Service desk

We offer support to all customers as a part of their subscription. You can contact the eWizard Support team through the following channels:

• Jira service desk portal

• Intercom chat

• Email

• Telephone

Support requests are submitted as Jira service desk tickets. A ticket is assigned to a Support team member with the Agent role. The agent interacts with the end-user to resolve the issue. The ticket goes through particular stages and can be assigned to any number of agents until it is resolved. The agent and the end-user can add the required people as watchers or participants to the ticket. The involved agents can add public and private comments, while end-users can add comments only publicly. All the parties can track the ticket.

Create a request

To create a request with eWizard Service desk:

1. On the top panel of any eWizard page, click .

2. Select Service desk.

On the Service desk page, you can find the following:

• Request types

• My Requests

• All the tickets where I am a participant

You can use the Search field to find the required request type faster.

3. Select the request type:

   • Product issue

   • Task/Service request

   • Access

   • Content deployment

   • Instance setup

   • Suggest an improvement

4. Fill in the following fields depending on the request type:

Field	Action	Required
Summary	Describe a problem briefly	Yes
Priority	Select the priority for your request—critical, high, medium, or low	No
Due date	Set the due date to resolve the problem	No
Description/Preconditions	Enter the required details	Yes
Attachment	Add attachments, if any	No
Content type	Select the required content types	Yes

Field	Action	Required
Summary	Describe a problem briefly	Yes
Due date	Set the due date to resolve the problem	No
Priority	Select the priority for your request—critical, high, medium, or low	No
Instance URL	Enter the URL of the instance used when you encountered the problem	No
Description	Enter the required details	No
Attachment	Add attachments, if any	No
Impacted user(s)	Enter the list of eWizard accounts experiencing the reported problem	No
Requestor	Enter your name	No
Requestor email	Enter your email	No

Field	Action	Required
Summary	Describe a problem briefly	Yes
Instance	Enter the URL of the instance used when you encountered the problem	Yes
Email	Enter your email	Yes
First name	Enter your first name	Yes
Last name	Enter your last name	Yes
Country	Enter your country	No
Product	Enter the product you're having problems with	Yes
eWizard services	Select eWizard services you're having problems with	Yes
Available content type	Select content types available to you	Yes
Priority	Select the priority for your request—critical, high, medium, or low	No
Attachment	Add attachments, if any	No
Description	Enter the required details	No

Field	Action	Required
Summary	Describe a problem briefly	Yes
Description	Enter the required details	No
Priority	Select the priority for your request—critical, high, medium, or low	No
Due date	Set the due date to resolve the problem	No
Instance URL	Enter the URL of the instance used when you encountered the problem	No
Impacted user(s)	Enter the list of eWizard accounts experiencing the reported problem	No
Attachment	Add attachments, if any	No

You can select the following Instance setup types:

• Create

• Configure

• Delete

Depending on the type selected, fill in the appropriate fields.

Field	Action	Required
Summary	Describe a problem briefly	Yes
Environment type	Select the required options from the list	Yes
Instance name	Enter the URL of the instance used when you encountered the problem	Yes
Deadline	Set the due date to resolve the problem	Yes
eWizard services	Select the required eWizard services	Yes
Content type	Select the required content types	Yes
Some comments	Enter your comments, if any	No
Attachment	Add attachments, if any	No
Client is using identity providers	Select the required option from the list	No
Valid till	Set the expiration date	No
Backup time	Set the validity period of the instance backup (in days)	No

Field	Action	Required
Summary	Describe a problem briefly	Yes
How things work now?	Enter the description of the existing flow	Yes
How things should work?	Enter a suggested solution	Yes
Related channel	Select the required options from the list	No
Priority	Select the priority for your request—critical, high, medium, or low	No
Due date	Set the due date to consider your suggestion	No
Instance URL	Enter the URL of the instance used when you encountered the problem	No
Attachment	Add attachments, if any	No
Impacted user(s)	Enter the list of eWizard accounts experiencing the reported problem	No
Content type	Select the required content types	Yes

5. Click Create to submit your request.

After accepting your request, the assigned agent notifies you with the email.

View your requests

The My requests section contains the list of your requests. Click the required request to view its details.

You can also view requests in the user menu. For this:

1. Click User menu in the upper-right corner.

You can see the number of your open requests indicated on the profile icon and in the My requests section.

2. Select My requests/All requests.

On the Requests page, you can do the following:

[1]: Filter requests by status, role, and type.

[2]: Customize the filter panel with the Edit columns button.

[3]: Export the CSV file with all existing or current (filtered) requests to your device.

To go back to the Service desk page, click .

When the issue is resolved, the assigned agent notifies you with the email.