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This guide has been reviewed against our global client base and classed as relevant to all regions |
The Reapit Service Desk Portal provides 24/7 access to:
Log a ticket
View open tickets (and search completed)
Search the Knowledge Base
Each section is covered below, including how to access the portal from AgencyCloud
To see the portal in action, see watch this video below:
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From the Service Desk Portal home page: 1. Summary | | 2. Description | | 3. Attachment | Optional - include attachments to help support your issue/query
(e.g. screenshots) | 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
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Ensure 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. | | 6. Customer Type | | 7. Create ticket When all required information has been added: Click Create
Details of the saved ticket are shown  Image Removed Image AddedThe 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
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From the Service Desk Portal home page: 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
If you need to view tickets logged by others: From the Service Desk Portal home page: |
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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 Removed Image AddedOr, click the Knowledge Base link to browse the Knowledge Base index
This opens in a new window
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The Knowledge Base can also be searched from within Reapit AgencyCloud, as outlined here |
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