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.

1. External customers who do not belong to a Kantar organisation. For example, Broadcasters for a country who use watermarking systems.
2. 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

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 organisation (a group, a company,....).Tickets opened by members of an organisation can be viewed only by the members of the that organisation.  

Tickets can also be opened privately using Private request option located at the bottom of the ticket creation page.

The Private request option will be seen only by the logged in customers, and not by all the 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 TICKET LIST

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 a customer updates the ticket, the ticket status changes, and the customer (or the support team) are notified of the change by an email.   

CLOSING TICKETS

Tickets can be closed by support team or by customers.

CUSTOMER ACCOUNT MANAGEMENT

Customer account management provides basic features like resetting password or changing language of the interface.