Cohuborate Ltd Warranty Services User Manual

Transcription

1 Cohuborate Ltd Warranty Services User Manual

2 TABLE OF CONTENTS PAGE WELCOME PAGE Introduction 3 Login 4 Profile 4 GETTING STARTED Option 1 - Submit a Ticket Only 5-7 Option 2 Login and All Features 8-11 COMMUNICATION WITH THE TEAM 12 Page 2

3 Welcome Page Introduction Here at Cohuborate, we understand the importance of supporting our customers and the value of providing a world class customer service. As part of that service we would like to introduce our Warranty Service Support Portal The Warranty Service Support Portal is easy to use, it allows you to log into your own unique personal account and to manage your warranty service information in the unlikely event that you experience technical difficulties with your product.. The portal also allows you to view real time updates and to monitor each stage of the process, at the same time allowing you to liaise direct with the Technical Support Team and Cohuborate. Our Warranty Service Support Portal also allows you to view full details of all your historical service information and the ability to generate essential report information required to manage your business. The following information outlines the steps that you need to take to get started and to register your product with our Technical Support team. Page 3

4 Login and Profile Login In the unlikely event that you experience a product failure, you will be required to register the details of your fault onto our Warranty Service Support Portal by accessing the Helpdesk link at Following completion of the mandatory information, you will receive a secure detailing the hyperlink to the Cohuba Warranty Service Support Portal including your unique User Name and Password which will allow you instant access to your own account within the Cohuba Warranty Service Support Portal as detailed in the example below. Profile Welcome to Helpdesk! Your username: an.other@googl .com (example) Your password: a0n6lm08 Login here: Click on the hyperlink to gain access to your unique account and insert your Username and Password information as detailed Page 4

5 Getting Started The initial Helpdesk screen will provide you with two options: Option 1 Submit a Ticket Only In the event that you have time constraints and are not able to login fully, you have the option to select the Submit a Ticket icon and follow the steps detailed. You have now entered your own unique account in the portal, the ticket information will be recorded and become visible to the Service Team however, you will not have full access to any of your detailed historical ticket or report information. Step 1 Once you have selected the Submit a Ticket icon on the entry screen you will be presented with the following screen view. Upper Screen Section Page 5

6 Submit a Ticket Lower Screen Section From this view, you will be required to populate the information required: Submitting A Ticket You will have the option to submit a ticket on behalf of yourself or someone else. In the event that you are populating information on behalf of someone else you should select the icon for the following header to become visible: Page 6

7 Populating Key Information Unique tracking information can be populated in the Subject bar to assist with the historic reporting of ticket information Enter as much information as possible into the main section of the ticket Add notes to key contacts in the sections provided Add your full contact information Attach key information such as images or any supporting information from your files or Dropbox. This information will enable the Service Support Team to deal with your enquiry quickly and efficiently Add key product information regarding the model number, serial number Upon completion of the required information please select the SUBMIT button Please note that all of the mandatory fields, denoted by an asterisk * should be populated. In the event that the mandatory information is not populated in the fields provided, you will be prevented from progressing with your ticket and will be prompted to enter the information to ensure that full submission is completed. Upon successful submission of your ticket, you or the person detailed as the recipient will receive an direct into your inbox, this will include your unique ticket number. The system will also simultaneously record the information input in a summary screen as detailed. Any changes required at this stage must be sent to the Service Team by completing the comments box and providing full details. Option 2 Login Submitting a New Ticket from Login Simply select the New Ticket icon and follow the instructions detailed in Option 1 detailed above Logging into the system using your unique User Name and Password will not only provide you with access to opening a New Ticket it will also provide you with access to the following information: Summary information Technician status updates Customised report Information Recorded due dates A record of tickets submitted per day Page 7

8 The response speed taken to resolve your enquiry Company statistics Additional Features Summary This section allows you to build a ticket-report by date range, category, status and export to Excel If you select the Summary link on the main screen it will automatically take you to the following screen. From here you can either Build your own report information or import information from Excel Page 8

9 Technician Status This view will allow you access to view the tickets handled by your dedicated member of the Service Support team within a given time period of your choice Custom Reports The Custom Reports section allows you to manage your unique report information by changing the Date, Data to Show and Group Data By sections. You can also build your reports or import from Excel Page 9

10 Due Dates Calendar The Due Dates Calendar view allows you to track your tickets and ensure that you do not miss any due dates for completion. You also have the option to build or export report information from Excel in this view. Tickets Per Day This view presents the ability to view all Open and Closed ticket information reporting on key information by graph or Excel spreadsheet. Data such as activity, distribution of tickets by hour, day, week month and category are all available for selection in this view. Page 10

11 Response Speed View your average response and resolution speed by hour, day, week and month in this category. Report your information by building your own report which can be imported to and from Excel. Companies Statistics Review you ticket information in one area for your selected period Page 11

12 Communication with the Cohuba Warranty Service Support Team Once you have opened a ticket with the Warranty Service Support Team, you will receive an initial confirming the information you have input into has been received and is being dealt with by your designated Service Engineer. You will receive further s as and when progress has been made in terms of the investigation and up to the eventual resolution of the technical issue. Upon receipt of these s you should select the hyperlink detailed which will take you into the appropriate area of and to the section in your unique account where updates have been uploaded in real time. For any further assistance please contact support@cohuba.com Page 12