SERVICE DESK AUDIENCE PORTAL

The web address of the Audience portal  : http://www.kantarmedia.com/audiencehelpdesk

This portal allows to manage tickets between customers and the AMS support team.

Several customers generally belong to a common organization (a group, a company....) and can share tickets within their organization.

Tickets are opened only through the service desk portal and not from a support email address.  

CUSTOMER NOTIFICATION

Once a customer is

When the support team creates a customer in AMS Service Desk, the customer receives an invitation on his email address.

NOTIFICATION

The first time an new customer log in the portal he has to provide his password.

PASSWORD DEFINITION

registered customers can login to the portal from this adress : https://kantarmedia.atlassian.net/servicedesk/customer/portal/50

PORTAL FEATURES

The service desk portal allow you to create tickets, to review tickets already created and to manage your Service Desk account.

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 A TICKET

Using Incident ticket creation you are invited to fill the incident ticket form.

Fill it as precisely as possible.

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.

TICKET SHARING

Tickets can also be shared by the customers with other service desk members based on their email adresses or their name.  

TICKETS LIST BROWSING

Ticket list of your own requests or of your organization can be browse

TICKET UPDATE AND TICKET 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.   

TICKET CLOSING

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.