Using your Diamond IT Customer Portal

How to use your Customer Portal home page

Your Customer Portal home page has a range of easy-to-use features, including:

  • Create a Ticket – Create a detailed support request ticket to submit to the Diamond IT team for action.
  • View Your Tickets – View the history of all your active and inactive support tickets.
  • Announcements – Keep up-to-date with notifications about known service issues, current technology news, emerging cyber security threats and more. 

Fig 1: Diamond IT Customer Portal – Home Screen

 

How to submit a support ticket in your Customer Portal

  1. Select “Create Ticket” from the Customer Portal home screen or “My Tickets” in the navigation bar. Provide both a short and more detailed description of your current IT issue or request in the appropriate fields as below.

Fig 2: Diamond IT Customer Portal – Create a ticket – Step 1

2. Select an urgency rating from the “Urgency” drop-down. For example, a password reset request may have an urgency rating of “3 – Medium”, whereas an internet outage support request may have a “1 – Critical” or ” 2 – High” urgency rating.

Fig 3: Diamond IT Customer Portal – Create a ticket – Step 2

3. Select the scale of the impact of your support ticket request from the “Impact” drop-down. For example, a password reset request may have only a “4- Minor” impact on your business, whereas an internet outage support request may have a “1 – Extensive” or ” 2 – Significant” impact on your business.

Fig 4: Diamond IT Customer Portal – Create a ticket – Step 3

4. Select your current work site by accessing the “Site” search function and selecting the appropriate office location, before hitting “Select” to finalise. If you are working remotely, please select the site that you would usually work from.

 

Fig 5: Diamond IT Customer Portal – Create a ticket – Step 4

5. Select whether your support ticket request is a “Service Request” or an “Incident” from the drop-down.

A Service Request is defined as a request for information, advice, a standard change, or access to a service. For example, a service request might be “please reset my password” or “please create a new user”. 

An Incident is defined as an unplanned interruption to IT service, reduction in the quality, or failure of an IT service or device. For example, an incident might be “my device will not power on” or “I cannot access an application”.  

 

Fig 6: Diamond IT Customer Portal – Create a ticket – Step 5

6. Attach any supporting documents or files if applicable by selecting “Choose Files” and selecting the appropriate file from its desktop location. Select “Open”.

Fig 7: Diamond IT Customer Portal – Create a ticket – Step 6

 

7. When all details are complete and documents, attached if applicable, hit the “Submit” button at the bottom left of the screen. Your ticket will then begin processing to be actioned by the Diamond IT team.

Fig 8: Diamond IT Customer Portal – Create a ticket – Submit

8. Once your ticket has been processed, you will be directed to a screen similar to the one below where you can review details, add comments, or mark your ticket as closed.

Fig 9: Diamond IT Customer Portal – View your ticket 

 

How to view all active and inactive support tickets

  1. To view all active and inactive tickets, select “My Tickets” from the navigation bar. Here you will find a listing of all past and current tickets you have submitted. Click on any ticket ID to expand for a full view of the ticket.

Fig 10: Diamond IT Customer Portal – View all tickets

 

How to access Diamond IT Knowledge Base Resources

  1. Go to your Customer Portal Home Screen. Go to the top right-hand corner of the tool bar and click ‘resources’ option.

Fig 11: Diamond IT Customer Portal – View Resources Option

2. Then click on the wording ‘General Knowledge Base’.

Fig 12: Diamond IT Customer Portal – Resources Area

3. Here you will find a list of ‘How To Guides’ for your use and convenience. You access each one by clicking onto the ‘component’ title (links in orange) and follow the steps as provided in the guide.

Fig 13: Diamond IT Resources Area – General Knowledge Base List

NOTE: Should you not be able to resolve your IT issue, you will find a ‘Create Ticket’ option to the right-hand side of the screen which you can select to take you through to log a ticket with our support team.

Fig 14: Diamond IT General Knowledge Base List – How to Change Your Microsoft Office Theme

4. When raising a ticket, resources from the Diamond IT Knowledge Base will also show up (as below) that relate to the key words of which you type into your ticket description box. At this time, you can stop creating the ticket and review the offerings suggested to you, as your solution may be within one of these handy How To Guides.

 

Fig 15: Diamond IT Customer Portal – Creating a ticket.

 

Our team are here to support your use of the Diamond IT Customer Portal. If you have any questions or concerns, please don’t hesitate to contact us on 1300 307 907.

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