Service Desk Portal FAQ
What is the Service Desk Portal?
The Service Desk Portal is a platform for everyone at Blooms The Chemist to engage with BSO. It allows you to raise a ticket to BSO to report issues, request services and search for self-help knowledge articles.
Who uses the Service Desk Portal?
Everyone at Blooms The Chemist Stores and Support Office.
How do I access the Service Desk Portal?
- You have a blooms.net.au email address
- Sign into Engage using your own email address
- You do not have a blooms.net.au email address
- Sign into Engage using the store email address
Once you are logged into Engage, select the Service Desk Bell icon:
I’ve raised a ticket, can I track my ‘Active’ tickets?
Yes, you can! The Portal provides you with a list of active tickets and the status for each ticket.
Will I receive a notification once my ticket has been resolved?
Yes, you will receive email notifications if the ticket has been opened, updated and resolved. If you raise the ticket under the Store account, email notification will be sent to the Store email address.
What if I’ve missed seeing the updates of my ticket?
You can go to the Portal and hit ‘My Tickets’ option to view all ‘Active’ tickets and its progress/ status.
I have raised an urgent issue over the phone, do I have to raise the issue via the portal as well?
No. When you raise an urgent issue over the phone, a member of the Service Desk Team will raise the ticket on behalf of the caller.
How do I follow up on my ticket?
The Portal provides you with a list of all ‘Active ticket’. Once you locate your ticket, you can add a note and it will be sent to the agent who’s working on the ticket.
How do I escalate a ticket?
For any escalations, you can call the Service Desk on 1300 780 785. A member of the Service Desk Team will be able to assist you with the enquiry.
Do I phone the Service Desk or use the portal to log my request?
We encourage you to raise a request via the portal. We have extensive self-help guides that can assist in answering your enquiries. However, if your issue is critical please call the Service Desk on 1300 780 785 Option 1
Do I phone the Service Desk or use the portal to report an issue?
To help us prioritise and process tickets efficiently, we encourage you to report an issue via the portal and only reserving the phone option to report urgent issues e.g. the Internet is down, etc.
Are the Knowledge articles the same as the documents in Engage?
Yes. However, the Self-help articles are designed to be a much shorter version of the document. It only presents the information that you need to know.
Can I provide feedback or complaint through the portal?
Yes, you can. Feedback or complaint will be addressed to Service Delivery Manager.
I can’t find what I am looking for in the portal. What can I do?
You can try entering a keyword in the search box. Alternatively, you can browse our catalog and under general, you will find ‘Raise a service request’ tile and submit a ticket.