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Uniface Service Desk User Guide



User Manual


Where to find the USD customer Portal

Two ways to get to the portal:

1) point your favorite web browser to: https://www.uniface.info/

Select here from menu 'Support' menu item: 'Call Tracking'


2) The Uniface Service Desk Customer Portal can be directly found at https://support.uniface.info/





How to logon for the first time

Before you will be able to logon to the Portal, your email address should be known to Uniface Service Desk. 

If you are in doubt as to weather this is the case, try the following first.

  • Select on the Logon page "Forgot Password?" link.
  • Type in the Email field, your Email address as used by your email system.
  • Select "Submit" button.
  • After a few minutes, you should receive an email on the given address with a link to reset your password.
  • (Please check your spam folder in case you have not received it)
  • If you have not received this email after 15 minutes, you have two options:
    • Go back to the log in page and select the Register link.
      Fill in the Registration form and Register.
      AND Send an email to Uniface.technical.support@uniface.com to request access to Uniface Service Desk.
      Please provide your full name, company name, email address and Uniface customer number.
      Access to Service Desk can ONLY be granted on company owned email addresses.
    • Or Send an email to Uniface.technical.support@uniface.com to request access to Uniface Service Desk.
      Please provide your full name, company name, email address and Uniface customer number.



How to raise a Service Request

After logon to USD, you will get the following screen:

Please Select here the most relevant link to your issue,

and fill on the next page all relevant information.

Please be aware of the hints given at the top of the pages, to help us getting all relevant information at call creation.




Where to find my Requests

At the top of the page in the menu bar, you will find the word "Requests" 


Select now the menu item "My request".



Where to find all my Company Requests

If you do belong to a company and being registered in USD as member of this company, you can see all the cases that are reported by members of your company.



Selecting "Requests", will then show your company name in the Menu item. In the above screenshot it is "TestOrganization".

By selecting the organization you belong to, will show all the reported issues for your company.



How to participate / follow progress of a call made by a colleague.

Find the Support request made by this colleague with the use of option "Your-Company-name" in the Requests menu.

Open this request by clicking on the UFC number.


Now you can use the "Get notifications" link to enable receiving of notifications regarding this issue.

If you want to Share this issue with other Colleague's in your company, you can invite them by using the "Share" Link.



FAQ


I do not want Email Notifications of case updates.


When a Support Request has been made and with any case update, you will receive an email notification of this event.

In the email you will receive, you will find a link "Turn off this request's notifications" . 


Using the link in the email, you will be redirected to a web page showing the following message:

And you will NOT receive any update notifications by email when there has been activity in this Support Call!

You can also go in the Uniface Portal at https://support.uniface.info/ Select menu Requests - All Requests, Select the Support Request

you want to have the notification switched off and use Don't notify me link.


This means that whenever Customer Support has made an update to your issue, you will not be notified by email about it.

You will have to open your case in the portal to see if and what is being updated in the call.



I do not get Email notifications of case updates anymore


One of the reasons you will not get case updates could be that you have switched off the case updates notifications.

To re-enable the case update notifications, you will have to logon to the USD portal at https://support.uniface.info/ 

find your case by selecting menu item Requests - My Requests.

Select now the link Get notifications 

To re-enable the notifications for this case.




Notes

  • Case updates made by Uniface Support, will be shown in the portal and notification email of this update will be sent.
    When response is required from you on the case update, preferably this is done through the portal.
    However, a response can also be done by replying on the notification email mentioned above.
    When you reply on the notification email please DO NOT Inline edit in the original e-mail. Only add comment above the “Reply above this line”  message line in the mail!
    Information added or edited under the line “reply above this line” in the original text of the email will get lost and NOT added to the case. 
    This is because Service Desk strips off the original e-mail contents to make the comments readable.
  • Requests for access to Service Desk can ONLY be granted on your company email address.



Version 1.5  Uniface B.V. 2018

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