Using the Reapit Service Desk Portal

1. Set up new portal account

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

• Click Log in

  

• Enter your email address
  This should be the address you wish to use for your portal account (usually your business email address)

  

• 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

  

• The following message is displayed - you now need to check your inbox (of the previously entered email account) to complete signup

  

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

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

  

• Enter your Full Name, enter your password in the Choose a password field and click Sign up

  

• The following screen will be displayed which indicates that your account is now set-up
  Use the Click Here link to enter the 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 (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

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

• To display the home page at any time, clicking the Reapit logo top left (out of view in the shot below)

1. Log a standard ticket or Client Accounts query

This section covers how to log a standard ticket or Client Accounts query - for information on how to log a Template Addition or Template Change Request, see section 2

From the Service Desk Portal home page:

• Click Log a ticket - or, for a Client Accounts query - click Client Accounts Query
  Selecting the correct option here ensures the ticket is directed to the correct service team
  Each section you need to complete (for both ticket types) is explained below

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 e

c. 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

d. Contact Phone No.

• Enter the best telephone number to contact you on

e. 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

Not required for Client Accounts Query ticket

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

g. Ticket Type

Not required for Client Accounts Query ticket

• 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

2. Log a Template Addition or Template Change Request

There is a minimum charge of £75 per hour for Template Requests - a quote will be provided by the Template Services Team and approval from your key contact will be required before any work is completed

From the Service Desk Portal home page:

• Click Template Request
  Each section you need to complete (for both ticket types) is explained below

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

3. Create & send ticket

When all required information has been added:

• Click Send (bottom right)

• A Request created pop-up message is displayed, top right - click the ticket number shown to view details

  

• Click the reference number to view details of the ticket logged

  

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

• The bell icon (top right) allow you to choose to Pause Notifications for this ticket
  Once clicked, no email notifications will be sent for this ticket - click again to Resume Notifications

From the Service Desk Portal home page:

• Scroll down to 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:

• Use the Open Requests and All Request Types buttons to change what is displayed
  Default is to show Open Requests for Any Request Type

  

• Can also use the search field to enter a keyword or ticket reference (e.g. RSD-123456), press enter

• Matching tickets are shown below the search field, as shown above, click to launch

• Details of the ticket are displayed, as shown in the example below

  

• The ticket reference code is shown above the title of the ticket

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

• The bell icon (top right) allow you to choose to Pause Notifications for this ticket
  Once clicked, no email notifications will be sent for this ticket - click again to Resume Notifications

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 filter options and the search field at the top of the screen to find the required ticket

  

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