SERVICE DESK PORTAL
The web adress address of the Audio Matching Service Desk portal is : https://kantarmedia.atlassian.net/projects/RSAMS/queues/custom/232
This portal allows to manage tickets between customers and supports teamthe AMS support team.
Several customers generally belongs belong to a common organization common organization (a group, a company....) and can share tickets within their organization.
Tickets are opened only through the service desk portal and not from a support email adressaddress.
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CUSTOMER
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LOGIN
When you are created (by the support team ) as creates a customer (from your email adress) on the service Desk, you will receive an inviation on your mail in AMS Service Desk, the customer receives an invitation on his email address.
If you are the customer is already registered as a JIRA user or as Service Desk user , you (or from any Atlassian applications), he will not receive any not
Then you have to login by providing your name and a password.
Further to account creation completion you can log-in to the portal.
notification mail.
In this case the customer can directly log in the portal with his Atlassian account credential (but he has to be already defined by a Service Desk Agent as a customer).
NOTIFICATION
The first time an new customer log in the portal he has to provide his password.
PASSWORD DEFINITION
PORTAL FEATURES
The service desk portal allow you to create tickets, to review tickets already created and to manage your Service Desk 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.
PORTAL FEATURES
FILLING A TICKET
Using Incident ticket creation you are invited to fill the incident ticket form.
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Generally several customers belong to a common organization (a group or , a company,....).In this way the tickets 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 the logged customer and not by all members of his organization.
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TICKET SHARING
Tickets can also be share shared by the customers with other service desk members or JIRA users based on their email adresses or their name.
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Ticket list of your own requests or of your organization can be browsed.be browse
TICKET UPDATE AND TICKET STATUS
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