Gini Service Desk - The complete guide for Customers

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.

Once your administrator adds you to the project, you will receive a notification to finish setting up your account and the link will redirect you to a page to set your Full name and Password.

Once you click on Weiter, you are logged in and see the available request types of the project you were invited to.

2. Access the main page and projects

When you are invited to a project, the first login redirects you to a page like this:

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.

4. Create 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.

After sending the request, you are automatically redirected to the ticket:

5. Work with tickets

You can share tickets with other customers and organizations, change the status of the ticket, 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 three ways to find articles in the customer portal.

On the main page, by using the search box. When you start typing, the Service Desk loads three articles related to what you are searching for.

By clicking on the magnifying glass on the top right. This icon appears when you are not on the main page.

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While creating a ticket. When you type something in the Summary field, it shows three articles related to the text you just added.

7. Find tickets

There are two categories that we can split the requests in the customer portal. On the top right, click on Requests.

Tickets 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.

Tickets where you are a participant. If your teammate shared the ticket with you, click on Requests>Created by me or Requests>All>filter the tickets where you are the participant.

8. Manage the columns on your requests list

It is now possible to change the order of the columns on the requests page. Click on Requests and select the preferred filters. On the upper right side, find the icon, click on it, and select Manage columns.

Once you do that, you can drag and drop the fields to organize and also remove those you don’t need:

There are other fields available, such as Created date, Updated date, Due date, Assignee, and Priority but only the administrator can add those fields.

9. Features not available in the portal

Edit issue.
Delete images and comments.
Delete issues.
Advanced searches using JQL.
Online chat.
Ability to view the email addresses of the assignee and participants.

Hope this article helps you understand how Gini Service Desk works.

1. Invitation and first login