SERVICE DESK AUDIENCE PORTAL
The web address of the Audience portal : http://www.kantarmedia.com/audiencehelpdesk
This portal allows to manage tickets between customers and the AMS support team.
Several customers generally belong to a 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 address.
CUSTOMER NOTIFICATION
Once a customer is
When the support team creates a customer in AMS Service Desk, the customer receives an invitation on his email address.
NOTIFICATION
The first time an new customer log in the portal he has to provide his password.
PASSWORD DEFINITION
registered customers can login to the portal from this adress : https://kantarmedia.atlassian.net/servicedesk/customer/portal/50
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CUSTOMERS MANAGEMENT
Service Desk ticketing tool can manage two types of customers.
External customers who do no belong to a Kantar Media Organization or Internal customers who belong to a Kantar Organization or Kantar partners.
Example of External customers : Broadcasters for a country who use watermarking systems.
Example of internal customerq : Kantar local support team who manage audio matching platforms.
INTERNAL CUSTOMERS REGISTRATION AND LOGIN
Once these customers are registered by Kantar support team they will receive on their email adress a notification to connect to Service Desk.
The first time they login to Service Desk, they have to define their password.
CUSTOMER NOTIFICATION
The first time they login to Service Desk, they have to define their password.
CUSTOMER LOGIN
EXTERNAL CUSTOMERS LOGIN
External customers can freely the Service Desk tools without any prior registration from the support teams.
The first time they login to Service Desk they have to define their password which will be used for further logins.
SERVICE DESK FEATURES
The service desk portal allow you to create tickets, to review tickets already created and to manage your Service Desk account.
The following instructions are provided for audio matching support as examples but it is the same interface philosophy for other product lines.
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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These private request will be seen only by the logged customer and not by all members of his organization.
TICKET SHARING
Tickets can also be shared by the customers with other service desk members based on their email adresses or their name.
TICKETS LIST BROWSING
Ticket list of your own requests or of your organization can be browse
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.
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