After you activate the Helpdesk Agent on your customers' devices, there is one more step before your customers can begin opening tickets on their own (either by right-clicking the HelpDesk Agent icon or using the Control + F12 hotkey). They will need to do a one-time authentication of the Helpdesk Agent (for purposes of identity confirmation).

After you activate the Helpdesk Agent on your customers' devices, there is one more step before your users can begin opening tickets on their own (either by right-clicking the HelpDesk Agent icon or using the Control + F12 hotkey). They will need to do a one-time authentication of the Helpdesk Agent (for purposes of identity confirmation).

One time authentication

1. Right-click on the Helpdesk Agent, and select Personal Settings. The Personal Info Settings screen appears.

2. Fill in the full name, and email address, then click Send Token. A token will be emailed (for purposes of identity confirmation).

3. Check the email to obtain the confirmation token, then enter it into the Confirmation Token box on the Personal Settings screen, and click Save. They can now open tickets and utilize all the features of the Customer Portal.

3. Check the email to obtain the confirmation token, then enter it into the Confirmation Token box on the Personal Settings screen, and click Save. They can now open tickets and utilize all the features of the Service Portal.

Create a ticket using Hot Key

1. Make sure that the option Activate Ctrl+F12 Shortcur.

2. Press CTRL+F12 on the keyboard, and the Add Ticket page on the Customer Portal will open.

2. Press CTRL+F12 on the keyboard, and the Add Ticket page on the Service Portal will open.

Note: A screenshot is automatically added to the ticket when using this feature.

Create a New Ticket option

1. Right-click on the Helpdesk Agent, and select the Create New Ticket option

2. The Add Ticket form displays - a new ticket can now be created.