Test run the full process from your customers' point of view:
Step 1: Sending an email (your customer)
In order to simulate the help desk process, start off by sending an email to SysAid CSS. Your SysAid CSS email address is <your_account>@sysaidcss.com.
You may find your account name in the top right corner of SysAid, or under
This is a sample email. When you send it to your SysAid CSS, it will open a new service request.
For example, let us enter the subject: "I need service X," and the body: "Please assist me, I urgently need service X from your company." Attachments can be added to the service request.
Step 2: View the service request that has been opened
Log in to SysAid CSS: http://<your_account>.sysaidcss.com. Go to Helpdesk List.
Here you will find the full list of all your service requests.
The SysAid CSS email integration function scans and processes the email account every couple of minutes, so please be patient during this test...
By now you should see the new service request that arrived. If you still cannot see it, please click on List from the left menu again to refresh the page.
If you click the service request, you will be able to see that the email has been converted to a service request with all the details.
If the email was sent from an existing contact of yours, it will be attached to this contact automatically, (requested by field is automatically populated with the customer). Otherwise, SysAid CSS will give you the option to create a new customer with the click of a button, and fill in details.
Automatic notifications to the sender are activated only for those who are listed as your contacts and have a matching email.
Once you click the Create Contact button , the automatic notifications you have defined will be sent out. So, please click the create contact button now to continue the test run.
Step 3: Confirmation email sent to the customer
Go back to the inbox of the email account you used in Step 1 and check your email.
A confirmation email has been sent with the details of your request and a service request number for tracking purposes. Note that this will take place only if a contact has been created, as explained above.
Step 4: Customer inquires about his issue - What's up? (your customer)
The customer now replies to the email asking for the progress. From your email account, (again, the same account you used in step1), please send a reply:
What is going on with my service request?
Step 5: Reply from within the service request (you)
Once your customer replied, you will receive an automatic notification to your email, and you will also see the reply on your SysAid CSS Service Requests List. You can reply to your customer from within the SR using the Send Message link.
All communications will be documented in the SR.
Step 6: Customer receives the reply in his/her email (your customer)
Check your email (the one you used in step 1) for the response you just sent.
Step 7: Close the request (you)
After completing the requested service, change the status of the service request to closed and enter the solution.
Step 8: Customer receives an update on the status and the survey link (automatic)
Check your email (the one you used in step1).
You will see that your customer received a notification updating that the service request has been closed. This notification also includes a request to answer a question for a survey about your customer’s level of satisfaction.
Step 9: Self Service Portal (your customer)
At all times customers can login and access the Self Service Portal and view all of their service requests, as well as the FAQs you have listed there.
Your customers can also submit new service requests via the portal and add notes to their existing service requests.