EFS End User Guide for the Ticket / Support System

Registering and logging in to the help desk

To submit and then track your support requests, you need to sign up and create a user account at support.efulfillmentservice.com. We just need your name and email address and then we'll verify your account.

How to sign up

  • Select the Sign In Link (located in the top right corner) and you'll see the sign up page.

  • If you have ever emailed into our help desk at support@efulfillment.zendesk.com then we have already created an account for that email address for you. Just click the 'Get a Password' Link to verify your email and get your password.

  • If you haven't emailed Support yet then you need to create an account by clicking the 'Sign Up' link.

You'll receive a welcome email at the email address you entered in the sign up form. Click the link in the email to create a password and log in to the help desk.

If you receive the following message that means you have an account set up already.  If you don’t know your login or password click on the “regular login” link and then click “Get a Password” or "Forgot my Password" 

 

About your password

You'll be prompted to enter a password of a certain length and complexity based on the help desk's password security requirements. Once you create a password, you can log in and start using the help desk.

You can always change your password later by logging in to the help desk and updating your user profile (see Changing your password).

If you forget your password, just click the 'Sign In' link (located in the top right corner) and then select the 'Forgot my Password' link. You'll be prompted to enter your email address (it has to be same address you used to sign up) and you'll receive an email that contains a link to create a new password.

  

Changing your password


You can change you password at any time by logging in to the help desk and updating your user profile. To change your password

 

  1. Log in to the help desk.

If you've forgotten your password, you can request to have your password reset by clicking the Help! I don't know what to enter here! link on the login page.

  1. After you've logged in, select the your name (in the top right corner).

  2. To change your password, click Change Password. 

  3. You'll be prompted to enter your current password and then a new password.

  4. Click Change Password. 

Searching the knowledge base for answers

Others may have already experienced the support issue you’re having and there may be a knowledge base article describing how to deal with it. If so, you may not need to request support at all, just locate the answer in the knowledge base.

The main page of the site allows you to search or browse our knowledge base articles as well as posts from other clients. (If you aren't on the main click the eFulfillment Service logo in the top left corner and it will take you to the main page.)

  1. The search box is at the top of the page. Enter words that describe your issue. Be as specific as possible.

  2. Knowledge base articles that contain those words appear. You can then read the articles to see if your question has already been answered.

  3. Some articles allow you to add comments. If you have a related question, scroll to the bottom of the article and then click Add a comment. You may receive an answer to your question from a support agent or another customer. When you add a comment to an article, you are subscribed to it and updates made to the article are sent in email so that you are immediately notified.

Creating your first support request

Once you've signed up, you can submit support requests. You can request support using the support form, by sending email, and by using the Feedback Tab.

Submit a support request using the support form

 

If you can't find an answer to your question in the knowledge base, you can open a new support request.

How to request support via the web form

  1. Select Submit a Request from the menu bar. 

  2. Enter a description of your support issue and enter all other required information.   

  3. Click Submit.

You also have the option of adding attachments to your support requests. When you're filling out the support form, click Add file.

You'll receive a confirmation email shortly after you submit your request to confirm that it has been received. Once an agent is assigned to the request and they have an update for you, you'll receive another email. You and your agent can then communicate back and forth by replying to the most recent email or by logging into the support site and going to the My Activites section.

Submit a support request by sending an email message

You can also request support by sending an email directly to the support email address support@efulfillment.zendesk.com. Just create a new email message addressed to the help desk, add a subject, and then describe your support issue in the text of the email.

You can add an attachment using your email application.

Sending a support request via email is the same as filling out the web form; you'll receive a confirmation email and then a follow-up email from the support agent assigned to your request.

PLEASE NOTE: You need to send the email from an account that's already been added to your user profile. If you don't, a new, separate user account is created. A support agent can merge the new account into your original account if this does happen. Create a support request if you need your accounts merged.

You can track all your requests, no matter how you created them, by logging in to the help desk and selecting My Activities.

Request support using the Feedback Tab

Another option for creating a support request is to use the Feedback Tab, which is located on the side of the browser when your logged into your FCP (fulfillment control panel) account located at fcp.efulfillmentservice.com.

When you click the tab, a new window opens prompting you to search for the answer to your question.

Once you click search a window will open showing you all the articles that match your search.  If none of them provide you with the solution you are looking for, or if you need to still contact support click the link at the bottom and you can create a ticket directly from here.

 Once you click 'None of these are helpful - get in touch' then you will be provided the standard web form to submit your request.

Tracking your support requests

As a registered user of the help desk, you can log in and view all your support requests. When you're logged in, select My Activities. 

 

You will then be provided a screen that you can view your activities, which include All you Requests (tickets), your contributions to the community articles, as well as any articles you have subscribed to / followed for updates.

Also, under Requests you can view either just your requests or ALL requests submitted by other members of your organization.  You can check here to see if someone has already submitted a Request for the same issue and you can also view updates or add any additional information you may have.

The list is a table that shows the request ID, the request subject, the date you made the request, the last activity, and the status.

To see the details of a support request, click its subject.

You can sort the list by clicking on any of the column headings. For example, if you want to view all your requests grouped by their status, just click the Status heading.

Statuses are used to indicate steps in the process of resolving your support request.

New means that the request was received but that it has not been opened and assigned to an agent. The New status can also indicate that the support team is evaluating it to determine who should be assigned to resolve it.

Open means that the request has been assigned and is now opened and your agent is working to resolve it.

Pending means that the assigned agent has a follow-up question for you. The agent may need more information about your support issue. Requests that are set to Pending remain that way until you respond and provide the information the agent needs to continue resolving your request.

Solved means that the agent has resolved your support issue. You can reopen solved requests for 2 business days after they have been solved (see Reopening a solved request). After that they can’t be reopened. You can however create a follow-up request for a closed request (see Creating a follow-up request for a closed request). 

Rating the support you received

When your support request has been solved, you may be asked to rate the support you received. If you're asked, you'll receive an email soon after your support request has been set to Solved.

You have two options for rating the support you received, as shown here:

When you click either of the links, the satisfaction rating page is displayed in your web browser. You can then also add a comment explaining your rating, if you'd like.

You can change your rating until the request is closed. Requests are usually closed several days after they have been set to Solved. If you rate your support as Bad, I'm unsatisfied you may be contacted again by the agent to see if they can do something to improve your experience.

You can also rate your solved requests by logging in to the help desk and viewing your existing support requests.

How to rate requests (or change a rating) in the help desk

  1. Log in to the help desk and select Check your existing requests.
  2. Select the View your recently solved and closed requests link.
  3. Select a solved (but not closed) request that you want to rate.
  4. Select either Good, I'm satisfied or Bad, I'm unsatisfied.
  5. Enter a comment if you'd like and then click Save My Rating.

Reopening a solved request

Soon after a request is solved it is closed, meaning that the request cannot be reopened (you can however create a follow-up request to a closed request, see Creating a follow-up request for a closed request). While the request is solved and not closed, you can reopen it by adding a comment to it.

How to reopen a solved request

  1. Log in to the help desk and select My Activities.
  2. Both solved and closed requests are shown in the list. Select the solved request that you want to reopen.
  3. Add a comment to the request explaining why it's not resolved.
  4. Click Submit.

Doing this reopens the request and the assigned agent will contact you for more information if needed and attempt to resolve the request again.

You can also reopen a solved request using email. Just reply back to the email notification you received that informed you that the request was solved.

Creating a follow-up request for a closed request

While you can't reopen a closed request, you can create a follow-up request to a closed request. Doing so creates a new request that references the closed request. Your support agent can then refer to the closed request for background information for your new request.

How to create a follow-up request for a closed request

  1. Log in to the help desk and select My Activities.
  2. Both solved and closed requests are shown in the list. Select the closed request that you want to create a follow-up request for.
  3. Select Create a follow-up.
  4. A new follow-up support request is created. Enter all the required information and click Submit to create the follow-up request.

You'll receive an email message confirming your new support request.

Viewing and searching your organization's requests 

If your user account belongs to an organization, you can view all of the support requests from all other users in that organization.

You can view and possibly add comments to the support requests of other members of the organization to which you belong. This provides everyone in the organization with insight into shared support issues. By checking your organization's requests, you may find that someone else has already reported a support issue that you’re having. If so, you may not need to create a support request yourself. Instead, you can follow the request to its resolution.

How to view your organization's support requests

  1. Log in to the help desk.
  2. Click Your Name > My Activites.
  3. Click Organization Requests
  4. All of your organization's requests are displayed. To view a request, click its title. You can also search requests for specific words and keywords (see Searching support requests) below.

To sort the list by any of its columns, click the title of the column. For example, you can sort the list by priority by clicking Priority. 

Adding comments to requests

You may be able to add comments to your organization's requests. You might do this if you're having the same issue and have some additional information to provide. Just select the request and add your comment. Your user account is not then associated with the request. In other words, you won't be notified when updates are made to the requests.

Searching support requests

You can search all of the support requests in your organization. You can do this either by simply searching for words that might be contained in requests (for example "can't login") or you can search using the properties in a support request. For example, you can search for all requests that have a Priority of High. 

The following table describes the keywords you can use to search properties in support requests. You can use these in combination with search operators such as less than (<) and greater than (>). For more information about these search operators, see Search operators below.

 

Keyword Description
Request ID To search for a request by its ID number, just search for the number.
233
created The date you created a support request.
created:2011-05-01
updated The date of the most recent update to a request.
updated>2011-05-15
solved The date the request was set to solved.
solved<2011-06-01
assignee The name of the agent assigned to the request. You can search for people using a partial name, their full name, or their email address:
assignee:susan
assignee:"Susan Warren"
assignee:"susan@somedomain.com"
requester The person who made the support request. You can use this to quickly locate all your requests or the requests of other people in your organization.
To search for all your requests, use this:
requester:me
You can search for other people's requests using a partial name, a full name, or an email address.
subject The text in the request's subject.
subject:"upgrade account"
description The text in all the request's comments.
description:defective
status New, Open, Pending, Solved, Closed.
status<closed
For an explanation of what these statues mean, see Tracking your support requests.
ticket_type Question, Incident, Problem.
ticket_type:problem
priority Low, Normal, High, Urgent.
priority>low
commenter People who have added comments to requests. A commenter can be yourself, another person in your organization, or a support agent.
To search all requests that you added comments to, use this:
commenter:me
You can search for other people's requests using a partial name, a full name, or an email address.
cc People who have been CC'd on requests.
To search all requests that you have been CC’ed on, use this:
cc.me
You can search for other people's requests using a partial name, a full name, or an email address.

Search operators

The following search operators can be used to build your search statements.

Operator Description
: The colon indicates that the given field should equal the specified value.
status:open
< Less than.
status<closed
> Greater than.
priority>normal
" " Double quotes. This is referred to as a phrase search and returns the exact words in the exact order.
subject:"Please upgrade my account"
- Minus sign. This is used to exclude a word (or property value) from a search. For example, the following search statement excludes an agent from the search results:
status:pending upgrade -account
+ You use the plus operator to indicate that you only want results for the word or words you're searching for (in other words, an AND search). For example, if you wanted to search for requests from users that want to upgrade their account, you can use a search statement like this:
+upgrade +account
This search only returns results for requests that contain both of those words. In other words, both are required.
* The wildcard operator is useful when you want to search various forms of a word. For example, searching for photo* returns results that would include photography, photographer, photograph and any other words that began with 'photo'.
However, because of the performance issues involved with doing wildcard searches, unqualified wildcard searches are not currently supported. In other words, you need to use a property keyword to make your search specific to the data you're trying to locate.
subject:photo*
 

Ordering and sorting request search results

Search results can be ordered and sorted using the order_by and sort keywords.

You need to use both of the keywords together in a search statement, as in this example:

status:new order_by:updated_at sort:asc

Here are the valid sorting and ordering keywords that you can use:

  • sort:asc

  • sort:desc

  • order_by:priority

  • order_by:status

  • order_by:ticket_type

  • order_by:updated_at

  • order_by:created_at

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