thinkwhere Service Desk - User Guide

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1 thinkwhere Service Desk - User Guide The Service Desk team provides technical support, advice and guidance for all thinkwhere product and services and they continuously monitor the support portal. The Service Desk is available from 08:30 to 17:30 Monday to Friday with the exception of Christmas and New Year public holidays. 1. Accessing the Service Desk The thinkwhere Service Desk Portal can be accessed via thinkwhere.atlassian.net/servicedesk/ or on You will receive a short from the Service Desk with a link to 'Visit the portal'. This will take you to a form to activate your support account. You will be required to enter your name and set a password for the account. This may be end up in your spam or junk folder. If you have not received an , please contact the service desk team on

2 2. Knowledge Base The knowledge base is available for users to search for help on the various systems that thinkwhere supports. There are also guides on How to Request a Data License and How to Submit New/Updated Data. Use the search box to find relevant articles to the issue you are experiencing. Articles appear below the search toolbar. Also when raising a Service Desk request you will see recommended articles on the right hand side when you are typing in the Summary field. 3. Logging Service Requests There are three types of requests set up in thinkwhere Service Desk:

3 Technical Support - captures all issues related to thinkwhere services including Data License Requests and New/Updated data requests. Guides for How to Request a Data License and How to Submit New/Updated Data can be either accessed through search box on a main page or at the top of Technical Support request page. Report a Bug - captures bugs within thinkwhere products. Suggest a New Feature - captures improvements and new feature suggestions for thinkwhere products. 4. Raising a New Service Request To raise a new request: 1. Click on the appropriate request type 2. Add request summary 3. Add description of the issue providing as much details as possible 4. Drag and drop files which would be useful to resolve your issue e.g screenshots, data. N.B! File size limit is 60MB. 5. Select the component(s) relevant to your request. It is optional and could be left blank.

4 6. Select the option to Share with your organisation or to keep the request private. If you choose to share with your organisation then any individual in your organisation who has a thinkwhere Service Desk account will be able to see the request and will be notified of updates. If you choose to set it to private, only you will be able to view and update the request. Click Create. After request has been created the Service Desk displays it in a browser window.

5 An notification will be sent confirming that request has been received and will be actioned by a member of the Service Desk team. 5. Viewing Request All requests could be viewed using 'Requests' link located at the top right corner of thinkwhere Service Desk. You will have the option to view 'My Requests', your organisation's requests, or 'All Requests'.

6 There are several filters available to find request. 1. By status 2. By creator 3. By request type 4. Using word search 6. Updating Request Every time a member of thinkwhere Service Desk team makes update to the request a notification is sent to all participants on the which includes a link to the request and a name of a person who is assigned the request. There are two ways to update a call

7 Find the call within the portal and add a comment and attachments (if required) Reply to the update , ensuring your comments are above the reply line 7. Sharing Requests As previously mentioned, when creating a service request it is possible to share your request with all users with a Service Desk account in your organisation. It is also possible to choose individual users within your organisation to share the request with. Once request has been shared you will see a person or organization it is shared with below the Share button.

8 If you have accidentally shared the request with the organisation or an individual you are able to remove them by clicking Remove next to person's/organisation's name. 8. Resolved Request When request has been resolved by Support team a notification is sent. This will contain information about the resolution and will also contain a five star rating for customer feedback. Once selected the rating user will be redirected to an online feedback form which asks the customer to comment on any part of the service they were particularly pleased with or felt that could improve on.

9 9. thinkwhere Product and System Announcements Announcement about product updates, downtime and planned maintenance are available on the Service Desk Portal page.