Using the Edsential Help Centre

Using the Edsential Help Centre

Help centre is the place for all your IT questions.

From here you can access our IT guides, check up on open/historical tickets and raise new tickets if required.

Getting started

How to Access the Help Centre
Click this link, Edsential Community Interest Company | Home, to open the Help Centre. Alternatively look for the link in the start menu Edsential Help Centre.


To view guides or manage your support tickets, you’ll need to sign in:

  1. Click Sign in at the top right corner.

  1. Use your work email address.
  2. Note: Your Help Centre password is separate from your computer login.
    If you’ve forgotten it, click Reset and follow the instructions.


Once you're signed in you should see the below screen.


Using the Help Centre

In the top right is the pages section, here you can navigate to different sections of the help centre.
Home - This is the home page of the help centre.
My Area - This is where your tickets live, you can see open tickets or review old ones.
Knowledge base - This is where all the guides live.

See below a more in depth look at each area

Home
This is the first page you'll see when you sign in.

1. This is the search box, start typing here to be shown guides that match your search.
2. This is link to the knowledge base you can search here through all the guides (a more in depth look at this space is further down).
3. This is the Tickets area from here you can monitor your tickets (a more in depth look at this space is further down).
4. This is the ASAP help tool, this tool can be accessed from any page on the help centre.

ASAP help tool
Selecting the Help icon in the bottom left of the screen will open the ASAP help tool, scrolling down in here you can:
  1. Quickly access area such as the knowledge base, recent articles/guides.
  2. Check on the status of tickets at a glance.
  3. Submit new tickets
This tool should stay open whilst you navigate the help centre making it easy to raise tickets whilst looking at guides.

My Area (ticket portal)
This area contains all tickets which you've raised, from here you can:
  1. Look at open or historical tickets
  2. Add new tickets.

1. Looking at open or historical tickets
Select the ticket name you wish to look at to open it's details.
Ticket information

Updates area
In this area you can see all updates on your ticket.
Ticket Properties
In this area you can see the properties of your ticket, selecting Edit in the top right of this area will allow you to: 
  1. Change the priority of your ticket.
  2. Close your ticket
Reply/comment
Selecting one of these will allow you to add information or replies to your ticket.
Here you can add the text of your reply and attach a file if needed.
Finally hit send.
Your update will show in the ticket updates area and be sent to the helpdesk.


Knowledge Base
The knowledge base is a collection of guides we have produced to help users with new features or fix common problems.
This may reduce wait time for issues as there is no need to wait for a response from helpdesk.
The first page of the knowledge base allows you to:
Search for articles in the top right.
Look at Recent Articles that have been published.
Look at the library of User guides.

User Guides
This section is split up into categories containing relevant guides 

Selecting a guide will open it

Note: Remember, if you can't find what you're looking for, select the ASAP help tool in the bottom left.

If there are any guides you'd like added, please raise a ticket and we will be happy to produce it.
Also, if there are inaccuracies within guides already published or they are in the wrong place please let us know.

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