Cleardata Service Desk – User Guide

Contents-

Enrolment

Welcome to Cleardata’s Customer Service Desk

Logging a Case

Invoice & Order Processing

Viewing Case Detail & Activity

Mailroom Processing Support

Technical Support

General Support

Enrolment & Login

Cleardata’s Customer Support Team will enrol you onto the Service Desk System.  You will receive an email from customerservice@cleardata.co.uk inviting you to click a link to enrol. At this point you will be asked to set a secure password.

Welcome to Cleardata’s Digital Customer Service Desk

The home screen view provides a couple of options to view your cases, via three tabs.

Tab 1 – My Open Cases – View your own cases

Tab 2 – All Open Cases – View all open cases related to your account – permissions dependant

Tab 3 – View closed cases – View all closed cases related to your account – permissions dependant

Logging a Case

To log a case simply click on the relevant button and complete the form. The buttons will be displayed relevant to your Cleardata Service.

Invoice & Order Processing

The Invoice & Order Processing Option is for Cleardata’s Invoice & Order Processing Customers. To log a case click on the button and this will take you to the form.

There are three options in Request Type including:-

    • Reprocess Request – Use this to request a document to be reprocessed – Please provide an image reference, any customer or supplier names/codes, a description or issue and any instructions along with the priority.  You can upload an image if required.
    • Data Capture Error – Report any data capture errors – Provide Image Reference, Description, Data Capture Error Type and Priority. You can upload an image if required.
    • General Query – Report any general queries, provide a subject, description and priority.

Viewing Case Detail & Activity

For any of the case options, once you’ve submitted a case it will take you to the case details screen – as per the screenshot below. From here you can:-

      1. View the case detail
      2. Click the activity tab to view any associated comments/updates – you can also add a comment
      3. View images uploaded during the case submission on the right hand side. If you click view all, you can delete any images uploaded in error.

Case activity view – add or view comments

To delete any images uploaded in error, click the arrow (1)  adjacent to the image and select delete.

Mailroom Processing Support

The Mailroom Processing Support Option is for Cleardata’s mailroom customers. To log a case click on the button and this will take you to the form.

There are four options in Mailroom Processing Request Type including:-

      • Reprocess Request – Use this to request a document to be reprocessed – Please provide an image reference, any customer or supplier names/codes, a description or issue and any instructions along with the priority.  You can upload an image if required.
      • Data Capture Error – Report any data capture errors – Provide Image Reference, Description, Data Capture Error Type and Priority. You can upload an image if required.
      • General Query – Report any general queries, provide a subject, description and priority.
      • Support Finding a Document – Please provide further details of the document type, reference numbers, sender details, date you were expecting document to arrive and tracking references

Technical Support

The Technical Support Option provides support for our Cleardox EDM, Cleardox AMS, Robocloud and Dart Systems.

Please select the relevant system in the 1st option and complete the fields for your ticket. You can upload an image to show issues, such as a screen shot.

General Support

The General Support option is for any general or compliance queries.

Please complete title, description and priority and click to submit.