Contents
1. How to log into Customer Service Portal (CSP)?
LINK TO CSP
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https://customerportal.opuscapita.com/plugins/servlet/theme/portal/3
Please be aware that you should not enter the portal by using Microsoft credentials! If there is an error (like the picture on the right) when trying to log into CSP, please enter the proper link and try to log in as described below.
1.1. If you have been in contact with OpusCapita
you have already had an account. To activate your account you need to reset your password.
Of course, this option is also allowed when a new password is needed.
a) Go to the CSP and use the option Forgot your password?
b) Set a password by clicking on the link received in the email.
c) After entering, fill in the fields with your email address and password. Then click on the Log in button.
Please be aware that a reset password link is valid for 24 hours. After that it will expire and you need to reset your password again.
1.2. If you have never been in contact with OpusCapita
you need to create an account. To do this, your Company’s User needs to create or order a new account through the CSP. There are two options:
Customer Key User should go to the CSP, choose
Company Management section an there is the form to add a new key- or regular user.
Customer Key User should create a
support request asking for creating a new account. A key user can access it via CSP.
If you are NOT a customer for OpusCapita, please contact us by using the form here:
https://customerportal.opuscapita.com/plugins/servlet/non_login
2. How to edit an existing user?
Customer key user can use the Edit existing user form.
To edit a user, just enter correct data on the form and click the Create button.
Select:
a user from your company
user's activity: to activate or deactivate a user
user's rights: regular or key user
Enter the other fields as well. Some of them are not mandatory.
→ Then a ticket is created and immediately closed. You can use it as a history of changes made in your company users.
If you want to edit email address(es) for your user(s), please create a ticket on Customer Service Portal.
3. How can I check if someone in my company has an account in CSP?
Key user can use the Edit existing users form
and select an account in the Customer company user field
→ if a user exists, all fields will be automatically filled in with the data added to that user
You can also:
4. How can I check who is a key user for my company?
Key user can use the Edit existing users form
and select an account in the Customer company user field
→ you can easily check key user rights in the field User’s right - this field contains current user rights
or
What is a key user role and how is it different from a regular user?
Key user is a role that gives more privileges on the Customer Service Portal. You can find the differences between key and regular users below.
Features | Key user | Regular User |
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Access to OC Knowledge Base. | everyone - non-logged users as well | |
Chat access. |
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Creating basic tickets on the Customer Service Portal. |
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Access to: |
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Access to your own tickets - closed and open ones. |
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Access to tickets created by users from a company.
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Creating new accounts by using the New user form. |
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Access to change basic data for users in a company by using the Edit existing user form in CSP. |
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Checking active accounts in a company by using the My company’s active users form in CSP. |
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Access to extra:
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If a new user is created with the key user role, that person is added to all tickets that are open at that time.
5. How to use Customer Service Portal (CSP)?
Here is a short video recording explaining how to use our Customer Service Portal
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https://customerportal.opuscapita.com/plugins/servlet/theme/portal/3
1. At first, you need to be logged into Customer Service Portal (CSP).
How to do it? → please see point 1 above: How to log into Customer Service Portal (CSP)?
2. After logging in on the portal's homepage, you will find a
Requests button in the top right corner where you can select your or all the requests.
3. Next to Requests you will see an icon for a user account from which you can edit your profile, change your language or log out of the portal.
4. In the central part of the portal there is a search field where you can search for a topic you are interested in.
Once you have found your request, proceed to its registration by filling in the required fields.
Fields that are not marked as Optional are required.
In the summary field you have to write what the request is about and then choose the right product from the drop-down list - this field is very important as it will allow for faster processing of the request which will be assigned to a group able to handle it. The case will not be heard if it is not specified.
In the desired delivery date field you can optionally select the date. In the required description field, describe the issue and optionally prioritize it by selecting from the drop-down list.
Once completed, click on Create.
5. After registration, a view with the details of the created request is displayed.
6. Below the details section there is a box where you can add a comment to your request.
7. On the right, there is an Actions section where you can indicate that you do not want to be notified and below it is shared with. The ticket is made available to all users with the keyuser role. They can see and comment on the ticket, but operations on the ticket do not notify keyusers in any way.
If the service does not function properly, the Customer may register such an event as an incident by selecting the form for Incidents. The incident form can be selected from the main menu of the portal or searched for using the search field.
Once selected, you will need to fill in the required fields such as Summary, select a product from the drop-down list, which, as with the support request, is a very important field, and add a description. Optionally , you can assign a priority to the incident and add an attachment.
One you have registered, you will see the details of your ticket.
8. To view your requests, click on the requests button in the top right corner and select My requests.
9. You can search for the request you wish to respond to by setting the filters you want to use: status, who created it, and request type.
10. The customer will be able to see by the status at which stage their ticket is. For example, if the status of a request is Work in progress, it means that the request has been assigned to a person and his support has started.
11. All request can be exported using the Export button at the top right of the ticket list.
12. Once you have found a request, click on it and you will see the request. The activity section shows the progress of the handling of the requests. In the ticket details section, there is a comment field that you can use to reply to the email message you received with your ticket number.
13. To edit your contact details, click on the user account icon in the top right corner and select Profile. In the view displayed on the right there is an option to edit your profile, after pressing it you can edit your data. After entering the changes click Save.To change your password, select change password.
14. If you would like to contact Customer Service, you can use the chat box in the bottom right corner and click on Leave a Message. One you have sent message the customer service team will handle our request.
15. If the service desk answers us in the chat, then after logging in to the portal page, a chat window will automatically appear with the message to which the customer has not yet replied. The new message that has arrived is in bold and is located at the top of the chat window.
16. To search for old, closed chats, go to the requests tab in the upper right corner and click on all requests. Then set the appropriate filters for status: closed and type of request: chat.
17. To go to an ongoing chat correspondence, click on the chat window and go to the conversation.