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Direct link to the Help Desk
http://helpdesk.anaspec.co.za
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| Anaspec has an Internet based Help Desk in the attempt to improve follow up of service calls to their clients. As our base of international clients grows, logging of service calls is getting more difficult due to time zone constraints.
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| With the use of the Help Desk, we encourage customers to rather log a callout / problem or service request via the Help Desk than send an email to a service engineer. Emails may not get checked on time or may not be answered.
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| Once a call is logged on the helpdesk the engineer automatically gets an email and you can select to send them and SMS via their mobile too. By selecting the correct type of Machine, the correct supplier will also be notified that a request has been made.
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| Any responses can then be logged via the same service record and so the request can be monitored by agents, factory representatives and Anaspec management.
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As with all software systems, it will take some time to get it working the way all our clients would like, so please forward us all comments and suggestions. |
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| » Logging in |
| » Customer log on Views |
| » Reading a SR |
| » Entering a New Job |
| » After a SR has been logged |
| » Checking progress on a Job |
| » Closed Service requests |
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| A guide to using the Help Desk |
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Logging in |
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Only an Anaspec staff member can give you access to our website. You should receive an email from them stating what your
User ID is and the Password specific to you. |
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Fill in your User ID and Password here.
the password is Case sensitive
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If you tick the Remember Login box, the next time you go to the help desk you will not have to enter your Used ID and password. |
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Click on  icon to enter the Helpdesk. |
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Customer log on Views |
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Open SR |
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Typically you will then be presented with a page which should show open service requests.
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Customer log on view. |
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Each SR can now be clearly viewed and modified. |
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SR details |
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This shows you the company name, Date the SR was opened and that the SR is still open, the person in that company who made the request, the subject of the service request and the technician assigned to this request.
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No Open SR
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If there are no open service requests
open for you, the helpdesk will bring up the following display automatically. This is the default Service Request log sheet. When clients log on we assume they would want to log a service request and so we have chosen to take you straight there.
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| Reading a SR |
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Should you want to simply read the status of the service request, Simply click on the
blue subject line for the relevant request. This will open the SR and display all the entries made under that SR.
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Here you can view all details concerning the job, time and date when answers were furnished Should you want to now add to this SR, simply click on the modify SR at the end of the SR and enter your comments into correspondence in the last block. |
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If you need to add or Modify the request, click on the
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The program will now display it as follows |
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To submit the new correspondence, click on
submit
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Entering a New Job |
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If there are no open service requests for you, the helpdesk will bring up the following display automatically when you log in. This is the default
Service Request log sheet. When clients log on we assume they would want to log a service request and so we have chosen to take you straight there. |
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Your details will automatically be loaded.
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You will need to furnish the correct details for your service request. |
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A default Support Engineer will be allocated
to your request. You may change this if need be |
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Select the correct region for your request.
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Type of instrument that you require support
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For clients with a number of systems
that we support, enter details of which system is in need of attention. |
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Enter a brief title for the support request. |
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Give the details of the Support request in
this Description box. |
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You can attach a file if need be. If you
make use of this, please be patient as it takes a while to load files to the
helpdesk. All files need to be virus scanned before uploading. |
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Click on the submit button to log this
Request. |
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Once the call has been logged the program will give you an opportunity to verify your details and fault report .As shown bellow. |
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If there are any incorrect details click on the modify button and the it will allow you to modify the details.
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If the details are correct simply log off from the help desk . |
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The log off icon is located in the top right corner of the screen. |
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You Service Request has now been submitted. |
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You will receive an e-mail verifying that this has been logged. An email is then also sent to the engineer as well as an SMS telling them that a SR has been logged. He may then call you or simply reply to the Helpdesk email. |
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After a SR has been logged |
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Once the SR has been submitted, an email goes to the technician assigned to the job. They may then simply reply to that email. |
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There is no need to go to the HELPDESK WEB SITE to answer emails.
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If they reply to the helpdesk generated email, the helpdesk will log the reply and send it on to you the customer. |
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Should you need to respond to this email, simply reply to it. Your answer will gain be sent to the helpdesk, be recorded and then be sent back to the technician. |
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In this way all correspondence will be logged for future reference. |
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Checking progress on a Job |
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Once a Job/ service Request has been entered you can monitor the progress of the job via the Helpdesk program. This is the only time you need to log into the helpdesk for an open SR. |
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If there are multiple jobs outstanding when you log in to the service program it will list all outstanding jobs . Chose the subject line of the job that you are interested in and simply click on it.
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Closed Service requests |
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The Helpdesk also allows you to view closed Service requests. This is a helpful tool in determining the amount of service and faults any machine has had.
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Hence empowering you the customer to determine the amount of service any machine will require in the following year |
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That concludes the guide to the Anaspec helpdesk |
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If you have any queries please contact me. |
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Terence Da Silva
Terence@anaspec.co.za
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+27(0)11 794 8340
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