Manual Softbrick Service Desk for customers

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Wilfrid Austin
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1 Manual Softbrick Service Desk for customers Document version: 0.1 Author: Softbrick BV Date:

2 Contents 1. Introduction Procedure Login Create ticket Case processing Send Respond to an existing case... 5 Versioning The following versions(s) have been drafted. In the Changes column, the various alterations are listed per version. Version Date Author Changes J. Kraaijeveld Initial version Softbrick All rights reserved. No part of this publication may be copied, stored in a computerised database or made public in any form or in any way, either electronically, mechanically, by photocopying, recordings, or in any other way, without the prior written permission of the owner. All instructions in this book have been carefully checked. Nevertheless, it is possible that errors have been overlooked. The authors cannot therefore guarantee the text and examples used in this document. The authors do not accept any responsibility for loss resulting directly or indirectly from the wording as reproduced in this document. Page 2 of 5

3 1. INTRODUCTION As of April 2015, Softbrick has deployed a new portal for its Service Desk. To be able to offer a high level of service, we ask you to present your support question or incident through our new Softbrick Service Desk. You can create an account for this service yourself. To do so, always use your company address and preferably, your first and last name. When creating a Support Call, please describe your question or incident as thoroughly as possible and, if possible, add screenshots. 2. PROCEDURE To submit a ticket, go to If you do not have an account, you can create one here, using the option Sign up for an account. 2.1 Login Once you have received your login credentials, you can login here. Once logged in, the following screen will be opened: Page 3 of 5

4 2.2 Create ticket To report a question or incident, click the Support Call button. The following screen appears: Here you can enter a short description of your question or incident, in the field Description you can enter a comprehensive description for which you would like support. In the field Urgency you can specify a level of urgency (optional). If you would like to attach one or more attachments (e.g. a screenshot), you can do this with the Choose file(s) button. NB. If you would like to attach more than one screenshots to your question or incident, we kindly ask you to do so using clear references in the Description field to aforementioned screenshots. This way it is easier for us to establish a link between your question or incident and the accompanying screenshot. With the field Category you can attach a category to your question or incident (optional). Page 4 of 5

5 2.3 Case processing After you have submitted a complete application, it will be processed into a case. Here it is also possible to invite new or existing persons, so that they too can follow the incident and the correspondence, or may respond. By clicking the My requests button top-right corner of the screen an overview is shown of the cases you have created. Here you can follow the progress of the current cases and older (solved) cases Send It is of course still possible to report a question or incident through . You can do this by sending an to [email protected]. This has to include the following information: Description of the question or incident. A concise description. Indication of urgency (optional). Attachments. Category (optional). After receiving your , a ticket will be automatically generated. It is also possible to add new or known persons to the CC of your , so that they will be automatically granted access to the portal and the case Respond to an existing case If you would like to respond to an existing case, or if you would like to add extra information, then you can do so per . For this you will have to insert the case number into the subject line of your (SD-xxx). You can send this to [email protected]. Page 5 of 5

FirstService Residential Service Desk Plus Support End User Training

FirstService Residential Service Desk Plus Support End User Training Creating Tickets in Service Desk Plus Finding solutions to common problems Differentiating between Service Requests and Reporting Issues