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1. Set up new portal account

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

• If this screen is displayed, 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, enter your password in the Choose a password field 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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• The Service Desk Portal home page is displayed (top section of it shown below)
  The screen above, if still open, can be closed

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The Service Desk Portal can be accessed

within

Reapit:

• 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 (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

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From the top section of the home page:

• Use the search field in the middle of the screen to search the Knowledge Base for help guides

• To log a support ticket, click Log a ticket (top right)
  See next section for more information

• Other links across the top of the screen offer options to provide Reapit with feedback and access advice/answers for common ‘how do I?’ queries

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From the bottom section of the home page, click links for access to:

• Knowledge Base
  This link opens the main Knowledge Base index page where you can browse to, or search for, guidance on how to use

• Reapit features and functions

• Product Updates
  This link opens the Release Notes index page on the Knowledge Base - Release Notes provide information on all latest additions and updates for the current release (and previous releases, back to version 12.103)

• Training Academy
  This link opens Reapit IQ - this platform allows you to book training courses and access online learning content

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1. Log a ticket

From the home page:

• Click Log a ticket (top right)

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• Click the Log a ticket button (red button, highlighted below)
  This will log a ticket which is automatically routed to the relevant team who can deal with your query
  Where relevant/instructed, specific ticket types can be selected, such as Standard configuration request

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2. Log a standard ticket
For assistance on logging a New template or change request, see step 3 below

After clicking the Log a ticket button (shown in step 2):

• Complete the Log a ticket form

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a. Summary

• Enter a brief summary of the issue or query

b. Description

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

• f below

c. Product Type

• Select the relevant product type the request is for - options are:
  Sales, Lettings, Client Accounts, Property Management,
  Block Management, All

d. 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

e. Contact Phone No.

• Enter the best telephone number to contact you on

f. Attachment

Optional

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

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

f. Customer Type

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

g. 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

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

3. Log a

new template or change request

From the home page:

• Click Log a ticket (top right)

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• Click New template or change request

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• Complete the form

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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

After completing any ticket type form (as outlined in the previous section):

• Click 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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1. View tickets via the home page

From home page:

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

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• Click the ticket in the My Open Tickets list to view its detail

  • 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

• • Reapit

• • and also allows you to add further comments (and attachments) to the ticket

2. Finding a ticket

To search for a ticket not in the list or to filter the list shown - from the home page:

• Use the Open Requests and All Request Types

• menus to change what is displayed

• The Search field on the right can also be used to enter a keyword or ticket reference (e.g. RSD-123456), press enter

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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