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This guide has been reviewed against our global client base and classed as relevant to all regions |
The Reapit Service Desk Portal provides 24/7 access to :
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log a ticket
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, view open tickets (and search completed)
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, as well as 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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Accessing the Service Desk Portal from AgencyCloud
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This page contains details on: (click a link to skip to a section)
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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 Reapit |
1. Set up new portal account
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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:
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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:
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Access the Service Desk Portal from Reapit
The Service Desk Portal can be accessed |
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within |
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Reapit:
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Home page
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Quick links at the bottom of the home page give access to the Knowledge Base home page, the Release Notes index page and to Reapit IQ for online learning content Clicking the Reapit logo (top left) at any time will display the home page |
Log a ticket
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From the Service Desk Portal home page:
Click Log a ticket
Each section you need to complete is explained below
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Service Desk Portal home page overview
From the top section of the home page:
From the bottom section of the home page, click links for access to:
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Log a ticket
1. Log a ticket From the home page:
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2. Log a standard ticket After clicking the Log a ticket button (shown in step 2):
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a. Summary |
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b. Description |
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3. Attachment
Optional - include attachments to help support your issue/query
(e.g. screenshots)
Click Browse to find the saved files on your device
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c. Product Type |
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d. What is the impact? |
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e. Contact Phone No. |
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f. Attachment Optional | Include attached files to help support your issue/query (e.g. screenshots)
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f. Customer Type |
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7. Create ticket
When all required information has been added:
Click Create
Details of the saved ticket are shown
The ticket reference code is shown beside the title of the ticket
Either can be used when searching for the ticket in futureThe 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
View open tickets
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From the Service Desk Portal home page:
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g. Ticket Type |
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h. People involved Optional | If you require others to receive email notifications for this ticket,
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3. Log a new template or change request
From the home page:
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i. Client/Customer |
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j. Contact Phone No. |
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k. Summary |
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l. Description Optional |
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m. Purpose of Request |
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n. Attachment Optional | Where available, provide your design proofs/assets for this request
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o. Template Types |
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p. Number of Templates |
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q. New / Existing |
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r. Steps to Recreate Optional | When submitting a request to amend an existing template:
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s. People involved Optional | If you require others to receive email notifications for this ticket,
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t. Branch / Office |
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Submit a ticket
After completing any ticket type form (as outlined in the previous section):
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View open tickets
1. View tickets via the home page From home page:
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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
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
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Matching tickets are shown below the search field, as shown above, click to launch
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Current status and ticket details are shown
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Other options available (top right) allow you to:
Share the ticket with a colleague
Click Add participant and search for the required userChoose whether to be notified when the ticket is updated
Click the text to toggle between Get notifications or Don't notify me
Search 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 Search the Knowledge Base here...
A list of relevant articles will be displayed
Or, click the Knowledge Base link to browse the Knowledge Base index
This opens in a new window
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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 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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2. Finding a ticket To search for a ticket not in the list or to filter the list shown - from the home page:
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Related articles
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| Excerpt | ||
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This page contains information on how to sign-up for a new a Service Desk Portal account, then how to access and use the portal, plus how to log a ticket and access open tickets |