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Table of Contents
AUDIENCE SUPPORT WEB SITE
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The web adress of the Audio Matching Service Desk portal audience support web site is : httpshttp://www.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.
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 account (reseting your password).Service Desk account.
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.
PORTAL FEATURES
FILLING A TICKET
Using Incident ticket creation you are invited to fill the incident ticket form.
Fill it as precisely as possible.
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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 organization organisation (a group or , a company,....).In this way the tickets Tickets opened by different members of an organization of an organisation can be displayed by all viewed only by the members of the organizationthat organisation.
Tickets can also be opened privately thanks to the sharing option using Private request option located at the bottom of the ticket creation page. These private request will
The Private request option will be seen only by the requested logged in customers, and not by all members of his organizationthe members of their organisation who are not logged in.
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SHARING TICKETS
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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BROWSING TICKET LIST
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Ticket list of your own requests or of your organization can be browsed.
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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 the a customer update updates the ticket, the ticket status change changes, and the customer (or the support team) are notified of this the change by an email.
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CLOSING TICKETS
Tickets can be closed by support team or by customers.
CUSTOMER ACCOUNT MANAGEMENT
Customer account management provide provides basic features like reseting your resetting 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. language of the interface.