Techsupport Desktop

Course description
Introduction
- About the system
- Basic notions and terms
Public section
- Types of Information
- The Amber Public Interface (since version 9.5)
Control panel
- User interface
- Control panel toolbar
- Function selector and content access area
- Main work area
AD/LDAP
- Module functions
- How the module functions
- Module configuration
- Adding users to departments on an AD server
- Registering a server
- NTLM Authorization
- Importing Users from LDAP Diectory
Managing sites
- The site
- Managing sites in the control panel
- Configuring site display settings
Managing site structure
- The Button "Structure"
- Site explorer
- Creating a new section
- Creating a new page
- Editing page and section properties
- Uploading files to a site
- Media Library
User management
- Basic notions
- Managing users
  - Users
  - User groups
- Importing Users
  - Importing from a CSV File
  - Import from LDAP Directory
- Access permissions
- More uses for user groups
  - Controlling user interface objects
- How to Restore Password for Administrator
Managing interface languages
- Interface languages
- Managing interface languages
- Installing and updating language files
- Managing messages
Information blocks
- Basic notions
- Typical Operations
- Examples of structured information
- Customizing the Information block forms
- Extra features
- Sample uses
Wiki
- Creating A Wiki Section
- General Considerations
- Creating A Wiki Page
- Editing Wiki Pages. Version History
- Categories And Tags
Commercial catalog
- Principal features and traits
- Example of converting an information block into a commercial catalog
- Selling content
- Data export and import
e-Store
- Essential Steps To Perform To Configure Your e-Store
- The module settings
- The web shop settings
- Handling orders
- Using taxes
  - Taxes
- Internal customer accounts
  - Internal customer accounts. Transactions.
- Using credit cards
  - Credit cards
- Subscription renewal
  - Subscription renewal
- Affiliates
  - Affiliates
Web forms
- Main features and functions
- Managing web forms
- Sample operations
Proactive Protection
- Basic notions
- Standard security level
- High security level
- Highest security level
- Stop list
Blogs
- Blog
- Blogging terms
- Managing blogs
- Module settings
- Administration interface
- Public interface
Managing subscriptions
- Introduction to subsriptions and mailing lists
- Subsriptions
- Manual mailing lists
- Automatic mailing lists
  - Managing automatic mailing lists
Polls and surveys
- Polls and surveys
- Sample uses
Mail
- E-mail accounts
- Messages
- Rules
- Mail log
- Mailboxes
- Example of creating a mailbox
- Module Settings
- Mail config
Lists
- Module features
- Lists module configuration
Extranet
- Intranet user vs Extranet user
- Module installation and extranet site configuration
- Module settings
- Extranet user access permissions
- User visible to all in extranet
Event Calendar
- Calendar module settings
- Calendar settings
- Calendar and Google.Calendar synchronization
DAV
- DAV module config
Advertising
- Basic notions
- Sample uses
- Using keywords to show banners
- Advertisting reports
e-Learning
- Basic notions
- Creating lessons and tests
- Publishing a training course
  - Publishing a training course
Search
- Site indexing
- Morphological search
- Adding search function to your site
- Ranking Rules
- Google Sitemap
- Sphinx search set up
Helpdesk
- Setting up your helpedesk service
- Dictionaries
- SLA
- How to assign the ticket duty
- Submitting tickets to tech support via e-mail
- Functions available in the public section
  - Using public interface
  - Creating public interface
- Administration interface
System tools
- Using system tools
- Autocache
Push and Pull
- Push & Pull scope of application
- Push server operational basis
- Queue server versions
- Configuring P&P module and queue server
- Upgrade from Bitrix Push server 1.0 to Bitrix Push server 2.0
- Upgrade from Nginx-PushStreamModule to Bitrix Push server 2.0
- Using separate queue server
- Push server setup and start at the 3rd-party environment
Telephony
- Balance and Statistics
- Phone Numbers
- Telephony Users
- SIP Phones
  - Examples of telephone settings
  - Example of softphone set up
- Other Settings
- VoxImplant Integration
- Office PBX Set Up
  - Setting up FreePBX
- Setting Up a Cloud hosted PBX
Social Website Integration
- Module configuration
- Examples of specific services setup
  - General notes
  - Box.com
  - Google
  - LiveID
  - Office365
  - Twitter
  - Facebook
  - Dropbox
  - Apple Sign In
Performance Monitor
- Module Settings
- Public Interface
- The Module’s Control Panel Forms
- Identifying Weak Points In Your Website
- Troubleshooting Minor Performance Issues
Bitrix Cloud Inspector
Scalability
- Scalability Panel
- Load chart
- VPS Orders
External data import to Activity Stream
Multiple Divisions

Views: 10829
Last Modified: 25.06.2015

The summary on incoming tickets and reports about helpdesk service perfromance are available on the Desktop page (Services -> Helpdesk -> Desktop).

Summary reports are the review tables showing the number of assigned, closed and open tickets:

by responsible specialists;
by emergency level;
by the current status
by category;
by ticket source;
by ticket reply score.

Courses developed by «Bitrix», Inc.

Course description

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