Using the Devnext Service Desk
- Jason Reel (Deactivated)
Welcome to the Devnext Service Desk!Â
The service desk is a self-service tool that allows users to search for helpful articles and enter and follow up on support tickets to Devnext. Each project will have it's own portal and users will only see projects that they should have access to use.Â
https://devnext.atlassian.net/servicedesk/customer/portals
Gettings Access:
In order to get into the service desk, a user can simply request access from Devnext (support@devnext.net). Once invited users will receive an email invitation with a link where they can create a user.
Users can then create their password and proceed to the service desk.
Navigating the Service Desk:
When users open the service desk they will see a number of important areas. Users can create new tickets or review their own tickets (or the tickets for their territory).
Searching for Help:
Users can use the magnifying glass icon to search the help database where they will see any related help articles. If none of the help articles address what is needed they can opt to create a new ticket from the prompts below.
Creating Tickets:
If the help articles don't address the user's concern they can create a ticket by choosing one from the list of types.
Once a type is selected the user simply needs to enter as much detail about the problem as they have so Devnext can help.
Reviewing Tickets:
Users can click on their user icon and select "Created by me" to get a list of their own help tickets. This allows them to check on the status or make a comment on an existing ticket.
