CSP - how to use?
- Wiktoria Łysiuk (Unlicensed)
Here is a short video recording explaining how to use our Customer Service Portal in general
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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.