Page Comparison

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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, watch this video:

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See below for information on:

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Accessing the Service Desk Portal from AgencyCloud

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Note
Your login to the Service Desk Portal is different to the login you use for AgencyCloud

The Service Desk Portal can be accessed from within AgencyCloud

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From the main menu, click your name/office (top left)
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Expand the Support section, then the Contact Support section
Click Reapit Service Desk Portal
The portal home page will launch in a new window
You may be asked to log in

Note
The credentials used to login to the Service Desk Portal are separate/different to those used for

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logging in to AgencyCloud

If you are presented with this screen, use the Click Here link to be redirected to the correct home page

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Home page

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Service Desk Portal home page

From the home page:

Quick links at the bottom of the home page give access to

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:
- Knowledge Base

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- - for guidance on how to use AgencyCloud and other Reapit software, including some integrations
- Release Notes - for information on latest additions/updates to AgencyCloud
- Reapit IQ - for online learning content
Clicking the Reapit logo (top left) at any time will display the home page

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again

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How to log a ticket

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title	Click 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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How to view open tickets

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From the Service Desk Portal home page:
Use the My Open Tickets section
A list of your open tickets is automatically displayed
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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
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- to change this, click Open Requests and select Any Status or Closed Requests
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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
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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
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From the Service Desk Portal home page:
Click Check a ticket
The Requests screen is displayed
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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
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Using/searching the Knowledge Base

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title	Click here for more information

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Tip
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

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Tip
The Knowledge Base can also be searched from within Reapit AgencyCloud, as outlined here: Search Knowledge Base from main menu

Versions Compared

Old Version 41

New Version 42

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