...
Table of Contents
AUDIENCE SUPPORT WEB SITE
...
The web adress of the Audio Matching Service Desk portal audience support web site is : httpshttp://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.
www.kantarmedia.com/audiencehelpdesk
The audience support web site allow you ot create tickets related to the different product lines related to audience measurement services.
CUSTOMER MANAGEMENT
The Service Desk ticketing tool can manage two types of customers.
- External customers who do not belong to a Kantar organisation. For example, Broadcasters for a country who use watermarking systems.
- Internal customers who belong to a Kantar organisation or Kantar partners. For example, Kantar local support team who manage audio matching platforms.
INTERNAL CUSTOMER REGISTRATION & LOGIN
Once internal customers are registered by Kantar support team, they will receive an email invitation with a link to log on to the Service Desk.
CUSTOMER NOTIFICATION
When the internal customer clicks the link on the email invitation, they will be asked to create their password.
Do not forget to save your password for future reuse.
CUSTOMER LOGIN
EXTERNAL CUSTOMER LOGIN
The external customers can log on to the Service Desk without any invitation from the support team.
The first time they log on to the Service Desk, they will be asked to create their password.
SERVICE DESK FEATURES
The service desk portal allow allows you to create tickets, to review review tickets that were already created, and to manage your Service Desk account (reseting your password).
FILLING A TICKET
Customers belonging to the same organization can share all their tickets and can see all the tickets opened by the members of the organization.
Tickets can also be opened privately thanks to the sharing option at the bottom of the ticket creation.
TICKET SHARING
Log on with your user (email ID) and password. If you are logging on for the first time, you would need to create your password.
A verification mail is sent to your mail box and you have to acknowledge it.
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: .
The following is an example based on the audio matching support. Other product line support has a similar interface and work the same way as audio matching support.
The portal allows you 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.
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. PORTAL FEATURES
CREATING TICKETS
Click Incident ticket option, a new incident ticket will open where you will have to enter details related to the incident.
Once you finish, click Create, a ticket will be created.
CUSTOMERS & ORGANISATIONS
Generally, several customers belong to a common organisation (a group, a company,....).Tickets opened by members of an organisation can be viewed only by the members of the that organisation.
Tickets can also be opened privately using Private request option located at the bottom of the ticket creation page.
The Private request option will be seen only by the logged in customers, and not by all the members of their organisation who are not logged in.
SHARING TICKETS
Tickets can also be shared by the customers with other service desk members based on their email adresses or their name.
BROWSING TICKET LIST
List of tickets that you had created, and tickets created by the members of your organisation can be viewed on the home page. 
UPDATING A TICKET & GETTING THE TICKET STATUS
Each time the support team or a customer updates the ticket, the ticket status changes, and the customer (or the support team) are notified of the change by an email.
CLOSING TICKETS
Tickets can be closed by support team or by customers.
CUSTOMER ACCOUNT MANAGEMENT
Customer account management provides basic features like resetting password or changing language of the interface.
