Using the Kayako Self Service portal

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Introduction

As of August 2014, the Frog Service Desk have introduced a new ticket system to track customer queries, bugs and requests for change (RFCs). We hope that Kayako will enable us to deliver world class service to our schools and make it easier for our schools to interact with the Service Desk.

All school details and tickets will be transferred so don't worry that any of your legacy data will be lost.

A brief user guide of the new ticket system follows below. If you have any questions or problems with the new system please let us know on 01422 395939 or servicedesk@frogeducation.com.

Accessing the Self Service Portal

The self service portal can be accessed through any browser using the URL https://servicedesk.frogeducation.com/servicedesk/.

The ticket system should work across all browsers without issues but most of the Service Desk team are using Google Chrome.


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Logging In

To log into the self service portal enter the email address you use to log tickets for your school. If this is the first time you have used this system we recommend using the Lost Password link to send a reset password email message to your account.

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If you are having problems receiving or validating this email please contact the Service Desk on 01422 395939 as we may not have the most up to date email for your account.

When the reset password link has been sent to your email, select it and add a password to your account. You should now be able to log into the portal.


Home Page

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The first page you see when you log into Kayako is your user profile. Here you can update your general information including your email accounts.

You can use the options on the left hand menu to update details about your school, your personal preferences for Kayako and to change your password.


Tickets

My Tickets

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The My Tickets menu option will show you all tickets that you have logged with the Service Desk. It will display the date and time of the latest update, the team member who has replied, the type of issue raised and the status of the ticket.

By default the system will hide tickets that are resolved and closed. If you wish to view your historical tickets select the button to View Resolved Tickets and the closed tickets will appear in the list.

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Replying to a ticket

To view more information on each ticket select the title to view all replies on the ticket. When in this view you can also add a reply to the ticket to reopen it.


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Don't forget you can also reply to a ticket by email using the servicedesk@frogeducation.com address.


Submitting a new ticket

To submit a new ticket, select the Submit a Ticket option on the menu bar.

Select Service Desk as your department and select Next >>

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Fill in the relevant fields and submit your ticket.

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Please note that some fields available on this screen may change over time.


Knowledgebase

The Knowledgebase will contain articles outlining common "How Do I" questions. This Wiki will continue to run alongside the Knowledgebase in the ticket system for the time being.

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News

The News section contains any recent communication from the Service Desk. It is possible to subscribe to the News section by RSS feed.

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Troubleshooter

The Troubleshooter allows users to walk through some common issues with various areas of the Frog platform and may allow users to resolve issues without contacting Frog Service Desk.

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