Who Has the Module
The M-line Support group appears on the dashboard only for those who have an account on the M-line software support portal (podpora.m-line.cz). Inside there are two tiles - Helpdesk and Wiki - and each one shows up only for those who can reach it on the support portal.
This is not your carrier’s module. Nobody at the carrier assigns or removes it and it has no settings - your account on the support portal decides. A change to your rights shows up on the phone within an hour at the latest, and immediately after you restart the app.
Drivers never have the module. An employee’s feedback to the carrier belongs in Messages; M-line Support goes to M-line software.
The module is only on the phone. On the web you have the full support portal, which can do more.
Helpdesk
- Your requests - the ones you created and the ones assigned to you. Nothing more, even if you are used to a wider overview on the support portal.
- The request card carries the number, name, state, agenda, customer, the beginning of the last message and the time of the last change. A thread with something new in it is highlighted and marked with a dot.
- The Active / All switch. Active means new, open and suspended requests - the list starts on them.
- Search under the magnifier in the panel goes through the loaded list by number, name, customer, agenda and last message.
- The request thread - a header with the number, name, state, agenda and customer, below it who created the request and when, and then the individual updates in chronological order. Tap to download attachments from the updates.
- A reply is written as plain text and you can attach up to 5 photos from the camera or the gallery. Photos upload as soon as you pick them, so sending is then instant.
- A new request is created by the + button in the bottom right corner: name, agenda, customer, text and optionally photos. The agenda and the customer are mandatory; if you have a single customer, it is prefilled for you.
- You cannot write into a closed or suspended request - an explanation appears instead of the reply box.
Wiki
- Search starts working from two characters and goes through both titles and the full text of the articles; several words are searched as a phrase.
- With no search term three overviews are shown: the most read, the newest and the recently updated articles.
- The results put articles that carry the term in the title first, then those with the most occurrences in the text. Each article shows how many times the term appeared in it - so you can tell why it is in the results even when the title does not contain it.
- The article card carries the title, the agenda, the section and the time of the last update.
- An article opens with its images and formatting. Tags are below the title, and attachments embedded in the text stand in their place as a link with the file name - an image opens in the image viewer, other files are handed over to the phone. Links in an article open in the browser.
- You only see articles you have the right to on the support portal - internal ones are not offered to you, not even in search.
What You Will Not Find on the Phone
The module is deliberately simple - it is meant for a quick look and a short reply, not for work you would do at a computer in peace. So on the phone there are no:
- labels, tasks, favourites or article ratings,
- edits to wiki articles or creation of new ones,
- notifications about what is new in a request (refresh the list by pulling down or with the button in the header),
- attachments other than photos - attach a document to a request on the support portal,
- images embedded in the text of a request update (a wiki article, on the other hand, does show images),
- creating a request without a customer.
For everything else, open the M-line software support portal.