Zoho End-user Overview
mPower Support Ticketing System
mPower has adopted a Ticketing System in order to track and update tickets for customers. These tickets are searchable in the Help Center by the users that create them and by the users that are copied on those tickets. Below is a brief user guide on the Help Center.
Overview
The Help Center gives you access to the Knowledge Base, as
well as current and past tickets created in the portal. You can also create a
new ticket by clicking Submit a ticket at the bottom of the page.
To view articles in the Knowledge Base, click on Knowledge
Base in the center of the page OR click the Knowledge Base link at
the top right-hand corner of your browser window:
To view Tickets (past or present), click on Tickets in
the center of the page OR click the My Area link at the top right-hand
corner of your browser window:
Knowledge Base
The Knowledge Base section of the Help Center is broken out into four sections:
- Article Search
- Article Groups
- Recent Articles
- Popular Articles
The search box at the top of the page allows you to search on a keyword, like “order,” to find articles related to a specific topic.
The headers underneath the search box are the article groups. You can click on these headers to search articles within the groups.
Recent Articles helps you stay up-to-date in the Knowledge Base.
Popular Articles shows you what articles are popular with other Help Center users.
Tickets
The Tickets section of the Help Center displays tickets that
were either created by you or on which you were CC’ed. You can view Open
tickets, Closed tickets, and On Hold tickets.
Knowledge Base
The landing page for the Knowledge Base lists the different areas of knowledge that can be searched (Software and Hardware). The Recent Articles and Popular Articles are shortcuts to new additions and articles that other customers have found helpful.
Click on Software to see the articles posted in this
area.
Within the Software group, articles are filed under Back Office, Register, and Synch / Server. Click on
an article to view the details. Click more -> to see more articles.
Click on an article to read it. To print it, click the Print icon at the top of the page.
Ticket Review
The details of the ticket will be listed in the window. If the detail spans more than one page, click on the arrows at the bottom of the page to see more information:
Adding an Attachment
To attach a screen shot or document to your ticket, click Reply
at the top of the details page.
An email reply window appears. Enter a description for the
screen shot or document you are attaching; then click Attach a File.
A File Explorer window will open. Browse to the saved screen
shot or document on your computer; then click Open.
When finished, click Send to update the ticket details for all parties on the ticket.
To save your changes and submit later, click Save draft.
When ready to submit, click into the details screen and click Edit Draft,
then Send.
Closing a Ticket
If you no longer need help on a particular issue, you can close the ticket.
From Tickets or My Area, click on the ticket description to see the detail.
Scroll to the bottom of the page. On the right-hand side, you’ll see an orange button labeled Close ticket.
Click this button to close the ticket.
Adding a New Ticket
If you need to open another ticket, simply click on the Add
ticket button at the top of the page.
You can also click on Submit a ticket at the bottom
of any page in the Help Center:
Reviewing Tickets Created by Other Users
You can also view the details of tickets on which you have been CC’ed. From Tickets / My Area, click on My CC’ed Tickets.