Help Desk

The Help Desk provides a built-in way to collect, track, and manage WiFi support requests.

Guests can report connectivity problems directly through the Splash Page, while administrators can review tickets from the WiFi Hotspot dashboard together with available device, hotspot, location, and user information.


How Help Desk Works

A typical Help Desk workflow is:

  1. The guest connects to the WiFi network.

  2. The Help Desk option is available on the Splash Page.

  3. The guest reports a WiFi problem.

  4. A Help Desk ticket is created.

  5. The administrator reviews the reported issue and available connection details.

  6. The ticket status is updated while the problem is investigated.

  7. The ticket is marked Solved or Rejected when processing is complete.

Keeping the support request inside WiFi Hotspot gives administrators useful network and user context without requiring the guest to describe every technical detail manually.

Enable Help Desk on a Splash Page

To make Help Desk available to WiFi visitors:

  1. Open the required Splash Page.

  2. Select the Features tab.

  3. Add or enable the Help Desk feature.

  4. Save the Splash Page.

  5. Connect a test device and verify that the Help Desk option is available.

Enable Help Desk only on Splash Pages where visitors should be able to submit support requests.

Help Desk Tickets

Submitted issues are available in the Help Desk section of the WiFi Hotspot dashboard.

Administrators can use the ticket information to understand:

  • What problem was reported

  • When the ticket was created

  • Current ticket status

  • User information

  • Device MAC address

  • Signal strength

  • Hotspot information

  • Location, area, or room

  • Whether the user requested contact

This provides a centralized record of guest WiFi support issues.


Create a New Ticket

Administrators can also create a Help Desk ticket from the dashboard when a problem is reported through another channel.

When creating a ticket, enter the available information and click Save.

Not every field needs to be entered manually when the information is unavailable, but providing more context can make troubleshooting easier.

Created and Modified

The ticket displays:

  • Created – Date when the ticket was created.

  • Modified – Date when the ticket was last updated.

These fields help administrators track how long an issue has been open and when it was last processed.

Ticket Status

Each Help Desk ticket has a status that represents its current stage.

Available statuses include:

  • New – A newly created or reported issue.

  • Pending – The ticket is waiting for additional information or further action.

  • In progress – The issue is currently being investigated.

  • Solved – The reported problem has been resolved.

  • Rejected – The ticket has been closed without further processing.

Use the status buttons to keep the ticket current as troubleshooting progresses.

A simple workflow can be:

New → In progress → Solved

or, when additional information is required:

New → Pending → In progress → Solved

Description

Use the Description field to record the reported issue and relevant troubleshooting information.

A useful description can include:

  • What the user is experiencing

  • Whether the Splash Page appears

  • Whether login succeeds

  • Whether Internet access is available

  • When the problem started

  • Troubleshooting already performed

  • Additional notes from the administrator

Keep the description focused on information that can help diagnose or resolve the issue.

Device MAC

The Device MAC field identifies the client device associated with the support request when this information is available.

The MAC address can help administrators correlate the reported problem with user sessions, authentication information, or network activity.

Signal Strength

The Signal strength field records the reported WiFi signal condition.

For example, a connectivity complaint combined with poor signal strength can indicate a coverage issue rather than an authentication or account problem.

Use this information together with hotspot and location details when troubleshooting wireless connectivity.

Hotspot MAC

The Hotspot MAC field identifies the hotspot associated with the reported issue when available.

This helps administrators determine which network device or WiFi area should be investigated.

It is particularly useful in deployments with multiple hotspots at the same property.

Location, Area, or Room

Use Location (Area/Room) to identify where the guest experienced the problem.

Examples can include:

  • Hotel Lobby

  • Room 205

  • Restaurant

  • Conference Hall

  • Pool Area

  • Reception

  • Building A

Accurate location information makes it easier to determine whether an issue affects a single visitor, one WiFi coverage area, or an entire location.

User Information

The User section contains information about the person associated with the Help Desk ticket.

Available fields include:

  • Name

  • E-mail

  • Phone

  • Username

When this information is available, administrators can use it to identify the corresponding WiFi account and review related activity.

Contact Requested

Enable Contact requested when the user has asked to be contacted about the reported issue.

This allows support staff to distinguish tickets that require direct follow-up from issues that only need technical resolution.

When contact is requested, verify that an email address or phone number is available before closing the ticket.

HelpDesk Operator Email

Help Desk notification recipients are configured under:

My Account → E-mail → HelpDesk Operator Email

Configure:

  • Sender Email

  • HelpDesk Operator Emails

Multiple operator email addresses can be entered as a comma-separated list.

Use addresses monitored by administrators or support staff responsible for guest WiFi issues.

Troubleshooting a Help Desk Ticket

When reviewing a new ticket, start with the information already available in the report.

A practical troubleshooting sequence is:

  1. Review the problem description.

  2. Check the user and username.

  3. Review Device MAC information.

  4. Check signal strength.

  5. Identify the hotspot.

  6. Review the location, area, or room.

  7. Check related sessions or rejected login information when applicable.

  8. Change the ticket to In progress while investigating.

  9. Contact the user when Contact requested is enabled.

  10. Mark the ticket Solved after confirming that the issue has been resolved.

If the report is invalid or does not require further action, use Rejected instead.

Common WiFi Issues

Help Desk tickets can be useful for investigating issues such as:

  • Splash Page does not appear

  • User cannot log in

  • Account or voucher is rejected

  • Internet access is unavailable after login

  • Weak WiFi signal

  • Frequent disconnections

  • Slow Internet access

  • Device cannot reconnect

  • Problem limited to a specific location or hotspot

Use the information in the ticket together with Sessions, Rejected Logins, and other available analytics when additional troubleshooting is required.

Test the Help Desk

After enabling Help Desk on a Splash Page, test the complete process.

  1. Connect a test device to the guest WiFi.

  2. Open the Splash Page.

  3. Open the Help Desk option.

  4. Submit a test problem.

  5. Open the Help Desk dashboard.

  6. Confirm that the ticket was created.

  7. Review the device, location, hotspot, and user information.

  8. Change the ticket status to In progress.

  9. Verify operator notification settings when configured.

  10. Mark the test ticket Solved.

Testing confirms that both the guest reporting process and administrator workflow operate correctly.