Service Desk Portal - User Guide
The Service Desk portal allows you to raise a ticket to BSO to report issues, request services and search for self-help knowledge articles.
The Service Desk Portal acts as a platform for everyone at Blooms The Chemist to engage with BSO.
What can I do in the Service Desk Portal?
Report an issue ‘It’s Broken’
What is an issue?
Something that was working before that is no longer working as intended.
Examples:
- Cannot sign into Engage
- Printer Jammed
- Error messages
NOTE: If the issue is urgent, always ring 1300 780 785
Request a service ‘I want something’
What is a request?
When you want to procure something that you don’t have in the first place.
Examples:
- Add Customer Loyalty Points
- Submit a LAM request
- Pricing or ordering enquiries
Self-help Knowledge Articles
What are Knowledge Articles?
Easy to follow guides that provide you with information and steps for troubleshooting issues and providing a quick resolution.
Examples:
- How to Adjust min/max in POS
- How to add new services to the booking system
- How to create a CSP Special
How to 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:
How do I report an issue?
- On the homepage, select Report an Issue
- Enter the following:
-
Subject: Brief description of the issue that will help us identify what is relates to
-
Business Service: What service is impacted
-
Description: Please provide as much information as possible that will help us resolve the issue quickly for you. Examples:
- I cannot sign into engage. When I try to log in it says my account does not exist but my RM invited me. My email address is Joe.Bloogs@blooms.net.au and my phone number is 0400 000 000.
- There is an item in POS with a sale price of $5.99 but when I scan it at the till it’s $4.99. The Item ID is 2345 and the Product Description is Nivea Sun Cream 50ml.
- We have an issue with one of our phones. We are with Ring Central. It’s only one phone in the back office. We cannot hear the person on the other end, but they can hear us.
- Click Submit
How do I raise a request?
- On the homepage, select Request Something
- Browse through each department to see the available services
- If what you are looking for doesn’t exist, please navigate to general > Raise a Service Request and we will add a new tile.
- Please provide as much information as possible and attach any relevant files/screenshots.
- Select Place Request.
How do I find Knowledge articles?
- On the homepage, select Find Answers
- Browse through the categories or use the search bar at the top
NOTE: Self-help articles and videos are also available on Engage. If there is a self-help article you would like added, please let us know.
What if I don’t know what I’m looking for?
Use the search bar on the home page. Enter a key phrase and you will be given an option to raise an issue, request a service or a knowledge article.
I have raised a ticket, how do I see its progress or add notes?
All ticket updates will be emailed to the person that raised the ticket. (If you raised it under the store account, updates will go to the store email address)
If you think you may have missed an update or would like to add some extra notes to the ticket, on the home page select My Tickets
From here you can see all the tickets raised under your account. Select them to see updates or add a reply.
