ASSOCIATE SUPPORT CENTRE Virtual Office Service Request System FAQ v1.0
Table of Contents 1. Overview of Virtual Office Service Request System... 3 2. Sample Screenshots... 3 3. FAQ for STS... 4 3.1. How to raise a Service Request?... 4 3.2 The ticketing system does not load after clicking View/Create Service Request.... 5 3.3 How to post message with attachment?... 6 3.4 What are the types of Alerts I will receive?... 6 3.5 Will STS alert me via mobile SMS?... 6 3.6 Why didn t I receive STS alert?... 6 3.7 What happen if I send a request to servicedesk@propnex.com with an E-Mail not registered with the company?... 7 3.8 Can I access STS outside Singapore?... 7 3.9 When can I expect a response from support staff?... 7 3.10 What are the types of document I can attach when posting a message?... 7 3.11 Are there any limitations for attachments?... 7 3.12 What is Downline Service Request List for?... 7 3.13 Can Team Leader post message in a Service Ticket raised by his downline agent?... 7 2/7
1. Overview of Virtual Office Service Request System The Virtual Office Service Request System has been developed for the purpose of improving service response to our agents. The system is based on widely use Service Ticketing System (STS), which are also commonly known as Support Ticket System, Helpdesk Ticket System or Trouble Ticket System. STS identifies every enquiry, problem reported or service request with a unique Ticket Number. When you need support and raise a request through STS, the system tags it with a Ticket Number and automatically forwards the ticket to the department-in-charge. When support staff replies your ticket, STS informs you with an E-Mail alert at your address registered with the company. It is important that you keep contact information with the company up to date. Unlike traditional support using E-Mail where messages are kept individually, STS organizes messages posted by you and our support staff into a single thread referenced by Ticket Number, much like the way messages are organized on smartphones. Thread-based format makes follow-up easier and helps saved support time as staff no longer have to search for E-Mails related to your request. Every message in STS is time-stamped, tracked in database, and is automatically visible to every member of the department. You can be sure that your requests will be attended to. By leveraging Service Ticketing System as part of associate support, we hope to offer quicker and better response to your needs. 2. Sample Screenshots Below are sample STS screenshots. Some answers in the FAQ section (section 3) are aided by these samples. Fig. 1. Main Service Request Screen 3/7
Fig. 2. Creating New Request 3. FAQ for STS 3.1. How to raise a Service Request? Two ways to raise or create a Service Request: i. From Virtual Office. 4/7
a. Login to Virtual Office. b. Click Services at the menu bar on top of the screen. c. Click Associate Support Centre from the dropdown box on the right. d. Select View/Create Service Request, main screen is displayed (see Fig. 1.). e. Click New Ticket. f. Scroll down to the bottom of the screen (Fig. 2). Enter contact number so that staff can contact you if necessary. g. Refer to Help Topic Guide and select the correct help topic. h. Enter a Subject, follow by the help your request in the Message box. i. You may attach a document of the type.doc,.docx,.pdf,.jpg,.zip,.xls, or.xlsx. Only 1 document can be attached at this stage, size is limited to 1MB. You will be able to attach more documents after the ticket is submitted (see 3.2 below). j. Click Submit Ticket to send the request. ii. Send an E-Mail to servicedesk@propnex.com, the contents of your E-Mail will be converted to Service Request automatically and assigned with a Ticket Number. You will receive an E-Mail confirmation when STS successfully complete this process. Your new ticket can also be accessed in Virtual Office. We encourage you to search our FAQs before raising a Service Request Ticket. Your enquiry may have already been answered. 3.2 The ticketing system does not load after clicking View/Create Service Request. Some browsers block cookies by default, e.g. Internet Explorer. Set browser privacy policy to always permit cookies for IP address 203.126.225.235. In Internet Explorer, a. Go to Tools->Internet Options. b. Click the Privacy tab. c. Click Sites. d. In the Address of website box, enter 203.126.225.235 and click Allow. e. Click OK and OK to exit. f. Reload page. 5/7
Chrome and Firefox are not known to have this issue. 3.3 How to post message with attachment? a. Go to main screen (Fig. 1) b. Select the Ticket you wish to attach a document by clicking on the Ticket Number column. c. When the Ticket content is displayed, scroll down to the bottom to post reply. d. Click Browse to choose document to attach. Document type must be either.doc,.docx,.pdf,.jpg,.zip,.xls, or.xlsx. Only 1 document can be attached with each message. File size is limited to 1MB. e. Click Post Reply to send. 3.4 What are the types of Alerts I will receive? The system sends E-Mail alerts to keep you up to date with the events that relate to your request. You will receive alerts when: a. You open a new Service Request, or ticket. b. A new reply is posted by staff. c. You post a new message to existing ticket and the system has successfully recorded your message. d. Staff created a new ticket on your behalf. 3.5 Will STS alert me via mobile SMS? No. Alerts are only sent to your E-Mail address registered with the company. Depending on the model, you may be able to configure E-Mail alert on your mobile phone, please refer your mobile phone user guide. 3.6 Why didn t I receive STS alert? STS can only sent alert to the E-Mail address you registered with the company, please check that you have registered the correct E-Mail address. 6/7
3.7 What happen if I send a request to servicedesk@propnex.com with an E-Mail not registered with the company? You risk not getting a response from support staff as there will be no way to verify your identity. 3.8 Can I access STS outside Singapore? Yes, as long as you have an Internet connection that permits access to websites in Singapore. 3.9 When can I expect a response from support staff? Same day if you raised the Service Request Ticket before 5pm during office hours, next working day if it is raised after 5pm. 3.10 What are the types of document I can attach when posting a message? doc,.docx,.pdf,.jpg,.zip,.xls, and.xlsx 3.11 Are there any limitations for attachments? Yes, only 1 attachment per message and file size may not exceed 1MB. 3.12 What is Downline Service Request List for? It allows Team leader to view a listing of Service Requests raised by his downlines. 3.13 Can Team Leader post message in a Service Ticket raised by his downline agent? No. Team Leader can only view tickets. 7/7