Support Desk ΓÇö How to Use

Quick Summary

This article has been standardized to Kecktech Help Center format for safer support handling and clearer escalation.

Scope

• Audience: End users and support staff
• Category: General/Uncategorized legacy article
• Goal: Resolve the issue consistently while reducing risk

Step-by-Step Resolution

1. Confirm the exact symptom and capture any on-screen errors.
2. Verify basic conditions (power, connectivity, login/session validity).
3. Apply lowest-risk corrective action first and re-test.
4. If unresolved, review logs/history and isolate account vs device vs service cause.
5. Record final outcome and next preventive action.

Safety and Security

• Do not disable protection controls permanently to force a result.
• Stop and escalate if sensitive data, account abuse, or malware indicators appear.

Escalation Criteria

• Escalate when the issue remains reproducible after core steps.
• Escalate immediately for security, compliance, or business-critical impact.

Legacy Source Content

Support Desk ΓÇö How to Use

What This View Shows

The Support Desk is your daily driver for managing client issues. It shows three columns simultaneously:

• Left (30%): Live TRMM alerts across all clients, sorted by severity
• Middle (45%): Open FreeScout tickets pulled from the database ΓÇö no FreeScout login needed for viewing
• Right (25%): Quick Actions ΓÇö Log time against a customer, plus direct links to external tools

Daily Workflow

Morning Check-In

1. Open Support Desk ΓÇö scan the Alert column for any Critical (red) or High (orange) alerts
2. Acknowledge any alerts you are actively working ΓÇö click Acknowledge on the alert card
3. Scan open tickets ΓÇö check elapsed time badges for anything new since yesterday
4. Claim any unassigned urgent tickets by opening them in FreeScout

Working a Ticket

1. Read the ticket preview in the middle column
2. Click Open in FreeScout to reply or add internal notes
   • Note: FreeScout requires one login per browser session: [email protected] / Kecktech2026!
3. When work is complete, log your time in the Log Time panel

Logging Time

• Select customer from the dropdown
• Choose hours (0.25 increments)
• Write a brief description ΓÇö include ticket number if applicable
• Click Log Time ΓÇö this creates a Draft Timesheet in ERPNext

Remote Support

1. Click Vaultwarden (Client Profiles) in Quick Access
2. Find the client's collection
3. Copy their RustDesk ID
4. Connect via RustDesk

Alert Severity Guide

Color	Severity	Response Time
Red	Critical	Immediate
Orange	High	Within 1 hour
Yellow	Warning	Same day
Blue	Info	Review this week

Common Questions

The time entry customer dropdown is empty.
ERPNext credentials may not be configured or the ERPNext container is restarting. Check the Ops page for ERPNext stack health.

I acknowledged an alert but it reappears.
TRMM may still be detecting the condition. The issue needs to be resolved at the source, not just acknowledged.