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SERVICE DESK PORTAL

The web adress of the Audio Matching Service Desk portal is : https://kantarmedia.atlassian.net/projects/RSAMS/queues/custom/232

INVITATION TO SERVICE DESK

When you are created as a customer (from your email adress) on the service Desk, you will receive an inviation on your mail address.


Then you have to login by providing your name and a password.

Further to account creation completion you can log-in to the portal.


PORTAL FEATURES

The service desk portal allow you to create tickets, to review tickets already created and to manage your account (reseting your password).

FILLING A TICKET


Customers belonging to the same organization can share all their tickets and can see all the tickets opened by the members of the organization.

Tickets can also be opened privately thanks to the sharing option at the bottom of the ticket creation.


TICKET SHARING











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.















A verification mail is sent to your mail box and you have to acknowledge it.












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.












































































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