The setup already fills all dialogs with sample terms, which serve as a suggestion and for a quick comprehension of the program. For example, the names of the resources "First Level Support", the location "Headquarters", preset statuses and priorities - and so on - are available.

For the operational use of the i-net HelpDesk - as well as for the presentation to colleagues - the company-typical designations should be used, to promote the recognition effect and thus the acceptance by the colleagues. You are welcome to make use of the support of the i-net software team for this purpose.

The basic settings are made in the Configuration application. Among other things, the settings for the connection to the database, the LDAP and the email setup are located here. In the Ticket values configuration, values are prepared for ticket processing:

• Locations / Customers - an assignment of users to a location or a customer.
• Priority / SLA of a ticket,
• Category of a ticket,
• Classification of a ticket,
• Status of a ticket, which is the consequence of a ticket action performed.
• Actions which can be performed on the tickets.

The web-based interface provides a multitude of additional applications, which are relevant for the operation of the i-net HelpDesk server. The most important ones are mentioned here: User and Group management, Maintenance as well as Diagnosis and Statistics.

In ticket processing, similar - or the same - workflows will often occur. The i-net HelpDesk provides the following supporting functions for this purpose:

• Quick-Tickets - are frequently recurring tasks that are applied to a ticket. The sequence of ticket actions is predefined and can therefore be used again and again.
  • With the Task Planner, you can also execute Quick-Tickets as serial tasks.

• Processes - are also a predefined sequence of recurring tasks that can be applied to a single ticket. The difference to Quick-Tickets is that processes are regularly processed in several steps and their fixed sequence is predefined. This means that processes can be used to predefine very complex scenarios that supporters must adhere to.

• Email templates - Emails that are sent to users when certain events occur, such as the receipt of a new email by the i-net HelpDesk.

• Auto Texts - Templates that can be inserted directly as text snippets during editing. A signature is also an Auto Texts and is inserted directly at the start of processing a ticket. Supporters can create their own Auto Texts and their own signature.