Customer Service Desk User Guide

Welcome to Censhare's Customer Service Desk Portal

Access and login

URL's to access the Customer Service Desk:

https://servicedesk.censhare.com

https://helpcenter.censhare.com

Login to the Portal

Open the connection URL and insert your account data.

No account data yet? Sign-up for an account!

The Customer Service Desk main screen

The portal shows four different areas:

1. "Requests" will navigate you to the requests area where you can see and work with all your requests.

2. Access to your user profile

3. Search option

4. A list of the available request types. Since the available request types depend on your role, it may look different.

1. Your requests 

Your requests

2. Your user profile

My profile

3. Serach option

Allows customer users to search for request types and Knowledge base articles.

4. The request types

Report a malfunction or problem with your Censhare system (Incident)

Submit a request to our service organization (Service Request)

Request customization or an extension for your Censhare system (Change Request)

Create requests

Incident

Report a malfunction or problem with your Censhare system (Incident)

If your censhare software or the environment we support is faulty or exhibits unexpected behavior.

1. Support case

3 different cases to determines the resulting service contract = Mandatory value
Based on this support case selection by the user, the correct service contract will be assigned to the Incident.
 
Since a customer may have multiple service contracts in place with different response times, the selection is needed to identify the correct SLA and assign it to the ticket.
Select one of the 3 support cases first:

Case 1: "Errors or malfunctions within the usage of the censhare software"
Indicates an application problem. No further refinement popup is displayed after this selection.  

Case 2: "The censhare systems or an individual service is not available"
Indicates an operations problem. This refinement popup is displayed after the selection:

Case 3 "Problem with a WebPage which is managed by censhare"
Indicates a problem with an Online Channel or HCMS. This refinement popup is displayed after the selection:

2. Summary = Mandatory

Short and brief headline for your request

3. Customer Incident Description = Mandatory

Describe your request in a understandable way in the form of:

• what are you doing

• what is the expected result

• what do you get a a result

4. What is the Impact & What is the Urgency = Mandatory

Based on the user selection in this 2 fields, we calculate the priority of your request based on ITIL standard method. 

5. System environment = Mandatory

Select the environment the request belongs too. Possible selections are Production, Non-production or both.

6. Censhare Component = Mandatory

Select the affected component from the popup. Multi selection is possible.
If you select components that are connected to Adobe InDesign/InCopy, an additional field for the CC-Version will be displayed. 

7. External ID

You can use this edit field for your own reference opionally.

8. Attachment

Add helpful information via drag&drop.

Service Request

Submit a request to our service organization (Service Request)

If none of the offered options fits your request, use this one.

1. The Summary = Mandatory

Short and brief headline for your request

2. Description = Mandatory

Describe your request in a understandable way.

3. Censhare Component

Select the affected component from the popup.

4. External ID

You can use this edit field for your own reference opionally

5. Attachment

Add helpful information via drag&drop.

Change Request

Request customization or an extension for your Censhare system (Change Request)

Submit request for change in a current configuration or system.

1. The Summary = Mandatory

Short and brief headline for your request

2. Censhare Component

Select the affected component from the popup.

3. Priority = Mandatory

Select priority "Critical, High, Medium or Low".

4. Due Date

If you have a due date, select it.

5. Description = Mandatory

Describe your request in a understandable way.

6. Attachment

Add helpful information via drag&drop.

7. Do not fill: Censhare's Change start date

If the change is approved and a start date planned, Censhare may fill it. 

8. Do not fill: Censhare's Change completion date

If the change is approved and a completion date is planned, Censhare may fill it. 

Working with your Requests in the Portal

Find your existing requests in the Portal

Press the "Requests" button at the top right corner at the portal.
A small popup will be shown where you can select what requests you will see in the next window:

My request:

Will show all open requests created by you.

All requests:

Additionally it shows all open requests you have access to.

Request area: After the selection you are in the requests area and see the tickets according your selection.

This area has three parts.

1. Filter and search for request

From the requests page you can filter your requests by the following parameters:

• Request status - for example, open or closed.

  • Created by - for example, created by me or created by someone else, but shared with me.

  • Request type - for example, software requests or email access

The filter search will be performed immediately.

The "Search for requests" option executes your search term on the displayed ticket list. It is used to further refine your filter conditions. You have to press the return button to start the search.

2. Setup the attributes shown in the result list

There are some options you can configure.

3. The requests in the results list

A request will display on this page only when you have created that request, or if you have been added as a participant on someone else’s request.

A single click on a request in the list will open it for processing and see details.

Edit requests in the Portal

A open request:

1. Workflow status. See the workflows.

2. Actions you can perform with the ticket (Options vary depending on the workflow status of the ticket)

   • Don't notify me: Switch off all e-mail notifications to you, connected to that issue

   • Cancel: If the case is no longer relevant or obsolete, you can cancel it with this option and optionally tell us why in a subsequent dialog

   • Escalate issue: Will set the status to "Escalated" and informs our support team about the escalation

   • Solve issue: If you have solved the case by yourself, solve the issue using this option and let us know how you solved it in a subsequent dialog.

3. Add participants to share the ticket with others

   • You only can share with users that have the permissions to access to the ticket

   • All participants are listed bellow the share option

4. Add additional information, comments or attachments

   • To attach a file you simply can drag & drop it to any place of the ticket area

5. The list of all activities and comments, done with the ticket

The workflow status

Possible workflow status for Incident and Service Request:

Possible workflow status for Change Request:

Close requests

Available options to close are depending on the current issue status.

If the issue is already in the status "Solved", you can finally close it with "Close":

If the issue is in the status "In Progress" 

1. regular closure if the issue is solved with "Solve issue".

2. if issue is outdated or obsolete, close it with "Cancel".

Email Notification an Feedback

How does notification work in general

Notifications allow Jira to send email notifications to specified people regarding particular events in a project.
Users receive a separate notification for each event.

Events are, for example:
Ticket created
Ticket assigned
Ticket updated
Ticket closed
and so on...

There are three specified people available as receiver:

• All Watchers → All users who are added as participants 

• Current Assignee → The user, the ticket is currently assigned to

• Reporter → The ticket creator

Notifications

Example email - After creation of a new request:

Example email - Request status has been changed:

Note that one status email can have more than one ticket actions/changes included.

Ticket feedback

As soon as a ticket has been solved or canceled, a process for evaluating and commenting on how we have handled your ticket starts automatically.
This feedback mechanism consists of 2 steps.

Step 1: The requester gets a email based on the closing event. In this email, you have the possibility to rate the processing via a star bar.
Just click on the stars in the email and the rating is transmitted to the system immediately and stored within the ticket.

Step 2: At the same time, with the click on the stars bar, you will be linked to an online form. Here you can readjust the star rating and additionally leave a comment.

If you readjust the star rating, it will be submitted to the system immediately.
If you write a comment, click the "Add a comment" button and your comment will be stored in the ticket.

My Profile

Access to you personell data at the system.
Next to the "Request" button at the top right corner of the portal window, you can find the link to your profile data and the logout function.

In the profile window you have the option "Edit your profile" in the upper right corner of the window to change your profile settings like your Avatar or the GUI language.

Change your Avatar

After you have selected "Edit your profile" you are in the edit mode. Now you can select "Change avatar" and you will get the "Upload Avatar" dialog to select or drag&drop an image to be used as your avatar.

Please note that the maximum allowed image size is 2000px * 2000px. Otherwise the upload will fail and you will get an according error message.