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Sagewood Ticketing Portal

Posted
Updated
ByMichael Cudjoe

Accessing The Client Portal

The client support portal can be accessed in several ways.
  1. From the Sagewood Technical Services Website: Sagewoodtech.ca
  • Click on Support
  • Click on “Open Ticket Portal”
  • Log into the portal with the username and password provided
2. Access the Ticket Portal from your desktop tray.
Look for the Sagewood Logo in your system tray (bottom right hand on your desktop for Windows users. Top right for Mac users)
Right-clicking on the icon will bring up a menu from which you can select “Create Ticket”

The Client Portal Dashboard helps customers manage their activities in the system. Dashlets include:

  • My To-Do List – A place to set reminders. For example: check on certification for site installation. Enter text, then click the calendar and set the date, or simply enter the word tomorrow.
  • My Notes – A quick summary of thoughts or ideas that you don’t want to forget during the day.
  • News – Company news.

Removing My To-Do List Items

The user can remove items in the My To-Do List by clicking the red X in the Already Done tab and clicking on the red X. The user can reset the My To-Do List by clicking the yellow arrow if an item was completed by mistake.

Deleting

The user can simply erase My Notes by highlighting the words and selecting delete on the keyboard.

My Tickets

Client Portal > My Tickets

The My Tickets page manages tickets assigned to you as the Contact Person of your customer organization. If you create a new ticket using this page, the ticket is assigned to you as the customer Contact Person by default.

When you open an existing ticket:

  • The Ticket View displays the general properties of the ticket.
  • You can also click Add Note to add a note for support to read.
  • You may also see notes about this ticket for you, as the customer contact, to review and possibly act on.

Quick Tickets

Security roles have a Client Portal option called Quick Tickets. When checked in a security role, customers are presented with a simplified page layout when adding new tickets. If unchecked, customers are presented with the same page layout that employees see.

Creating a New Ticket

  1. Select the Client Portal > My Tickets page.
  2. Click New.
  3. Enter the following in the Quick Add Ticket page.
    • Site
    • Ticket Type
    • Priority
    • Issue Type
    • Sub-Issue Type
    • Affected Hardware Asset
    • Affected Software Asset
    • Attach File
    • Title – A one-line summary of the issue.
    • Details – A longer description of the issue.

My Settings

Client Portal > My Settings

The My Settings section enables you to personalize your PSA client portal experience.

  • Sets your PSA photo.
  • Displays your personal ticket counts.
  • Stores your personal information and contact information.
  • Changes your password.
  • Sets your default landing page when you log in.

Reviewing My Settings

  1. Select the Settings > My Settings page.
  2. Review the Personal Information tab.
    • Reset (Photo)
    • Select Photo – jpg, jpeg, png, gif
    • User Name
    • E-mail
    • First Name
    • Last Name
  3. Optionally change your password using the Change Password tab.
    • Old Password
    • New Password
    • Confirm New Password
  4. Optionally change the default landing page using the Preferences tab.

My Messages

Client Portal > My Messages

Customer contacts can use the My Messages page to send and receive messages with PSA support personnel and other customer accounts contacts. These messages are not linked to tickets.

When you receive new messages from support personnel, you will see an envelope icon with a count of unopened tickets in the upper left-hand corner, indicating messages are waiting for you.

Actions

  • Compose Message – Creates a new message.
  • Reply – Replies to received message.
  • Archive/Archived – Move selected messages to the Archived folder.
  • Delete – Deletes selected messages.
  • Inbox – Moves selected messages to the Inbox folder.
  • Starred – This folder lists messages that have the star toggled on.
  • Save/Draft – Saved unsent messages are stored in the Draft folder.

Tickets

Client Portal > Tickets

The Tickets page manages all tickets in your customer organization, regardless of the customer contact person assigned to the ticket.

Contracts

Client Portal > Contracts

The Contracts page enables you to view all active contracts in your customer organization.

Contact Information

  • Contact Name
  • Contract Type – Time & Materials, Recurring, Fixed Price, Retainer by Amount, Retainer by Hours.
  • Reference Number
  • Start Date
  • End Date
  • SLA
  • Setup Fees
  • Contract Status
  • Default Contract
  • Billing Cycle – Applies to recur and retainer by hours contracts.
  • Contract Billing Price – Applies to recurring, fixed price, and retainer by amount contracts.
  • Bill Amount – Applies to fixed-priced contracts.
  • Remaining Amount – Applies to fixed-price contracts.
  • Consumed Amount – Applies to the retainer by amount contracts.
  • Description
  • Billing Information
  • Contract History – Applies to recurring contracts.
  • PrePaid Hours Summary – Applies to the retainer by hours contracts.
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