Customer - User Guide

STEP 1: Link to Service Desk General Support Page

Link to Service Desk General Support page: https://kantarmedia.atlassian.net/projects/RSAMS/queues/custom/232

STEP 2: Log on to Service Desk

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.

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.