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The BUZ Service Desk can be accessed here
BUZ Service Desk Ticketing overview
BUZ Service Desk (powered by Jira) is our ticketing system to record clients requests to ensure we provide responses to all your queries. You can log requests through the portal or by emailing support@buzsoftware.com.au when you receive responses from BUZ support it will be through the BUZ Service Desk and it's best to log to be able manage your request, see the history and open attachments and images.
Please Note: To access replies or images you need to set up a login into the service desk, this is not the same as your BUZ login details unless you set up. Refer below to set up.
How to set up BUZ Service Desk for the first time
Below are the steps on how to set up BUZ Service Desk to manage your requests including seeing attachments.
1.You will receive a confirmation email from BUZ Service Desk advising BUZ has received the request and we are looking into it. You have the option to view the request or turn off notifications for the request.
2. View request → First time customers will be required to sign up for the BUZ ticketing system (screenshot A) → Send Link (screenshot A) → Check your email (screenshot B) → Sign Up (screenshot C)
A
B
C
Once you sign up to the BUZ Service Desk you can then see your request from the email sent to support@buzsoftware.com.au. The BUZ Service Desk allocates a ticket number (BC-2084)
here you can view and manage your requests
How to lodge a request with BUZ Service Desk
To create a request in BUZ Service Desk → Select what type of request
Fill in the fields → Send
| Options | Answers |
|---|---|
| Summary | A summary of your request to BUZ. |
| Suggested articles | Links to BUZ help documentation about your issue. |
| Description | A full description of your Request to BUZ please include as much information as possible including an example order number. |
| Attachment | Attach any related documents or screen shots. |
| Share with* | You can share with your other people in your organisation if they are set up with BUZ Service Desk. |
An issue is automatically created in BUZ Service Desk and you will be taken to the new ticket.
How to view existing requests in BUZ Service Desk
Viewing existing requests in BUZ Service Desk.
- Click on the icon top right of the BUZ Service Desk screen.
2. Select → Created by me or All (if request has been lodged by someone else in your organisation)
4. To open the required request click on the link under Reference or Summary.
3. A list of requests will be shown. You can search by the filters at the top of the list.
5. You will see all the actions on the request, have the ability to add a comment or open the required images/attachments.
How to view requests in BUZ Service Desk from your email
Customers who have already signed up for BUZ Service Desk can use the View Request option to open the ticket and see how the request has been managed, view responses, images and attachments from BUZ support.
Unable to open Images or attachments in your email from BUZ support
You need to ensure you have logged into BUZ Service Desk to see these, more help on this can be found here for first time requests or here for existing BUZ Service Desk customers.
Access help BUZ help documentation in BUZ Service Desk
- In the BUZ Service Desk you can search for required help or Browse knowledge base articles.
2. Browsing the knowledge based articles will bring you to the following menu to link to BUZ help documentation.
How to reset your password for BUZ Service Desk
- Enter your email address → Next
2. Click on the forget password link
3.
4. You will receive the reset password email → Click on the Reset my password button.
