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.
CUSTOMER LOGIN
EXTERNAL CUSTOMER LOGIN
External customers can freely the Service Desk tools without any prior registration from the support teams.
The first time they login to Service Desk they have to define their password which will be used for further logins.
SERVICE DESK FEATURES
The service desk portal allow you to create tickets, to review tickets 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.
The portal allows 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 TICKETS
Using Incident ticket creation you are invited to fill the incident ticket form.
Fill it as precisely as possible.
CUSTOMERS AND ORGANIZATIONS
Generally several customers belong to a common organization (a group, a company,....).Tickets opened by different members of an organization can be displayed by all the members of the organization.
Tickets can also be opened privately thanks to the sharing option at the bottom of the ticket creation.
These private request will be seen only by the logged customer and not by all members of his organization.
SHARING TICKETS
Tickets can also be shared by the customers with other service desk members based on their email adresses or their name.
BROWSING TICKETS LIST
Ticket list of your own requests or of your organization can be browseD; 
UPDATING TICKETS AND GETTING TICKETS STATUS
Each time the support team or the customer update the ticket, the ticket status change and the customer (or the support team) are notified of this change by email.
CLOSING TICKETS
Tickets can be closed by support team or by customers.
CUSTOMER ACCOUNT MANAGEMENT
Customer account management provide basic features like reseting your password or changing langage interface.
