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5.2. Using the online service portal

Our online service portal allows customers to submit and track their own calls, search useful FAQs and view news and updates.

Submit a new support call

Visit http://www.cituk.co.uk/helpdesk/ to submit a new service ticket. Fields marked in green are mandatory and must be completed.

— Enter your contact details including your name, email address and the best number to reach you on.

All of your tickets will be collated using your email address. It will also become your nominated username should you wish to login to the portal to view your tickets in the future.

— Tell us if your request is urgent or not urgent.

— Select a request category. For technical support and general requests, please select 'Helpdesk Support'.

— Type in your company name

— Tell us which product or software application your query is about. For example, it could be Microsoft Office or your MacBook Pro.

— If your computer has a serial number then please enter it into this field. If you know your TeamViewer ID, this may also be used.

— Finally tell us the nature of your problem or query. Please try to provide as much detail as possible.

Once you're ready, type in the security word and press on 'Submit Request'.

You will now receive an email confirmation along with your ticket reference number. Please check your junk folder if it doesn't appear in your inbox.

You'll also be provided with an access key which provides you with direct access to a specific ticket from the portal.

Updating your ticket from the portal using an access key

Your access key provides direct access to a specific request. Simply visit http://www.cituk.co.uk/helpdesk, click on 'check on an Existing Ticket' and enter your access key and click on 'Check'.

On the following page, you can update the request with further comments and view the full history of the ticket.

Updating your ticket from the portal using your login credentials

To access all of your open and historic tickets, we recommend that you create an account password. Your username is your email address, so please ensure that you use the same email address whenever you raise a new request.

To create a password, click on 'Check on an Existing Ticket' from the helpdesk menu. Enter your email address into the email field and then select 'create or reset my password link'.

You'll receive an email with a reset password link.

Click on the link to generate a new password. This will be emailed to you separately within the next few minutes.

We recommend that your password is changed when you first login. Follow these steps to login to the service portal with account credentials:

— Visit http://www.cituk.co.uk/helpdesk and select 'Check on an Existing Ticket'.

— Enter your email address and password and click on 'Login'.

You'll now see your request history with all open and closed tickets associated with your email address.

To update a ticket, simply click on the ticket reference number on the left-side column. Tickets that were previously closed will be automatically reopened when you provide an update.

You can change your password at anytime by selecting the 'Change Password' link at the top of the list. Enter your new password and confirm before clicking on the 'Save' button.

If you should have any questions regarding the service portal, please contact us on 01530 272727 and press option 1.