Accessing and Using the Pay-O-Matic Helpdesk Portal
POM MIS — IT Knowledge Base
Applies to: All Store Locations
The Pay-O-Matic Helpdesk Portal is where store staff can find answers to common problems and where store managers can report problems and request services. What a person can do in the portal depends on their role. This guide explains what level of access CSRs and store managers have, how to open the portal, how to browse solutions, how managers open tickets, and how managers reset a forgotten password.
1. Who Can Do What
CSRs. Every CSR can open the portal and browse the Solutions section. CSRs do not need to log in to do this, and CSRs cannot open tickets.
Store managers. Store managers can do everything a CSR can do. They can also log in to the portal with their username and password and open tickets to report problems or place service requests.
2. Solutions
Solutions are articles with instructions for common problems, organized in a Knowledge Base. All CSRs can open the website and browse these solutions, whether or not they are logged in. Follow the steps below to get to the Solutions section.
2.1 Opening the portal
Open the Start Menu on the store computer. Under Favorites, click the “Pay-O-Matic Helpdesk” link. The portal opens in a browser window.
2.2 Browsing the solutions
When the portal is open, click “Browse Solutions”. This opens the “Solutions” section. To look for a specific problem, type a word or two about it into the search box at the top of the page. To look through everything that is available, browse all of the solution articles on the page and click the one that fits your problem.
Note: If you cannot find a solution to your problem, please contact the Helpdesk at 516 714 0160 for assistance. The Helpdesk will gladly assist and will create a solution if one is needed.
3. Tickets
Only store managers can open tickets to report problems or place service requests. A manager must log in to the portal with their username and password first. After logging in, click “Report a Problem” to report something that is not working, or click “Request New Service” to ask for something new.
Note: While you are entering a ticket, related solution articles appear on the right-hand side of the page. They may have useful information that helps with the problem you are having, so read them before you submit the ticket.
4. Resetting Your Password
A store manager who has forgotten their password can reset it from the login screen. Follow the steps below.
4.1 Starting the reset
On the login screen, click “Forgot Your Password”. In the box that appears, type your store email address, and click “Reset My Password”.
4.2 Finishing the reset
An email will be sent to your store email account. Open the email and click the link in it to reset your password. Then log in to the portal with your new password.
Note: If you have any problems resetting your password, please contact the Helpdesk at 516 714 0160 for assistance.
When You Are Finished
- Confirm that you can open the Pay-O-Matic Helpdesk from the Favorites in the Start Menu.
- Confirm that you can reach the Solutions section and find an article by searching or browsing.
- If you are a store manager, confirm that you can log in and see “Report a Problem” and “Request New Service”.