This guide has been reviewed against our global client base and classed as relevant to the following regions: UK, APAC, UAE
The Reapit Service Desk Portal provides 24/7 access to:
- Log a ticket
- View open tickets (and search completed)
- Search the Knowledge Base
Each section is covered below, including how to access the portal from AgencyCloud
To see the portal in action, see video below
Accessing the Service Desk Portal from AgencyCloud
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
The credentials used to login to the Service Desk Portal are separate to those used for Reapit AgencyCloud
If you are presented with this screen, click the Click Here link to be redirected to the correct home page
Home page
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
From the Service Desk Portal home page:
Click Log a ticket
Each section you need to complete is explained below
1. Summary | Enter a brief summary of the issue or query |
2. Description | Use this field to enter as much information about the query or issue you are experiencing |
3. Attachment | Optional - include attachments to help support your issue/query Click Browse to find the saved files on your device |
4. What is the impact? | Select the relevant impact level: Critical, High, Medium or Low
Please ensure that 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 |
5. Contact Phone No. | Enter the best telephone number to contact you on |
6. Customer Type | Ensure the correct customer type is selected, e.g. Reapit user |
7. Create ticket When all required information has been added: Click Create The ticket reference code is shown beside the title of the ticket
| |
View open tickets
From the Service Desk Portal home page:
Use 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:
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
Matching tickets are shown below the search field, as shown above, click to launch
Current status and ticket details are shown
Comments from you and updates from the Reapit Service Teams will be shown here in one screen
The current status of the ticket is shown top right
Other options available (top right) allow you to:
Share the ticket with a colleague
Click Add participant and search for the required user
Choose whether to be notified when the ticket is updated
Click the text to toggle between Get notifications or Don't notify me
The comments field at the top allows you to add further comments (and attachments) to the ticket
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
Search Knowledge Base
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
The Knowledge Base can also be searched from within Reapit AgencyCloud, as outlined here
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