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Signup for a new a Service Desk Portal account

Tip

The account used to access the Service Desk Portal is separate to the account used for AgencyCloud
In order to use the portal, you first need to signup for a portal account, as outlined in this section

1. Set up new portal account

  • Access this page: https://reapitsupport.refined.site/

  • Click Log in

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  • Enter your email address
    This should be the address you wish to use for your portal account (usually your business email address)

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  • Click Sign-up with password
    If there is already an account set-up for this email address a different screen will be displayed, see section 1a below

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  • The following message is displayed - you now need to check your inbox (of the previously entered email account) to complete signup

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1a. When an account already exists for the email entered

If an account has already been set up for the entered email address:

  • Enter your password and click Continue
    Or click Forgot password? to reset it

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2. Complete signup via email

After completing the initial signup steps (outlined in step 1) - you will receive an email to the entered email address

From the email:

  • Click Sign up

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  • Enter your Full Name, Choose a password and click Sign up

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  • The following screen will be displayed which indicates that your account is now set-up
    Use the Click Here link to enter the portal

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Accessing the Service Desk Portal from AgencyCloud

Note

Your login to the Service Desk Portal is different to the login you use for AgencyCloud
You need to use the email address and password entered as part of the signup process
As outlined in the section above titled: Signup for a new a Service Desk Portal account

The Service Desk Portal can be accessed from within AgencyCloud

  • 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 As outlined at the start of this section, the credentials used to login to the Service Desk Portal are separate/different to those used for 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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Service Desk Portal home page

From the home page:

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

    • Knowledge Base - 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 (not shown below), will display the home page again

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How to log a ticket

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 as possible about the your query or /issue you are experiencing
    Where possible, include screenshots to illustrate an issue, see next step 5

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

54. Contact Phone No.

  • Enter the best telephone number to contact you on

5. Attachment

Optional

Include attached files to help support your issue/query (e.g. screenshots)

  • Click Browse to find the saved files on your device

6. Customer Type

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

7. Ticket Type

  • Select the relevant ticket type: Support, Service or How Do I

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

8. People involved

Optional

If you require others to receive email notifications for this ticket,
add their email addresses in this field

  • Enter each email address, separated by a comma

9. Create & send ticket

When all required information has been added:

  • Click Create
    Details of the saved ticket are shown

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    Send (bottom right)

  • A Request created pop-up message is displayed, top right - click the ticket number shown to view details

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  • Click the reference number to view details of the ticket logged

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

  • The current status of the ticket is shown top right

  • The comments Activity field at the top the bottom of the screen shows the latest updates for the ticket from the Reapit Service teams and also allows you to add further comments (and attachments) to the ticket

  • The bell icon (top right) allow you to choose to Pause Notifications for this ticket
    Once clicked, no email notifications will be sent for this ticket - click again to Resume Notifications

How to view open tickets

From the Service Desk Portal home page:

  • Use the Scroll down to the My Open Tickets section
    A - 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 Use the Open Requests and All Request Types buttons to change what is displayed
    Default is to show Open Requests for Any Request Type

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  • Can also use the search field , to enter a keyword or ticket reference (e.g. RSD-123456) and , press enterDefault 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

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  • Comments from you and updates from the Reapit Service Teams will be shown here in one screenDetails of the ticket are displayed, as shown in the example below

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  • The ticket reference code is shown above the title of the ticket

  • 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 The Activity field at the bottom of the screen shows the latest updates for the ticket from the Reapit Service teams and also allows you to add further comments (and attachments) to the ticket

  • The bell icon (top right) allow you to choose to Pause Notifications for this ticket
    Once clicked, no email notifications will be sent for this ticket - click again to Resume Notifications

If you need to view tickets logged by others

From the Service Desk Portal home page:

  • Click Check a ticket

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  • The Requests screen is displayed

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    Use - use the filter options and 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 listat the top of the screen to find the required ticket

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Using/searching the Knowledge Base

The Knowledge Base can also be searched from within Reapit AgencyCloud, as outlined here:
Search Knowledge Base from main menu Image Added
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 hereHow do I... 
    A list of relevant articles will be displayed

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

Tip

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