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See below for information onThis page contains details on (click a link to skip to a section):
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How to sign-up for a new a Service Desk Portal account
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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  Enter your email address
This should be the address you wish to use for your portal account (usually your business email address)  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  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: |  |
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  Image Removed Image AddedEnter your Full Name, Choose a password and click Sign up  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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Access the Service Desk Portal from AgencyCloud
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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 How to sign-up 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)  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
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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 |
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From the Service Desk Portal home page:    |
1. Summary | |
2. Description | |
3. What is the impact? | Select the relevant impact level: Critical, High, Medium or Low 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 |
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4. Contact Phone No. | |
5. Attachment Optional | Include attached files to help support your issue/query (e.g. screenshots) |
6. Customer Type | |
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
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8. People involved Optional | If you require others to receive email notifications for this ticket,
add their email addresses in this field |
9. Create & send ticket When all required information has been added: Click Send (bottom right) A Request created pop-up message is displayed, top right - click the ticket number shown to view details  Image Removed Image AddedClick the reference number to view details of the ticket logged  The ticket reference code is shown above the title of the ticket
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 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
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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: Use the Open Requests and All Request Types buttons to change what is displayed
Default is to show Open Requests for Any Request Type  Image Removed Image AddedCan also use the search field to enter a keyword or ticket reference (e.g. RSD-123456), press enter Matching tickets are shown below the search field, as shown above, click to launch Details of the ticket are displayed, as shown in the example below The ticket reference code is shown above the title of the ticket The current status of the ticket is shown top right 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: |
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Use/
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search the Knowledge Base
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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 How do I...
A list of relevant articles will be displayed Or, click the Knowledge Base link below to browse the Knowledge Base index
This opens in a new window
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