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This video shows how to use Telstra's online portal to manage Incidents and Service Requests
Go to the Telstra website - Account Services to reach Your Telstra Tools. Click the Access
link and log on.
The pie chart gives a visual summary of ticket status. Click the link to see Incidents.
Watchlist is a personalised view of the Dashboard, featuring items you select.
This makes it easier to track the Open, Closed or Draft incidents.
For more incident information, select a ticket. You can add comments, providing an update
and viewing responses back from Telstra.
Create a New Incident allows you to create a ticket online rather than needing to call
the Service Desk. Relevant data is pre-populated to improve
ticket accuracy and efficiency. It's a simple 4 step process:
• identify the service, While creating new incidents you can also
read related articles that might help resolve your issue, before you even lodge it
Help is available anytime you hover over these icons
• now describe the issue, • update notification options for yourself
and if reporting the ticket on someone else's behalf, plus any others
• then the final confirmation.
Tracking service requests is just as simple. Select one to see more information and view
the activity log. The Help and Resources tab has a link to Managed
Services product support.
This includes How To, Known Errors and Frequently Asked questions. You can search for information,
or select one of the articles listed.
To monitor the status of Incidents and Service Requests when you are out and about, log in
using an iPad or iPhone. You never need be out of touch....
With the Managed Services Online portal, provided free of charge to Managed Voice Services and
Integrated Service Desk customers... from Telstra.