You may download the manual here. While we made every effort to design user interface to be as intuitive as possible, the manual provides an outline of a help ticket processing that complements an online help system.
How do my customers open a ticket via email?
In order to open ticket or submit a follow up via email a customer must send an email message to
(assuming your HelpDesk ID is 'helpdeskid'). Since it is the default email address all your outgoing messages are originated from, a submission of a followup message is as simple as replying to an email.
How could I manage my FAQ list?
You must have a 'faq' privileges to edit FAQ categories and topics. To assign the privileges please use Account Manager (you will need to click on the customer id in order to bring up an account editor window). When logged in with 'faq' privileges, you will be provided with an option to enable edit mode every time you are accessing the FAQ list.
Is it possible for my customers to use support.mysite.com url rather than mysite.helpdeskconnect.com?
Yes, we can set an alias for any domain you own. The one time setup fee is $29.95 per domain. Make sure you have access to your domain DNS server(s), as you will need to ensure the domain is resolved to IP address of our web server.
Is it possible for my customers to use secure SSL connections?
Yes, you may use both http:// and https:// prefixes in your help desk URLs.
How could I obtain a copy of my data (tickets, customer accounts etc.)?
You may download your data as a set of CSV tables or SQL dump at any time.
How reliable is HelpDesk Connect?
We have designed and built a very robust system utilizing two node failover cluster. One server is located in Dallas, TX, and the other one is in Clifton, NJ. At the time of writing, the server in Texas runs in master mode and handles all customer requests. The box in Clifton datacenter runs in hot backup mode. The backup runs in real time and under normal conditions customer databases are 5-15 seconds behind the master. The system is being monitored by 3 watchdog servers located in
How to prevent spam?
Please use form and email verification.
Form verification. To prevent automated submission of SPAM messages the HelpDesk Connect will show an image with verification code on a new ticket submission page. A customer must type this code to submit a ticket. The feature is optional and is disabled by default; please use Setup/Operations to activate.
Email verification. To prevent automated submission of SPAM messages the HelpDesk Connect will put on hold any new tickets received via email. It will notify the sender and provide a link to complete ticket submission. The feature applies to new tickets only. Follow-up messages to existing tickets are always accepted. The feature is optional and is disabled by default; please use Setup/Operations to activate.