Using the Reapit Service Desk Portal

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

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

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 the Reapit logo (top left) at any time will display the home page again

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
  Where possible, include screenshots to illustrate an issue, see next step

3. Attachment

Optional - include attachments to help support your issue/query
(e.g. screenshots)

• 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 
  (use of None should be avoided)

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

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
  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 future

• The 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

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

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