What is the Help Desk Console?

The Help Desk Console is a page where the Help Desk Analyst (for the Smart Onboarding product) or the I-9 Help Desk (for the Smart I-9 product) can perform various activities to resolve issues related to users' account.

Why do you need to use the Help Desk Console?

The Help Desk Console is needed to perform these activities:

• 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.

How do you access the Help Desk Console?

There are 2 ways to access the Help Desk Console:

Access through the left navigation menu:

Click the menu icon in the top left corner of the page, then select "Help Desk Console" under the Consoles section from the navigation menu.

Access through the Quick Links bar:

Click the "Help Desk Console" link in the Quick links bar below the homepage image.

What are the contents of the Help Desk Console?

Each section of the Help Desk Console is explained in detail below:

Search Filter

When there are numerous new hire invitations in the system, using the search filter options helps quickly locate a specific invitation or invitations that match particular criteria. Next to the field, you can adjust the search option to specify how you want your text to be perceived.

In this example, the search results are filtered by the New Hire's Start Date.

Quick Filter 

The Quick Filter is another way to quickly find a specific invitation or search for invitations that meet certain criteria. 

Export to Excel

If the logged-in user's role (Help Desk Analyst / I-9 Help Desk) is configured with export functionality, the "Export to Excel" button will appear in the console. By clicking this button, the user can download the search results as an Excel file to their local computer.

Search results

Based on the search criteria selected in the Search Filter/Quick Filter, the invitation details display in the search results. Only the first 1000 rows can be seen in the search results. The details of the search results include the following fields:

Using this feature, you can easily navigate to any page within the search results and review information for any New Hire's invitation.

In the example below, page "4" of the search results is accessed by clicking the "4" tab. To view the invitation details, process information, or perform actions related to a New Hire's account, click the corresponding links for the selected invitation.

Clicking any of the links, except for "Info and Actions," will open the corresponding details in a new window, while your search page remains open in the previous window. If you need to view additional information for the same invitation or access details for another invitation, simply return to your search page and click the corresponding console link, which will open the relevant details in a new window.

However, clicking the "Info and Actions" link will open a pop-up page within the same search window to view information and perform actions. Once any actions are completed from the "Info and Actions" page, the related activity will open in a new window, and your search page will return to the first page.

How to access invitation details?

Click on any invitation ID link in the console. This will provide options to view the invitation and I-9 details, depending on the progress of the New Hire's onboarding process.

Note:

• The Onboarding Summary is specific to the Smart Onboarding product and is accessible for New Hire invitations with completed Employee Biographic Information activity. 
• The I-9 Summary option appears only when the I-9 ID is generated for the New Hire's invitation i.e when Section 1 data is entered and saved/electronically signed by the New Hire.

Clicking "Review Invitation" will open the details of the corresponding invitation.

Clicking on the "Invitation Summary" option will open summary details of the corresponding invitation.

How do you access Help Desk Console actions?

To access console actions for any invitation, click on the "Info and Actions" link associated with the invitation, then select the "Actions" tab.

The available actions will vary depending on the progress of the New Hire's onboarding process.

Below are the Help Desk Console actions available when the invitation has been launched:

Note: The "Reset e-PIN" option will only appear in the actions if e-PIN is enabled for the organization.

Help Desk Console actions for an in-progress invitation process:

Help Desk Console actions for a completed process:

How to perform Help Desk activities via Keyword Search?

Another method for performing Help Desk activities is by using Keyword Search within the "Manage Accounts" actions.

Click the "Keyword Search" icon and select "Manage Accounts" from the Category dropdown. Enter a relevant search keyword, such as the employee's Invitation ID, Name, Email, Phone, Account Status, Product, Company, Business Unit, etc and click "Search". For example, using "Active" as the keyword will display all invitations with an active status.

In the search results, click on the three dots "..." next to an invitation. Choose the action you want to perform. Available actions may vary depending on the invitation's status.