Zendesk | Account Setup as an M-Power Customer

As an M-Power customer, you may encounter various situations where you need assistance, such as understanding how to use the system, suggesting a new feature, or encountering an issue. In such scenarios, M-Power's customer support platform, Zendesk, comes in handy. It provides a centralized location for end-users to manage and track their support interactions with the team, both past and present. This ensures that all support-related activities are streamlined and easily accessible, making it easier for users to get the help they need.

In this article, we'll guide you on creating an account for the M-Power support page in Zendesk and how to use it to submit and track support tickets. Additionally, we'll cover how to view your and your team's ticket details, comment and follow articles, and other crucial features of the M-Power support page in Zendesk. By the end of this guide, you'll be able to make the most of Zendesk's functionalities to effectively manage your support requests and keep track of your communication history with the support team.

Logging into M-Power's Zendesk Page

The first step is to open your browser and navigate to the M-Power Zendesk Page, which can be found at:- https://mpowersoftware.zendesk.com/

Now log in to your Zendesk account by clicking the Sign in button (1), as can be seen in the image below:

Then you will be presented with the login screen for Zendesk, as seen below:

Email (1) is where you enter the email you signed up to Zendesk with (Normally a work email).

Password (2) is where you enter the associated password with your account.

Get a password (3) will send you an email to set up your password if you have an account but do not know your password.

Sign up (4) will take you through creating a new account for the M-Power support page.

After logging in, the Sign In section will change to your user name and will now show a drop-down menu as shown below:

My activities (1) will take you to the 'My activities' page, where you can view all your support requests and the articles you have followed and commented on.

Edit my profile (2) opens a popup window where you can change your name, profile photo, email address and phone number.

Change password (3) opens a popup window where you can change your password.

Sign Out (4) will sign you out and return you to the M-Power Zendesk page.

The 'My Activities' Page

The 'My Activities' page will be your main point of contact with the M-Power team as, unlike email, it shows a concise list of our correspondence and tracks your ticket's progress through statuses. You will see a list of your tickets on the My Activities page and potentially your fellow team members' tickets if you request your organisation to have a shared view of the tickets.

Submit a request (1) will take you to the page where you can submit a ticket. You can find more details on the 'Submit a request' page in the [Submitting and Viewing a Ticket] article.

Requests (2)you can view your submitted tickets; if you are in a shared organization, you can also view your organization's tickets.

Contributions (3) tab shows you your comments on help desk articles.

Following (4) tab shows articles you are currently following so you can be alerted when a new comment is added.

My Requests (5) filters the 'My  Requests' view to show only your requests. 

Requests I'm CC'd on (6) filters the 'My  Requests' view to show the requests you have been added to the CC list or tagged in. 

Search Requests (7) field used to search for a specific ticket or keyword. Type in your query and hit "Enter" to see the results.

Filter Status (8) You can filter the list by selecting the appropriate tabs such as "Open," "Pending," "Solved," or "Closed." 

Ticket Subject Line (9) Click on the subject line of any ticket to view its details. Here, you can see the entire communication history, including notes, comments, and any updates made to the ticket by the support team.