- Log in to Shockey Monkey portal by entering your email address and password.
- Click on Support tab.
- Review your Support Requests by using the light blue filtering buttons at the top of the support queue:
- Create New: open a new Support Request on behalf of a client.
- Support Requests: see all Support Requests, based on your Role and access level.
- New Requests: see only tickets with a New Status.
- Urgent Requests: see only tickets that are marked Urgent priority.
- Resolved Requests: see only tickets that are Closed.
- Assigned to Me: see only tickets that are assigned to you.
- When you’ve filtered your queue, and are looking at the appropriate list of Support Requests, navigate Shockey Monkey’s many Support Board features:
- Multi-Manage: update more than one ticket at a time from your Support Board page. Assign multiple support requests to another support resource all at once, for example, or reschedule or update status on multiple support requests at the end of your work day without opening each individual ticket.
- Quick Peek: The Blue i just left of the ticket description in the Shockey Monkey Support Board View will show you the last three Updates associated with that ticket at a glance.
- Quick Update: The Blue Q just left of the ticket description will allow you to add a Client-Facing comment or update to any ticket on the Shockey Monkey Support Board.
- Filter: Use the drop down boxes in the upper right hand corner to filter by company, queue (like Status), and Location, along with a
- Keyword Search: Type keywords into the Search bar at the top of every page to search your Shockey Monkey databases.
- Quick Create: Select from the Create menu in the top right hand corner of every page to take a shortcut straight to a new creation screen.
- Notes: Keep an eye on the notes at the bottom of the portal page for helpful tips about how to use Shockey Monkey.
- Click on the Subject of a specific Service Request to go to the Ticket View page.
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