Table of Contents
AUDIENCE SUPPORT WEB SITE
The adress of the audience support web site is : http://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.
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Once internal 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.
an email invitation with a link to log on to the Service Desk.
CUSTOMER NOTIFICATION
The first time they login to Service Desk, they have to define their passwordWhen 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
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EXTERNAL CUSTOMER LOGIN
External The external customers can freely log on to the Service Desk tools without any prior registration Desk without any invitation from the support teamsteam.
The first time they login log on to the Service Desk, they have to define their password which will be used for further loginswill 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.
The following instructions are provided for audio matching support as examples but it is the same interface philosophy for other product lines.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
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CREATING TICKETS
Using Incident ticket creation you are invited to fill the incident ticket form.
Fill it as precisely as possibleClick 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
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& 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.
SHARING TICKETS
Tickets can also be shared by the customers with other service desk members based on their email adresses or their name.
BROWSING
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TICKET LIST
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.
CLOSING TICKETS
Tickets can be closed by support team or by customers.
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Customer account management provide provides basic features like reseting your resetting password or changing langage interfacelanguage of the interface.
