CUSTOMER PORTAL. Introduction and Guide

Transcription

1 CUSTOMER PORTAL Introduction and Guide

2 CUSTOMER PORTAL The portal was built with you in mind - through it, you have 24/7 access to manage your account. This guide will help you get started. Using the portal, you can: View open tickets View call history Review your contract Log new service tickets Add and delete users Edit user info Grant access privileges Our Customer Support Team is happy to assist or customersupport@serviceexpress.com. 2 of 17

3 Table of Contents Logging Into the Customer Portal...4 Portal Pages & Features...5 Home Page... 5 New Tickets... 6 Log a ticket... 6 Ticket notifications... 7 Attach files... 8 Tickets View Contract Search Equipment View ticket history by equipment & location Excel downloads Settings User list Add a user Edit users & security access Change access by agreement Change access by location Closed ticket notifications Chat with Us of 17

4 Customer Portal Login To access the Service Express Customer Portal, go to: Enter the Username and Password provided in your welcome . To reset your Username or Password, click on the Forgot your Username or Password link under the Login button. 4 of 17

5 Portal Pages & Features Home page Once logged in, you arrive on the Home page. The Home page displays any tickets that are currently open. You can return to the Home page anytime by clicking [Home]. Click the ticket number of an open call to see the details of the ticket. Clicking your name in the top right corner of the screen allows you to change the following: o o o o First & Last Name Phone Number Address Password 5 of 17

6 New Tickets Log a ticket To log a service ticket, click [New Ticket] on the left side of the screen. Enter the information required to ensure a 30-minute callback from your engineer. (Fields with an asterisk are required fields.) You can enter your equipment in two ways: Begin typing the model, description, serial number or system name and our smartsearch feature will find it automatically. Click [Browse by Contract] for a list of your equipment. This also applies to the Location field. Once you have entered the information, click [Next]. 6 of 17

7 Ticket notifications To receive notification when a ticket is completed, enter all applicable addresses. Type in the address and click [Add Address]. Click [Submit Ticket] to complete. The Service Ticket Confirmation page displays the ticket number to reference when contacting Service Express. Click [Home] to see this ticket added to your open calls. 7 of 17

8 Attach files To attach files (such as SP collects) to a service ticket, click into an open ticket. Click [Add File Attachments] beneath the ticket. This will display any current attachments and allow you to attach other files by clicking [Add Files]. To add notes, click [Add Notes]. (You may need Java installed for this feature.) You can add files by clicking [Add] or by dragging the file into the Java window. When a file is added your engineer will be alerted. 8 of 17

9 You can enter notes for specific tickets that can be accessed by users with the necessary security. Please note: If you add a Service Ticket Note between 8am and 5pm it will send an alert to your Service Express engineer. 9 of 17

10 Tickets Click [Tickets] on the left side of the page to see both your open tickets and a 60-day history of your closed tickets. To see a history beyond 60 days, click the [Search Equipment] field. This information is covered in the Search Equipment section on page 13. All information that is available to your service engineer can be viewed in the open ticket view. 10 of 17

11 View contract To view your contract, click [View Contract] on the left side of the screen. Select the contract that you d like to see. You can view all locations or use the drop-down to view a specific location. Equipment that is shaded gray indicates warranty tracking is in effect and shows future start date. 11 of 17

12 Search Equipment View ticket history by equipment & location Click [Search Equipment] on the left side of the page to browse your equipment and ticket history. Select an agreement from the drop-down and location menu to view ticket history by equipment. By clicking the hyperlinked number under the Ticket History column, you can see the ticket history and detail for that specific piece of equipment. Click the [Equipment Search] to search by the following: Serial Number Part Number Model Number System Name Excel downloads On each ticket history page, you are able to download an Excel file of the information shown on your current search criteria by clicking the [Excel download] link on the right side of the screen. 12 of 17

13 Settings *This section is only accessible by the administrator* User list The Customer Portal security features allow for both broad and granular granting of privileges. To access these features, click [Settings] on the left. The Settings page displays all of the users for your portal. Add a User As the admin, you can add users by selecting the [+ Add New User] from the upper left-hand side of the page. To add a user, you will need the following information: First & Last Name Phone Number Address After entering that data, you will assign a Username. An auto-generated is sent to the user with the portal link, along with their Username and Password. At this point, you should customize the security settings. 13 of 17

14 Edit Users & Security Access To edit a user, click [Username]. From the Edit User page, the Account Administrator can change passwords and also deactivate users. To modify a user s access, click [User Security]. You are able to grant three types of access. 0 Denies access to the user. 1 User has view-only access. 2 User can view and create tickets. Change access by agreement For more than one agreement, you can set access on an agreement-by-agreement basis. 14 of 17

15 Change access by location If your agreement includes more than one location, you can set user privileges at the location level. 15 of 17

16 Closed ticket notifications Each time you open a new ticket, you can add addresses for notification when the ticket has been closed. You can also assign default addresses that will automatically populate every new ticket. To make changes to your notifications: Click [Settings] At the bottom of the page, click [Ticket Notification List] Select an agreement from the drop-down menu Once you have selected the appropriate agreement, add the addresses for ticket completion notification. 16 of 17

17 Chat with Us For questions while you are on the portal, you can start a chat with our Customer Support Team. Click [Chat With Us] on the left side of the page. Upon clicking, a pop-up window will appear and prompt you to enter your name and address. Click [Connect]. Once connected, you are able to chat with your Customer Support Coordinator. We hope you find the Service Express Customer Portal helpful and convenient. If you have any questions or concerns regarding the Customer Portal, please reach out to our Customer Support Coordinators at or at customersupport@serviceexpress.com. 17 of 17