# 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 (opens new window)
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:

On the top panel of any eWizard page, click .
Select Service desk.

The eWizard service desk page opens.

Select the appropriate request type:
- Product issue
- Task/Service request
- Access
- Content deployment
- Instance setup
- Suggest an improvement
- eWizard demo/training

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

Fill in the following fields depending on the request type:

:::: tabs

::: tab Product issue

Field	Action	Required
Summary	Describe a problem briefly	Yes
Priority	Select the priority for your request—critical, high, medium, or low	No
Request category	Select the required option from the list	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

:::

::: tab Task/Service request

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
Requestor category	Select the required option from the list	No

:::

::: tab Access

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
Requestor category	Select the required option from the list	No

:::

::: tab Content deployment

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

:::

::: tab Instance setup

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

:::

::: tab Suggest an improvement

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

:::

::: tab eWizard demo/training

Field	Action	Required
Summary	Summarize your training request	Yes
Description	Enter the required details	No
List of participants	Enter the list of eWizard users for training	No
Amount of trainings	Enter the required quantity	No
Instance URL	Enter the URL of the eWizard instance for training	No
eWizard interface	Select the required option from the list	No
Content type	Select content types for training	No
eWizard services	Select eWizard services for training	No
What content should be used on the training?	Select the required option from the list	No
What CRM/CLM formats does client use?	Select the required options from the list	No
Language of the training	Select the required option from the list	No
Type of the training	Select the required option from the list	No
Attachment	Add attachments, if any	No

:::

::::

Click Create to submit your request.

# View your requests

To check the list of your requests:

Click Requests in the upper-right corner.
Select My requests.

The Requests page opens.

Check the required request information.

Also, you can search for your requests or apply filters:

to select the request status—any, open or closed
to select the role in the request creation—created by anyone, by you, or where you're a participant
to select the request type

To download requests as a CSV file, click Export and select the required list of requests—all or current.

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

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