Versions Compared

Old Version 45

changes.mady.by.user Fiona Hardy

Saved on

compared with

New Version 46

changes.mady.by.user Fiona Hardy

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.
Info

This guide has been reviewed against our global client base and classed as relevant to all regions

...

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

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

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 RemovedImage Added

  • Enter your Full Name, enter your password in the Choose a password field 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

...

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

  • (see note in yellow box above)

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

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 as outlined in the section above titled: 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

Note

...

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 To display the home page at any time, clicking the Reapit logo , top left (not shown out of view in the shot below), will display the home page again

How to log a ticket

9

1. Log a standard ticket or Client Accounts query

This section covers how to log a standard ticket or Client Accounts query - for information on how to log a Template Addition or Template Change Request, see section 2

From the Service Desk Portal home page:

  • Click Log a ticket - or, for a Client Accounts query - click Client Accounts Query
    Selecting the correct option here ensures the ticket is directed to the correct service team
    Each section you need to complete (for both ticket types) is explained below

1a. Summary

  • Enter a brief summary of the issue or query

2b. Description

  • Use this field to enter as much information as possible about your query/issue
    Where possible, include screenshots to illustrate an issue, see step 5section e

3c. 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

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

4d. Contact Phone No.

  • Enter the best telephone number to contact you on

5e. Attachment

Optional

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

  • Click Browse Drag and drop the file or click to find the saved files file(s) on your device

6f. Customer Type

Not required for Client Accounts Query ticket

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

7g. Ticket Type

Not required for Client Accounts Query ticket

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

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

8

h. 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

2. Log a Template Addition or Template Change Request

There is a minimum charge of £75 per hour for Template Requests - a quote will be provided by the Template Services Team and approval from your key contact will be required before any work is completed

For existing templates please provide:
i) template name
ii) steps to generate

We aim to get a quote and delivery date back to you in 5 working days

Please note that if the request can be fulfilled by self-service, it will be prioritised below that of requests that cannot be self-serviced

From the Service Desk Portal home page:

  • Click Template Request
    Each section you need to complete (for both ticket types) is explained below

Image AddedImage AddedImage AddedImage Added

i. Client/Customer

  • Enter your company name

j. Contact Phone No.

  • Enter the best telephone number to contact you on

k. Summary

  • Enter a brief summary of your request

l. Description

Optional

  • Enter as much information as possible to describe your request

m. Purpose of Request

  • Enter the context/rationale for the request

n. Attachment

Optional

Where available, provide your design proofs/assets for this request

  • Drag and drop the file or click to find the saved file(s) on your device

o. Template Types

  • Tick which types of templates are required

p. Number of Templates

  • Specify the number of templates required

q. New / Existing

  • Click the drop down menu to specify whether the templates for this request are New, Existing or Both

r. Steps to Recreate

Optional

When submitting a request to amend an existing template:

  • Provide the steps currently taken to generate the template

s. 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

t. Branch / Office

  • Enter the branch/office name this request is for

3. 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

  • Click 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

...

From the Service Desk Portal home page:

  • Scroll down to the My Open Tickets section - a list of your open tickets is automatically displayed

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 RemovedImage Added

  • Can 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:

  • Click Check a ticket

  • The Requests screen is displayed - use the filter options and the search field at the top of the screen to find the required ticket

...

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 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

Filter by label (Content by label)
showLabelsfalse
max5
spacescom.atlassian.confluence.content.render.xhtml.model.resource.identifiers.SpaceResourceIdentifier@a45
sortmodified
showSpacefalse
reversetrue
typepage
cqllabel = "servicedeskportal" and type = "page" and space = "RW"
labelsinfo servicedeskportal