Please click here for the Bboxx service desk portal - remember to bookmark this link!

Please submit all support requests through this portal.

support.bboxx.co.uk

If you have any questions or problems, please speak to your manager.

Signing In

Have a Jira account already?

Please sign in with your work email address.

Do not have an account with JIRA?

Please ask your manager to submit a ticket to the service desk to provide you with access
Once this is done you will receive an email invite to the service desk
You can the log as shown in the previous screen

Using the portal

Please do not use emails.

Please use the support portal.

Request Groups & Types

The portal has been categorized into different groups.

Please click on the group that you want to submit a ticket for.

Each group is further broken down into request types- which is shown on the right hand side.

When you click into a request type this will take you to a form to fill out in order to submit a ticket.

Using a form

The forms are very easy to use.

You will need to fill out the form according to the request type.

For example if you click on Pulse and click on Next Actions, you can see that the following information has been requested:

Summary: Please provide a clear overview of your issue.

Next Action: Please select the action that you are having an issue with.

Number of Users Affected: please give a rough estimated of how many other users are also having this issue. This will help us to determine the severity of the ticket.

The below fields is for you to provide us with an example of a user that is having a issue, in order for us to try and recreate the same issue. If there is multiple users that have this issue and you want to submit everything in one ticket please add the remaining information in the description.

Install/Repossess Date

Customer ID

CU Serial Number

Shop Technician ID

If there is multiple users that have this issue and you want to submit everything in one ticket please add the remaining information in the description.

Description: Please provide a clear description of your issue.

Attachment: Please attach any screenshots of error messages or any other useful information. Always scroll down to the bottom of the error message before you take a screenshot.

You have the option to share your ticket with your organisation or keep it private for your view only.

Checking your requests

Find your requests

You can track your support requests in the portal.

Filter your requests

You can filter tickets using the filter options.

You can select your open tickets, or you can view tickets based on the type.

If you are having trouble finding the ticket you can search for it.

Viewing a request

Status: TO DO

The information you provided is under 'Details'.

The status of this ticket is 'To Do'. This means that the support team has not started working on the ticket.

Status:

If the information is not correct, the status will change to 'Waiting for Customer' and you will need to provide more information to the support team.

There will be a comment asking for more information from support.

Status:

If the correct information has been received, the support team will process the ticket.

Status:

If the ticket has been escalated to another board, the status will change to escalated. This may be for further investigation by development or to a more relevant board for the issue.

Status:

If the ticket has been processed, the status will change to complete. This means the ticket has been resolved.

Replying to a ticket

If the status is in , you will need to add a reply using the comment box.

Knowledge Base

You can view the knowledge base by clicking on the Knowledge base link that is at the top of the page.

You can also try using the predictive text search bar to find documentation by typing your issue.

The predictive search tool also works in forms whilst creating a ticket.

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