The New Marvin Helpdesk Powered By Zendesk End User Training Guide

Features and Benefits Submit a Helpdesk request Auto-routing of tickets based on your selection in the End User Portal. Tickets are sent to a group of Agents instead of just one. The first available Agent will work on your ticket and claim it. End users can track their tickets. Replying to a request in email will automatically update the ticket for ease of use. End users can reopen a request within 4 days of it being solved if the issue returns. Live Chat with a IT Helpdesk Specialist (Mon-Fri 5:30am to 4:00pm CST) pending agent availability. Leave a message if an IT Helpdesk Specialist is not available for Chat. Still available: the traditional method of calling x4357 (61-4357) or emailing helpdesk@marvin.com or your facility’s email (see later in the presentation).

Features and Benefits (continued) FAQs and Guide Ever-expanding knowledge base. Knowledge base that is searchable by end users and Agents. Self help for instant help. Major Systems Alerts Multi Location Support Baker: HelpdeskBaker@marvin.com Eagan : HelpdeskEagan@marvin.com Grafton: HelpdeskGrafton@marvin.com Roanoke: HelpdeskRoanoke@marvin.com Warroad: Helpdesk@marvin.com

Welcome to the End User Portal

Signing in Make sure to Sign in to the End User Portal using your Marvin username and password (network credentials same login as your computer). This should happen with just a few clicks. This allows your name to be generated on any chat or submitted request you send in. It allows you to also track your open tickets. In the upper right hand side of the screen if you don’t see your name and see a sign in box simply click it to sign in with your Marvin account.

Submit a Request Choose your location by clicking the arrow and selecting it from the drop down box.

Filling out a Ticket Example See the red asterisk by Issue, Subject, and Description? These are required fields that need to be filled out before you can submit a ticket. As you can see here by putting display as the issue and in the subject line it populated a article to read here that might help you troubleshoot the issue.

Filling out a Ticket Example (continued) After you submit a ticket, it will be properly routed in an attempt to best get you the most timely and effective solution. You will usually get an email on ticket creation and solution. If you have anything to add, please reply at the top of the ticket email you receive.

Live Chat Chat button Starting a Chat Agent Reply Simply ask your question and click start chatting. Agents will respond as soon as they can. Also note every chat does become a ticket. If the chat Agent cannot assist you they can escalate the ticket. On the bottom right-hand side of screen is the Chat button. Note: If no Chat Agent is available it will then say Leave a Message instead of Chat with Us.

Using the Search Box for articles/Self HElp If you were to search for the word Password. The following search result will appear that pertain to the word searched.

FAQ/Guide & Alerts If you want to view all available articles without searching, simply click on the See All Articles. When major system outages are reported and we verify, you can click here for updates and to see what we are having issues with. If nothing is listed and you are having a issue, please report it.

Any questions? Thank you! Q & A Any questions? Thank you!