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Service Desk Portal

Tuffnells / Shift Service Desk Portal.

The purpose of this document is to outline how to use the Tuffnells / Shift Service Desk.

Accessing the Service Desk Portal.

The Service Desk is available to both Staff and Customers using the following methods:

Signing into the Portal - User.

The portal is available without signing in / creating an account, however we encourage you to create an account so that you can keep track of your requests and provide updates / feedback if required to do so.

Once you have created an Account / Signed into the portal you will be able to track your tickets and view the progress of any tickets you have submitted. Our service desk team will endeavour to keep tickets up to date.

The Service Desk Portal.

Regardless of if you sign into the portal or not raising a ticket is the same process, when you browse too the web page you will be presented with the following Screen:

On this screen you can:

  • View Knowledge Base Articles
  • Raise a Ticket
  • View Existing Tickets (if Signed In)

We will look at each section individually.

Viewing Knowledge Base Articles.

We have created a selection of Knowledge Base Articles that can be used for Self Help, please have a look and go through these articles before raising a request. Articles will also be suggested when raising a ticket.

We have split the Articles into the following sections:

  • Booking Dashboard
  • EDI
  • Auto Print
  • API
  • Tracking
  • Zebra Printers

There are various articles within each section, we will add / update articles as and when new features are released.

Raising Tickets.

To raise a ticket, you simply click on the “Need to raise a request? Contact Us” Button

You will then be presented with another screen where you can select from one the options below, please select an option that is relevant to your issue where possible. Each option has sub categories.

  • General Issues
    • General Booking Platform
    • General Other
  • Dashboard Issues
    • General Booking Platform
    • CSV Upload Issues
    • Dashboard Login Issues
    • Label not Printing.
    • Label Alignment
    • Inventory
    • Contacts
  • EDI/FTP/SFTP
    • EDI
    • Label Printing
    • Label Alignment
    • General Other
  • Label Printing
    • Label not Printing.
    • Label Alignment
    • General Other

Once you have selected a relevant category you will then be presented with a screen where you can add relevant information to the ticket. Once you have filled in the information please click “Send” at the bottom of the screen

Once you have clicked “Send” you will be taken to the ticket screen where you can view / add comments. You will also receive an email confirming the ticket has been raised.

Viewing Tickets / Tracking Progress.

You can view and track progress on ticket by clicking on the “Requests” button at the top right of the Portal if you created an account for the portal, we encourage you to do so in order for you to be able to keep track of your ticket, however if you chose not to create an account you will still get progress updates via email, and you can respond to the emails if you need to add information.

Raising a Ticket via email.

You can raise a ticket via email if you choose to, however we encourage you to use the portal as this has access to knowledge base articles and will suggest articles when raising a ticket.

To raise a ticket via e-mail please email service.desk@shift.online, providing as much detail as possible of your issue in the body of the email along with contact information.

You will receive an acknowledgement email once your ticket has been processed via the portal.