Support Portal User Guide
Sharaf Retail Helpdesk – Ticket Creation Guidelines for Requesters
Raise Service Request or Ticket to resolve issues through Service Portal
Service Request via Helpdesk Portal: Requesters can raise a ticket or submit a service requests by visiting the Helpdesk service portal:
https://sharafretailllc.freshservice.com/support/home
Steps to Request a Service:
- Log in to the Helpdesk service portal using your official email address, click on login through SSO.
- Upon login, you will be directed to the home page (see Figure 1).
Figure 1
- Click on "Create a Ticket / Request a Service." (see Figure 2)
In below illustration the requester wishes to raise a Desktop Support Ticket, clicks on Desktop Support, tile.
Figure 2
- Select the appropriate Service Request Tile. (see Figure 3)
Figure 3
- Enter the required details and submit your request. (see Figure 4)
Figure 4
- Click on Place Request:
A background workflow will then automatically assign the tickets to the appropriate agents associated with the selected service.
How to Keep Track of Ticket you raised:
Through Service Portal
- On the home page, click on “Tickets I Created”
- View the list of tickets you created.
Click on any ticket.
- Click on a Ticket to Open the ticket detail page:
- Communicate with the agent:
Scroll down and reply to the agent
Thank you