Need the ability for end users to create support tickets directly from remote devices?
Through the “Ask for Help” application installed on the remote device, users can fill out a short form with contact information and a brief description of their issue.
On submit, this will fire off an email to your support ticketing system to create a ticket.
For example, using the information entered in the form above, HeartbeatRM will generate and send the following email:
In addition to the information provided by the user, the body of the email contains the HeartbeatRM Agent ID and Help ID of the device submitting the form.
These ID values help you quickly identify and locate the device within the HeartbeatRM web interface.
Configuring the Support Ticket Feature
To enable the support ticket email feature, visit the Organization -> Support App area within HeartbeatRM.
Scroll down to Support Requests and toggle the Enabled status to On.
Enter the email address where support request emails should be sent. Most likely, this is your organization’s primary support email address.
Click “Update Support Tickets” to save your changes.
After a brief delay, the “Submit Help Ticket” button should become available in the Ask for Help application on all remote devices.