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## 58 User Helpdesk

This topic describes the systematic instruction to User Helpdesk option.

This feature will allow Bank administrator to create business user's session and perform the transaction requested by business user if he has forgotten his internet banking password or is unable to perform a transaction using his internet banking.

To authenticate the user, system will send an OTP to the customer and the same OTP needs to be communicated to the administrator user so that he can enter it on the screen to create user’s session.

Note:

OTP should be maintained as the second factor authentication for ‘Create Helpdesk Session’ event in Authentication setup.

Navigation Path: Perform any one of the following navigation to access the User Helpdesk:

- From System/ Bank Administrator Dashboard, click Toggle Menu, then click Menu and then click Others. Under Others , click User Helpdesk.
- From System/ Bank Administrator Dashboard, under Others widget, click User Helpdesk.

The User Helpdesk screen appears.

User Helpdesk - Search

To search user helpdesk:

1. Perform any one of the following navigation to access the User Helpdesk:
   - From System/ Bank Administrator Dashboard, click Toggle Menu, then click Menu and then click Others. Under Others , click User Helpdesk.
   - From System/ Bank Administrator Dashboard, under Others widget, click User Helpdesk.

   The User Helpdesk screen appears.

2. From the User Type list, select the user.
3. Perform anyone of the following actions:
   - In the User Name field, enter the name of the user.
   - In the Party ID field, enter the party ID.
4. Click Search.

   Figure 58-1 User Helpdesk - Search

   Description of "Figure 58-1 User Helpdesk - Search"

   Note:

   The fields which are marked as Required are mandatory.

   For more information on fields, refer to the field description table.

   Table 58-1 User Helpdesk - Search - Field Description

   Field Name | Description
   --- | ---
   User Type | The user type for which the help desk session has to be created.
   User Name | User name (User ID) of the user for which help desk session has to be created.
   Party ID | Party ID of the user for which the help desk session has to be created. Administrator can enter either the party ID or the user name.
   Search Result | Information specified in below fields are related to Search Result.
   Full Name | Displays the full name of the user.
   User Name | Displays the user name (user ID) of the user.
   Party ID | Displays the party ID of the user.
   User Type | Displays the type of the user (Retail/Corporate).

5. Click on the User Name.
   Session of the selected user gets displayed.

   User Helpdesk - Detail

   The header displays the user name on behalf of whom the session is in progress. You can click icon to close the active session. Once the active session is successfully closed, the Administrator will be navigated to the Dashboard.

   Figure 58-2 User Helpdesk - Detail

   Description of "Figure 58-2 User Helpdesk - Detail "

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