SERVICE DESK PORTAL

The web adress of the Audio Matching Service Desk portal is : https://kantarmedia.atlassian.net/projects/RSAMS/queues/custom/232

INVITATION TO SERVICE DESK

When you are created as a customer (from your email adress) on the service Desk, you will receive an inviation on your mail address.

Then you have to login by providing your name and a password.

Further to account creation completion you can log-in to the portal.

PORTAL FEATURES

The service desk portal allow you to create tickets, to review tickets already created and to manage your account (reseting your password).

The portal allows to raise a request depending on your requirements.

Report an Incident using Incident option.

• Request a new feature using Feature request option.
• Raise/Ask a question using Question option.

FILLING A TICKET

Using Incident ticket creation you are invited to fill the incident ticket form.

Fill it as precisely as possible.

Generally several customers belong to a common organization (a group or a company).

In this way the tickets opened by different members of an organization can be displayed by all the members of the organization.   

Tickets can also be opened privately thanks to the sharing option at the bottom of the ticket creation. These private request will be seen only by the requested and not by all members of his organization.

TICKET SHARING

Tickets can also be share by the customers with other service desk members or JIRA users based on their email adresses or their name.  

TICKETS LIST BROWSING

Ticket list of your own requests or of your organization can be browsed.

TICKET UPDATE AND TICKET STATUS

Each time the support team or the customer update the ticket, the ticket status change and the customer (or the support team) are notified of this change by email.   

TICKET CLOSING

Tickets can be closed by support team or by customers.

CUSTOMER ACCOUNT MANAGEMENT

Customer account management provide basic features like reseting your password or changing langage interface.

Figure 1: Log in page

STEP 3: Select a Request Type

Once you successfully log on to the Service Desk support page, the following Request Types will appear.  

Figure 2: Request Types

You would need to choose a Request Type, depending on your requirement.

Here, you can: 

• Report an Incident using Incident option.
• Request a new feature using Feature request option.
• Raise/Ask a question using Question option.

STEP 4: Filling the Request Form (for example: Incident form)

Finally, click Create button.  

STEP 5: What happens when a ticket is created?

Once a ticket is created, it is added to the queue on the Service Desk home page with a ticket number assigned to it.

There are three status assigned to a ticket :

Waiting for customer: This status is assigned when you (customer) submits a ticket.

Waiting for support:

Waiting for implementation:

Exclain ticket status (waiting for customer, waiting for support, waiting for implementation).

Explain ticket details.

Explai ticket sharing.

Explain that customer can also resolve a ticket.

STEP 6 : TICKET NOTIFICATION AND TICKET UPDATING

show ticket notification on customer mail.

explaining how to answer to a ticket through the link.

STEP 7: LISTING TICKETS ON CUSTOMER PORTAL

List the different tickets on the customers portal.