Page Comparison

1. Log a ticket

From the home page:

• Click Log a ticket (top right)

  

• The Hello, how can we help? page is displayed

• This page offers a further option to search the Knowledge Base, as well as providing access to some frequently asked questions

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

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

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)

  

• Click New template or change request

  

• Complete the form

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

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

• 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