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Info

This guide has been reviewed against our global client base and classed as relevant to the following regions: UK, APAC, UAE

The Reapit Service Desk Portal provides 24/7 access to:

  • Log a ticket
  • View open tickets
  • Search the Knowledge Base

See sections below for more information, including how to access the portal from AgencyCloud

Info

Quick links at the bottom of the home page give access to the Knowledge Base home page, the Release Notes index page and to Reapit IQ for online learning content

Clicking the Reapit logo (top left) at any time will show this home page again

Accessing the Service Desk Portal from AgencyCloud

Expand
titleClick here for more information

The Service Desk Portal can be accessed from within AgencyCloud:

  • From the main menu, click your name/office (top left)
  • Expand the Support section, then the Contact Support section

  • Click Reapit Service Desk Portal

    The portal home page will launch in a new window


Log a ticket

Expand
titleClick here for more information

From the Service Desk Portal home page:

  • Click Log a ticket
    Each section you need to complete is explained below

1. Summary

  • Enter a brief summary of the issue or query


2. Description

  • Use this field to enter as much information about the query or issue you are experiencing
    Where possible, include screenshots to illustrate an issue, see next step


3. Attachment

Optional - include attachments to help support your issue/query
(e.g. screenshots)

  • Click Browse to find the saved files on your device


4. What is the impact?

  • Select the relevant impact level: Critical, High, Medium or Low 
    (use of None should be avoided)

  • Use the on-screen text to help decide which level to choose
Info

Please ensure that the correct impact level is chosen to allow the Service Teams to run as efficiently as possible

Selecting a higher level than necessary will not secure a faster resolution


5. Contact Phone No.

  • Enter the best telephone number to contact you on


6. Customer Type

  • Ensure the correct customer type is selected, e.g. Reapit user


7. Create ticket

When all required information has been added:

  • Click Create
    A confirmation message is displayed - see below

    Expand
    titleExample ticket logged confirmation

    Image Added



View open tickets

Expand
titleClick here for more information

From the Service Desk Portal home page:

  • Click Check a ticket or use the , below this, use the My Open Tickets search field (as shown below)

Search Knowledge Base

Expand
titleClick here for more information


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