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Table of Contents
AUDIENCE SUPPORT WEB SITE
The web address adress of the Audience portal audience support web site is : 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
PORTAL FEATURES
The service desk portal allow you to create tickets, to review tickets already created and to manage your Service Desk account.
The portal allows 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 allows you to create tickets, review tickets that were already created, and to manage your 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.
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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, a company,....).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 The Private request will option will be seen only by the logged customer and the 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 shared by the customers with other service desk members 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 browse
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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 interfacelanguage of the interface.
