msts102 mystrata helpdeskmystrata.com.au/.../training/south_africa/msts102_mystrata_helpde… ·...

MSTS102 MYSTRATA HELPDESK Copyright © Mystrata South Africa Pty Limited 2014

Version 1.0 (February 2014)

STUDENT WORKBOOK

MSTS102 MYSTRATA HELPDESK

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COURSE OUTLINE CONTENTS

1.0 CREATING A NEW HELPDESK ACCOUNT .............................................................................. 3

2.0 LOGGING INTO THE HELPDESK SYSTEM ............................................................................... 5

3.0 SEARCHING FOR HELP ......................................................................................................... 6

4.0 BROWSING THE TUTORIALS ................................................................................................ 7

5.0 SUBMITTING A SUPPORT TICKET ......................................................................................... 8


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1.0 CREATING A NEW HELPDESK ACCOUNT

The Mystrata Helpdesk system is your single source of software support for Mystrata products.

In order to use the Helpdesk you will be required to create an account. This account is different to your Strataware account; however you can use the password if you wish.

1. Visit our Helpdesk at http://support.mystrata.com 2. Click the “Sign up” link


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3. Fill out the Signup form as required

4. Click “Sign me up!” 5. You will receive a welcome email containing a verification link, click the link once

received to access the helpdesk


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2.0 LOGGING INTO THE HELPDESK SYSTEM

Once you have created a new user account for the Helpdesk system you are able to login to perform various functions. To login to the Helpdesk system:

1. Open your web browser and go to http://support.mystrata.com (or click the “Support” link on the Mystrata home page)

2. Enter your username and password as setup in section one 3. Tick the “Save my login information” box to avoid having to re-‐enter your credentials

each time

4. Click the “Login” button


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3.0 SEARCHING FOR HELP

The Helpdesk is more than just a ticketing system, it is also where Mystrata keeps their tutorials and manuals for Strataware and MyCommunity – these tutorials are searchable.

1. After you have logged into the Helpdesk (see above section two) you can search our knowledgebase.

2. Simply click the search field and enter your search term and click “Search”. 3. Once an item has been displayed that looks like it will match your search term simply

click on the heading of the item to go to that article.


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4.0 BROWSING THE TUTORIALS

It is a good idea to browse the helpdesk articles when first learning how to use Mystrata systems. The articles are filed under appropriate headings:

Explore the various menus and become familiar with the structure of the helpdesk articles. Each article has a similar structure with step by step instructions (where appropriate), screenshots and explanatory notes.


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5.0 SUBMITTING A SUPPORT TICKET

If you are unable to locate an appropriate help tutorial or manual by searching you are able to submit a support “Ticket” requesting assistance by clicking the “Submit a Request” button.

1. Click the “New Ticket” link

2. Fill out the form as required and click the “Submit” button

Important Note: When submitting a ticket to helpdesk, be sure to include all required information so our staff can assist with your enquiry as quickly as possible.


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Mystrata Pty Limited

Phone: +61 7 3839 3199 Fax: +61 7 3036 6143

Mystrata South Africa Pty Limited

Phone: +27 21 202 9903 Fax: +27 21 686 3951

Mystrata Middle East FZ LLC

Phone: +971 4 422 5747 Fax: +971 4 422 4746

Mystrata Malaysia Sdn Bhd

Phone: +603 6201 2127 Fax: +603 6201 0240

Since 2001, Mystrata has been developing and supporting great technology for sectional title, strata and homeowners associations. Professional managers, developers, trustees, directors, property owners and tenants throughout Australasia, the Middle East and South Africa use our software

Learn more about Mystrata at www.mystrata.com or on your favourite social media site.

www.facebook.com/mystrata

www.twitter.com/mystrata

www.linkedin.com/companies/mystrata

msts102 mystrata helpdeskmystrata.com.au/.../training/south_africa/msts102_mystrata_helpde… ·...

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