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Accessing the Service Desk Portal from AgencyCloud

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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

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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

Note

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.

  • 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

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  • 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


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titleClick here for more information
Info

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

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  • Or, click the Knowledge Base link to browse the Knowledge Base index
    This opens in a new window

Info

The Knowledge Base can also be searched from within Reapit AgencyCloud, as outlined here

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