Service Desk

The Service Desk enables Tenant Admins to provide remote support for employees experiencing device issues. Using the integrated video call and IPKVM Gateway, authorized users can communicate with the employee, remotely access the locker terminal, troubleshoot the device, and if required, remotely open a locker slot for device drop-off.

Access Service Desk

To access Service Desk:

1. Navigate to Service Desk from the left navigation menu.

   

2. The page displays all Service Requests.

Each request card displays:

• Service Request Number
• Current Status
• Device Details
• Issue Description
• Locker Information
• Request Time

Requests can be filtered by:

• All
• Pending
• Processing
• Cancelled
• Closed

Join a Service Request

To start assisting an employee:

1. Locate the required Service Request.

2. Click Join Now.

3. Confirm the action.

   

The Service Call screen opens.

Service Call

The Service Call page allows the Tenant Admin to communicate with the employee and remotely troubleshoot the locker terminal

The page consists of:

• Live video/audio call

• IPKVM remote terminal

• Service Request Details

• Locker controls

  Click Connect to start the call

Service Request Details

The right panel displays:

• Service Request Number
• Device Information
• Reported Issue
• Locker Name
• Locker Location
• IPKVM Connection Status

This information remains visible throughout the support session.

IPKVM Connection

The IPKVM Status indicates whether the employee has connected the IPKVM Gateway.

Disconnected

When the status is Disconnected, remote device access is unavailable.

The employee should connect the IPKVM Gateway to the locker terminal before troubleshooting can begin.

Connected

Once the employee connects the IPKVM Gateway, the status changes to Connected.

The Tenant Admin can now remotely access and operate the locker terminal.

Remote Troubleshooting

After the IPKVM connection is established, the Tenant Admin can:

• View the locker terminal screen.
• Control the terminal remotely.
• Diagnose software and hardware issues.
• Guide the employee during troubleshooting.

Continue troubleshooting until the issue is resolved or further action is required.

Video Call Controls

The Service Desk supports live communication between the Tenant Admin and the employee.

Available controls include:

• Microphone On/Off
• Camera On/Off
• Start/Join Call
• End Call

Use the video call throughout the troubleshooting session to communicate with the employee.

Open Locker Slot

If the issue cannot be resolved remotely and the device needs to be returned:

1. Click Open Slot.

   

2. The assigned locker slot opens remotely.

3. Ask the employee to place the device inside the locker.

4. The employee closes the locker door after placing the device.

   

The slot information is displayed in the Service Request Details panel.

End the Service Call

After confirming:

• Troubleshooting is complete.
• The device has been placed inside the locker (if applicable).
• The locker slot has been closed.

Click End Call.

The Service Desk session ends and the Service Request can be closed.

Service Desk Workflow

1. Employee creates a Service Request.
2. Tenant Admin joins the Service Request.
3. Employee joins the Service Call.
4. Employee connects the IPKVM Gateway.
5. IPKVM status changes to Connected.
6. Tenant Admin remotely accesses the terminal.
7. Troubleshooting is performed.
8. If required, the Tenant Admin opens the locker slot.
9. Employee places the device into the assigned slot and closes the locker.
10. Tenant Admin ends the Service Call.
11. Service Request is completed.

Best Practices

• Ensure the employee has joined the Service Call before troubleshooting.
• Wait until the IPKVM status changes to Connected before accessing the terminal.
• Keep communication active throughout the support session.
• Open locker slots only when device return is required.
• End the Service Call only after verifying the support activity is complete.