CFNI IT Support

Freddy is our friendly IT support AI chat bot, he has all our solution guides at his fingertips, and is very eager to try and solve your IT related problems. All you have to do is ask him a question.

When you log into your IT Support portal, you will be shown an interface that looks like this.

Current and past announcements

In the top middle part of the screen you will see that there is an area called "Announcements" as shown in the picture below.

On this part of the screen, you can access the current announcement as well as past announcements. To view all announcements, click on the "View all" option, and a complete list of all current and past announcements will be shown to you in a window that opens to the right of the screen.

Interaction with Freddy

To interact with Freddy, make selections on the interactive area as shown below.

Options you can use here are Questions/Issue, My Tickets and Pending Approvals. 

Questions/Issue

This option is where you will want to ask Freddy your IT related questions. Just left click with your mouse on this option and Freddy will respond with a screen that looks like this.

Start typing your question in the area where it says "type here", and press the "Enter" button on your keyboard. Lets say we want to know how to connect  to the STAFF Wi-Fi.  So we type that in the question area, Freddy will respond like this.

Freddy does a search in our knowledge base looking for possible answers that may be able to help you. He will direct you to some articles and provide you with hyper links to them, if you see anything that may be a solution to your problem, please click on the link and he will show you the article.

When you read the article and find it helpful, then please answer the question, "Was this helpful?". Your response will help us to improve our articles in the knowledge base to be more helpful in the future.

Let's say you do not find the help you need, just select the option that says "No" ... and you will be presented with the option to rephrase your question, or go ahead and raise a ticket as shown below.

Selecting the option to raise a ticket will present you with a window that opens up on the right hand side of the screen and allows you to fill out your ticket.

Start Over

If you find that you need to start over, then scroll back up to the top of the screen when you first started and click on the selection where it says "Start Over" as shown below.

Classic View

To switch back to the classic view that will not allow you to interact with Freddy, click on the top right hand side where it shows your currently logged in user name, a drop down menu will appear, click on the "Switch to classic view" option.

Notifications and Settings

To change notification settings click on the icon that looks like a little bell on the top right hand side of your screen.

A new dialog window will open showing you current notifications that needs your attention, it looks like this.

Top right hand side of this dialog window is where you can change the notification settings for your portal.

My Tickets

You can also view a list of your tickets that you have made, just click on the button where it says "My Tickets" when you first start using Freddy.

He will respond by asking you, "What tickets would you like to see?", possible responses are "Unresolved Tickets" or "All Tickets", just click on the required button to view your tickets. This is a great way to keep tabs on your current and past tickets.

Finally

We would like to remind you that if you have any IT related question, you can always communicate with us directly by using the chat facility inside the intranet landing page. See here.

IT Support team