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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.  

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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)

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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.