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?

The Help Desk Console page features the Search Filter, Quick Filter, and an "Export to Excel" button that allows for downloading search results and invitation details. The "Export to Excel" button is only visible if the logged-in user’s role (Help Desk Analyst/I-9 Help Desk) has been configured to allow data export.

Help Desk Console without "Export to Excel" option

Help Desk Console with "Export to Excel" enabled

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

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.

Field	Behavior
First Name	Filter by first name Selecting "begins with" will search for first names that start with the letter(s) you enter. Selecting "contains" will search for any first names that include the letter(s) you enter. Selecting "equal to" will search for a first name that exactly matches what you type.
Last Name	Filter by last name Selecting "begins with" will search for last names that start with the letter(s) you enter. Selecting "contains" will search for any last names that include the letter(s) you enter. Selecting "equal to" will search for a last name that exactly matches what you type.
Start Date	Filter by the New Hire's start date Selecting "between" will generate another search box. Using this option allows you to search for New Hire Invitations that fall within the specified range. Selecting "greater than or equal to" will show New Hire invitations that are equal to or greater than the specified date Selecting "less than or equal to" will show New Hire invitations that are equal to or less than the specified date

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.

Note: The "Export to Excel" option is intended for downloading search results obtained using the search fields and will not work for results generated through the Quick Filter search.

Note: If no results are found for the search criteria, the "Export to Excel" button will not be visible in the console.

A sample of the downloaded Excel file format is shown below. The search filters applied to generate the results are displayed in the top row of the file.

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:

Field	Behavior
Invitation ID	New Hire's distinctive ID # Clicking on this will pull up the New Hire's personal information and job information
Name	New Hire's full name
Start Date	Employment start date mentioned on the New Hire's invitation
Invitation Status	The status of the New Hire's invitation - Created, Launched, In Progress, Completed or Terminated.
Business Process	Process the New Hire's invitation belongs to
View Process	Shows the process for that New Hire
View Historic Process	Shows the complete process history for that New Hire
Info and Actions	Clicking "Info and Actions" opens tabs for New Hire information and process actions. The available actions will vary based on the Invitation Status.

Navigating through search results

Search results are displayed in pages, with each page showing 10 rows by default. You can change the number of rows displayed per page by selecting a different value from the "Rows per page" drop-down menu.

To navigate through the search result pages, you can:

Use the "Previous" and "Next" buttons
Click on the page number tab or select a page from the drop-down menu and click the "Go" button.

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 "7" of the search results is accessed by clicking the "7" 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.

Invitation Summary

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:

Actions for a completed invitation

How to perform Help Desk activities via Elasticsearch?

Another way to perform Help Desk activities is through Manage Accounts actions in Elasticsearch.

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

In the search results, click on "..." next to any invitation and select the action you wish to perform. The available actions may differ depending on the invitation status.