All Posts in: June 2011
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In order to assist you in managing your company's cases and to start building up a knowledge base of information for you to refer to for recurring issues, we have established this client portal. You can access the client portal with your email address and password(which you should change when you login).
Once you're logged in, you will see a board that shows upcoming scheduled service, a navigation to display your existing tickets, and a link to create new tickets.
With the upcoming scheduled service items, you can enter specific requests that will be in the case for your Account Technician. You can also see the case activity from this screen.
On the left hand side, under the navigation heading, you will see the New Ticket and List Tickets links.
The New Ticket is as it sounds, gives you the ability to create a new service request that is automatically entered into the system. When creating new tickets, you can specify whether it’s a website issue or a service request. You can change the contact information if necessary and check the emergency box. In the summary field, you should enter a concise sentence to let us know what the issue is, and then in the full description enter all of the information you have been able to amass thus far.
Once a case is completed, either by you or us, it will be placed in the completed status. From here it will be evaluated for the amount of time required to resolve and then closed out for billing (or just for your records if we’re not involved).
You will still be able to manage all of your service requests using email, simply by ensuring that the subject of the email contains one of the strings "Ticket#", "SR#", "Ticket #" or "SR #" (and the case doesn't matter, "sr#" is fine too), some number, and then a slash.
Using the client portal will obviously give you greater control of your tickets, though.
The client portal is a web based application used by RFX’s clients to enter technical issues/problems (called service ticket) encountered by them in doing business.
Users login into the customer portal using their email-id and password. Successful login into the application leads to the Home page view.
New Ticket: Used to enter new service tickets.
List Tickets: A service ticket list view screen of the portal. It displays all the service tickets for the user.
Knowledge Base: Used to search for tickets depending upon keywords/fields entered by the user.
My Account: User can update their email addresses, phone numbers, etc.
New Ticket screen is used to enter to a new service ticket via the portal.
On creating a new service ticket in the portal, the details (like name, address, telephone number) of the contact who has logged in the portal are defaulted on this page.
The User then selects the type of support issue.
A user may also write a summary of the service ticket in the Summary field to describe the service ticket in their own words and a detailed description of the problem in the "Description of the problem" field.
Other important fields that the user can access are Required Date, Emergency, P O Number.
Required Date: Date the user would like the service ticket to be completed.
Emergency check box: is used to mark a service ticket as urgent or of a higher priority than normal. The text Emergency will also be appended onto the summary and into the internal notes. Accordingly the notifications are sent to the appropriate person(s).
P O Number: This number is entered by a contact to signify they are ready to pay for this service ticket and that the following P O Number should be mentioned to charge against the service ticket.
Edit view of a service ticket
The user can also make additions to existing service tickets.
The screen allows additions to the problem description and the resolution. Text for already added problem description and resolution texts in fields cannot be modified. Text that is appended will be at the top and will have a date/time stamp along with the name of the person who entered the information. It is also possible to add documents against a service ticket. Once attached these documents can be viewed by the users.
This is the initial list view of all the service tickets for that company. It will be restricted to only a User’s records based on the contact field.
It displays the following details of a service ticket (additional columns available based on setup options):
Add: User has the option to add a new service ticket.
Search: User has the option of searching for a service ticket depending upon various parameters. For example: A user can narrow down their search for a particular service ticket with status - "new" by typing the word "new" in the status field and clicking on search.
Clear: A user may like to make multiple searches depending upon various parameters and Clear is used to clear out the parameter values from the fields in order to make new searches.
Next and Previous: These are used to scroll to next or previous pages.
The Knowledge Base Search screen will allow user to search all service entries in the system.
Searches can be performed with all of the entered keywords, or with any of the keywords, or with an exact phrase depending on what option is chosen from the "Look For" drop down box. User can also type in search words. Depending upon the search fields, all the published service ticket or all the service tickets valid for a user are displayed. An administrator can see all service tickets for his company.
A user can update their own email address, phone numbers and fax numbers as well as change their password.