EDARATCLOUD
SERVICE DESK

USER GUIDE

TABLE OF CONTENTS 
1.  INTRODUCTION
1.1 WHAT IS THE SERVICE PORTAL?

Edarat Cloud Service Desk is a comprehensive Help Desk platform that allows Edarat Group’s customers to access the Service Portal console.
This guide introduces the Service Portal and helps clients become more comfortable working within the Portal.
The Service Portal helps users log incidents, make service requests, find detailed answers to their most frequently asked questions, and move through an intuitive interface.
The Service Portal will let users perform a handful of actions, such as submitting a new incident or service request and checking the status of their ticket.

It is important to note that support cases are configured and implemented based on the SLA contract signed between the customer and Edarat Group.

1.2  ACCOUNT ACTIVATION

User will receive an email from Edarat Group to activate the account of the requester:

 

1.3  ACCOUNT LOGIN

User will receive an email from Edarat Group to activate the account of the requester:

www.servicedesk.edaratgroup.com

2. NEW TICKET SUBMISSION
2.1 SUBMIT A NEW TICKET OR INCIDENT

The New Ticket menu on the Service Portal lets you create a new incident within Edarat Group Service Desk.

2.2 NEW TICKET DETAILS

To ensure time-efficient resolution, provide as much information as possible in the New Ticket window.
This decreases back and forth correspondence that can slow down resolution time.

3. TICKET MANAGEMENT
3.1 TICKET CATEGORIES

There are 4 Categories of new tickets to choose from:

  • Subscription Management
  • Scalability & Billing
  • Technical
  • Others

3.2 SUBMISSION GUIDE
  1. Specify the Category and the subcategory
  2. Elaborate in the description field
  3. Attach print screens if available
  4. Specify the priority of the request
  5. Click on “Create” the ticket.

3.3 TICKET FLOW DIAGHRAM
4. CATEGORIES DIAGHRAM
4.1 SUBSCRIPTION MANAGEMENT

4.2 SCALABILITY & BILLING

4.3 TECHNICAL

5. TICKET FOLLOW UP
5.1 TICKET STATUS

User can follow up on the progress of created tickets and interact with Edarat’s team by clicking on “My Requests” section on the home page.

5.2 EDIT OR UPDATE TICKET
After selecting the correspondent case, the user can add or edit specific details related to this ticket and attach documents or pictures, before submitting the update.