HiRUM Software Solutions

HiRUM Service Desk

Posted by Carly Crossley - 15/10/2015

As part of our HiRUM rebranding, we have implemented a new and exciting feature for our properties to log all their Support Queries through.

We are confident this will be a much better customer experience. When logging a job for assistance, HiRUM Service Desk will pop up suggested help sheets that may be suited to your query. If not, then your job can be logged.

Each property will have one account name and email address, HiRUM Service Desk will keep track of all jobs (Current, Pending, Cancelled or Resolved).

Once you have received the email notification inviting you to click on the Portal, enter in the follow credentials.

1. Enter in your Property Name and create a password

hirum-service-desk-1

2. To log a job, simply click on either General HiRUM Support or General HiSITE Support

hirum-service-desk-2

3. Insert your information:

Your Name: This allows our support staff to know who they are talking to
What can we help you with: Just a brief description of your query?
Description: In depth what it is you are requiring assistance with
Attachment: If you need help with a report, guest statement, statement etc., please attach a copy of the file. This will assist support with your query and provide an even better turnaround time.
When you start to type in your query, a pop up box will appear with suggested help sheets.

hirum-service-desk-3

Select “create” when ready.

4. Once you log a job, you will see that your job is now “Waiting for Support”

hirum-service-desk-4

5. When support have replied, it will change to “Waiting for Customer”, you will also get an email to your main inbox to advise Support have replied.

hirum-service-desk-5

6. Should you need to, you can then reply back to support through the Service Desk

 

GENERAL INFORMATION:

At the top on the far right of the screen you will see the tab “My Requests”

hirum-service-desk-6

If you click on this tab, you will be able to search “All” or “Open Jobs” that your property has logged.

hirum-service-desk-7

If during the course of a pending request, you need to log a separate request, you will need to go to the home page of HiRUM Service Desk by clicking on our logo in the top left hand corner of your screen, followed by clicking on the HiRUM Service Desk link.

Ready to get started?
Visit the HiRUM Service Desk!

 

 

Carly is the Social Media Coordinator at HiRUM Software Solutions.
View all posts by

Comments are closed.