What is the Help Desk Console?

The Help Desk Console is a page where the Help Desk Analyst/I-9 Help Desk can perform various activities with respect to a user's account.

Why do you need to use the Help Desk Console?

The Help Desk Console is needed to perform these activities for system users:

Resend a user's login information email.
Lock a user's account.
Unlock a user's account.
Reset a user's password.
Reset a user's e-PIN.

Who can access the Help Desk Console?

The only user who can access the Help Desk Console is the Help Desk Analyst for the Smart Onboarding product and I-9 Help Desk for the Smart I-9 E-Verify product.

How do you access the Help Desk Console?

There are 2 ways to access the Help Desk Console as an Help Desk Analyst/I-9 Help Desk:

Menu Icon
All authorized users can use the Menu icon to access the Help Desk Console.

Quick Links*
If you are an Help Desk Analyst/I-9 Help Desk you can use the Help Desk Console link provided on the home page.
*Note: your organization can remove this link but it is provided as part of our delivered home page.

Access through Menu icon:

Click the Menu icon, and click "Help Desk Console" under Consoles.

Access through Menu icon

Access through Quick Links:

Click the "Help Desk Console" link in Quick links bar under the home page image.

Quick Links:

What makes up the Help Desk Console?

Help Desk Console Page

Sections

Behavior

Search Fields

Enter about the New Hire's First Name, Last Name or Start Date and click Search
The values will be filtered by the search field values

Invitation Details

Invitation ID - Click the Hyperlink to view the New Hire Invitation
View Process - The "process" refers to the onboarding process, and "View Process" shows you what has been done and what needs to be done
View Historic Process(es) - It shows the complete process history for that New Hire
Info and Actions - Clicking on "Info and Actions" will pull up tabs for New Hire information and process actions. The actions will vary depending on the Invitation Status

How do you access invitation details?

Click on any I-9 ID link.

Two links display for accessing "Review Invitation" and "Invitation Summary".

Click on "Review Invitation" link to see the invitation details.

Review Invitation

To view invitation summary, click on "Invitation Summary".

Invitation Summary

How do you access Help Desk Console actions?

Click on the "Info and Actions" link for an Invitation ID.

Info and Actions

Under Actions tab, you will see the Help Desk Console actions.

Help Desk Console Actions

How to perform Help Desk activities via Elasticsearch?

Another alternative for performing Help Desk activities is via Manage Accounts actions in Elasticsearch.

Click on the "Elasticsearch" icon, select "Manage Accounts" in the Category and enter the search keyword. You can use any of the Manage Accounts related search keyword options such as the employee's Invitation ID, Name, Email, Phone, Account Status, Product, Company, Business Unit etc. In this case, "Active" is used as the search keyword. This will display all invitations with active status.

In the search results, click on "..." for any invitation and select the action to perform. Depending on the invitation status, the actions displayed for invitations may differ.