When we search for documentation and articles related to the customer portal, we usually find information that helps agents and administrators to customize and use it, but there are no tutorials about how a Customer can use the Portal. So, if you want to learn more about the features and how to use the customer portal as a customer, you’re in the right place.
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When you are invited to a project, the first login redirects you to a page like this:
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3. Customize the profile
On the top right, you can find your Profile icon and by clicking on this icon you see the option Profile and Log out. Click on Profile to edit your information.
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4. Create
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a ticket
To create tickets, select the request type. Once you select a request type, it shows the form for you to fill out and send to the support team.
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After sending the request, you are automatically redirected to the ticket:
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5. Work with tickets
Add a comment:
The editor below has some options for you to edit your text and others like add links, images, code blocks, and tables.
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Share a ticket:
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You can share tickets with other customers
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Change status:
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and organizations, change the status of the ticket
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Enable and disable notifications:
If you were added as a participant of a ticket or even as a reporter and you don’t want to receive future notifications, you can disable it.
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Check approvals:
Usually, the status is Waiting for Approval and on the ticket, you can see who are the people that need to approve your request.
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6. Using the knowledgebase
Some administrators link Service Management to Confluence to provide articles that may help you to , and enable/deactivate notifications.
6. Use the knowledgebase
Through Gini Service Desk, you can access articles from Gini Developer Portal that might help you resolve the issue on your own. There are four three ways to find articles in the customer portal.
On the main page, by using the search box:. When you start typing,
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the Service Desk loads three articles related to what you are searching for.
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By clicking on the magnifying glass on the top right
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. This icon appears when you are not on the main page.
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While creating a ticket
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. When you type something
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in the Summary field, it
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shows three articles related to the text you just added.
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Category:
The last option is what we call Category that is a group of articles that the administrator organizes to show when you click on the project to create the ticket, so instead of showing the Request types as mentioned on the How to create tickets section, it will show the categories and if none of the articles helps, then you can just go ahead and create the ticket.
List of categories:
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By clicking on a category, you will see the list of articles and to view the entire documentation, just click on the desired one.
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If none of the articles help, then click on Need to raise a request? Contact us. which will redirect you to the Request types page.
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7. Find tickets
There are four two categories that we can split the requests in the customer portal.
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Tickets where you are the approver.
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Tickets shared with your organization.
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Tickets where you are a participant.
On the top right, click on Requests.
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Tickets
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Click on Created by me. The default filter will show tickets that are still open and then you can filter to show the closed ones or filter by specific request type.
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Tickets waiting for your approval:
where you are the reporter. Click on Created by me. The default filter will show tickets that are still open and then you can filter to show the closed ones or filter by specific request type.
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Tickets shared with your organization:
If your administrator added you to an organization, it will show on the Requests the name of the Organization and if some ticket is shared with this org, it will show there.
Note: When you are part of an organization you can share the request with them while creating a ticket. The option will be visible as the last field of the form, near to the Send button.
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Tickets where you are a participant
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. If your teammate shared the ticket with you, click on Requests>Created by me or Requests>All
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>filter the tickets where you are the participant.
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8. Manage the columns on your requests
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list
With the recent updates of Service Management, It is now possible to change the order of the columns on the requests page. Click on Requests and select the preferred optionfilters. On the upper right side on the top, you will see , find the icon, so click on it, and select “Manage columns” Manage columns.
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Once you do that, you will be able to can drag and drop the fields to organize and also remove those ones which it's not necessary for youyou don’t need:
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There are other fields available, such as Created date, Updated date, Due date, Assignee, and Priority but only the administrator can add those fields.
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Hope this article helps you to understand how the Customer Portal Gini Service Desk works.