Versions Compared

Version Old Version 16 New Version 17
Changes made by

Fiona Hardy

Fiona Hardy

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

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
    Details of the saved ticket are shown - see example below

    Expand
    titleExample ticket

    • The ticket reference code is shown beside the title of the ticket
      Either can be used when searching for the ticket in future

    • The current status of the ticket is shown top right

    • The comments field at the top allows you to add further comments (and attachments) to the ticket




View open tickets

Default is to show Open Requests and Any Request Type

To change this, click Open Requests and select Any Status or Closed Requests and/or click Any Request Type and select the required type to filter by

If the ticket you're looking for is not displayed or you wish to filter the list shown:

  • In the search field, enter a keyword or ticket reference (e.g. RSD-123456) and press enter

    Default is to show Open Requests for Any Request Type
    To change this, click Open Requests and select Any Status or Closed Requests 
    and/or click Any Request Type and select the required type to filter by

  • Matching tickets are shown below the search field, as shown above, click to launch

  • Current status and ticket details are shown
  • Comments from you and updates from the Reapit Service Teams will be shown here in one screen

  • The current status of the ticket is shown top right

  • Other options available (top right) allow you to:

    • Share the ticket with a colleague
      Click Add participant and search for the required user

    • Choose whether to be notified when the ticket is updated 
      Click the text to toggle between Get notifications or Don't notify me 

  • The comments field at the top allows you to add further comments (and attachments) to the ticket


Expand
titleClick here for more information

From the Service Desk Portal home page:

  • Click Check a ticket
    OR
  • Use the Use the My Open Tickets section
    A list of your open tickets is automatically displayed

Info
Expand
titleIf you need to view tickets logged by others

From the Service Desk Portal home page:

  • Click Check a ticket
    The Requests screen is displayedImage Added
  • Use the search field to look for tickets Created by Anyone
    Or click the Created by Anyone button and switch to Shared with Me to filter the list


Search Knowledge Base

Expand
titleClick here for more information

The Reapit Knowledge Base contains a vast library of product guides, use the search field to look for specific content

From the Service Desk Portal home page:

  • Enter your search text into the field labelled Search the Knowledge Base here... 
    A list of relevant articles will be displayed
    Image Added
  • Or, click the Knowledge Base link to browse the Knowledge Base index
    This opens in a new window


Filter by label (Content by label)
showLabelsfalse
max5
spacescom.atlassian.confluence.content.render.xhtml.model.resource.identifiers.SpaceResourceIdentifier@a45
showSpacefalse
sortmodified
reversetrue
typepage
cqllabel = "servicedeskportal" and type = "page" and space = "RW"
labelsinfo servicedeskportal

Page Properties
hiddentrue


Related issues