Hankyu Helpdesk User Guide

User E-mail Activation and Password Set-up

Hankyu Helpdesk URL: https://desk.zoho.com/portal/hankyuhanshinexpress/home

In order to activate your user account in our new Helpdesk portal, you will have to follow the instruction included in the E-mail Activation invite. 

Here is a sample Activation Invite E-mail:

Click the ACCEPT THE INVITATION link to get redirected to the activation web page. Enter a medium to strong password, confirm then click the Register button.

User Profile Configuration

After you are done with the Registration, the Edit Profile page will open. Populate the fields accordingly. Facebook & Twitter fields are not required. 

• For Password changes, click the down arrow next to your name and select Change Password.
  

Log-in page screenshot:

The Landing Page 

The landing page of the new Helpdesk system is where most of your activities will happen. It contains links to the different functionalities of the Helpdesk system which includes:

1. Your name with a link to your profile.
   
2. Announcements
   
3. Help Center Essentials: 
   

1. Add Ticket – Click here to submit a new ticket.
   
2. My Tickets – A list of the tickets you have created.
   
3. Knowledge Base – A collection of articles including user guides or SOPs related to Helpdesk, Accounting and the Cargowise system.
   
4. Community – The section allows all HHE end users to start discussions in which they can post questions (public), answers, comments and solutions about PC and Cargowise One related issues. 
   

NOTE: Use the community if you have a general topic to raise which might be beneficial to other HHE employee.

4. Search Field – Use this field to search if there is an existing issue similar to what you will be reporting. It might help you get a solution to your problem faster.
   

NOTE: The Search Field only queries from the Knowledge Base and Community database. It will not do a search on all the HHE submitted tickets. 

Landing Page screenshot:

Help Center Essentials Section

1. Add Ticket
   

In order to create or submit a ticket in Hankyu Help Desk, the first step is to click the “Add Ticket” icon located in the Help Center Essentials. This will take you to the Submit ticket web page where you will have to select a Department where the ticket should be addressed. Here are the steps:

1. Before creating a ticket, you can use the magnifying glass to search our Knowledge Base Articles for any documentation related to your current issue.
   

Submit a Ticket web page screenshot:

2. Department – Please select the appropriate department you will be addressing your ticket to. The available department options are:
   

3. General Helpdesk – For all incidents or issues that are PC related like E-mails, Hardware (Desktop, Laptop, Phones etc), Software (MS Office, Windows or any other software you are using), Network (Internet Connection issues for example).
   
4. Cargowise One – All Cargowise One related issues. You will be required to select the Category related to your current problem so it can be handled accordingly. The category list dropdown will be visible when you select Cargowise One as the Department. DO NOT USE “–None-“
   
5. Corporate Accounting Requests – Select this Department if you have an accounting questions or requests. All tickets entered under this department will be forwarded to the Corporate Accounting team. Please make sure that you select the Request type from the dropdown list available when you chose this department. DO NOT USE “–None-“
   

3. Subject – Enter a brief subject of the issue.
   
4. Description – In order to minimize the back and forth conversations in order to get more information about the problem, please make sure that you enter a detailed description of the issue. Provide us with reference numbers, screenshots, sample files and any other information that will help us check and troubleshoot. You may use the Attachment link further down below of the page to attached any documents (20 MB max. file size) you wish to include with the ticket.
   

5. Additional Information – Assign a priority level as well as the classification to your ticket by selecting from the list provided. This will help the IT Team in categorizing and handling your ticket.
   

2. My Tickets
   

This section contains all the tickets that you have submitted. You can filter them status: Open, On Hold or Closed.

3. Knowledge Base Section
   
   The Knowledge Base Section has 3 areas, General Helpdesk, Accounting and Cargowise One. Each of these sections contains specific articles of helpful information related to each department.

4. Community Section
   

Similar to the Knowledge Base Section, the Community is also categorized by the 3 Departments. Select the appropriate department where you wish to start or post a topic for discussion. The Announcement in the Landing page is also visible in this section.

E-mail Notification from the Hankyu Helpdesk system

Here is a sample screenshot of the e-mail notification you will receive from the helpdesk system. Use the link provided in the bottom of the e-mail to open the ticket directly from the system.