ClientAccess is designed as a simplified and intuitive interface for department managers and operators to raise tickets at the HelpDesk without the advanced interface, and with guided creation and escalation. 

Each client has their own customised version, with their own branding, and escalation points. This FAQ will show a demonstration version, without client specifics. 

Read the general guideance available at https://gen.direct/f?46

Visit your given ClientAccess URL 

Sign in with your HelpDesk Username and Password. You created these when you activated your HelpDesk Account in response to the onboarding email. 

At this dashboard, select the issue from the drop down on the right. Issues are leafed, in that they cascade through options to reach a final leaf. You can experiment with the options available here. 

In this example, we will have an issue with a LibreOffice Base file not opening. 

The troubleshooter works you through first steps to try and resolve it, and to prepare you for support. Read the step, select the option on the right. 

Once you have exhausted the options and you've not managed to resolve it, you are brought to the ticket submission form. Read it carefully, and answer the question as instructed. This is important. See this FAQ for help on how to complete the 'how' section: https://gen.direct/f?358

Here we can see a clear and informative ticket, tells us where the file is, what the error is, who it's affecting, and on what software stack. You can elaborate if needed but that tells us everything we need to know. Click Continue. 

The system will search existing FAQ articles to see if it has anything that uniquely fits with your described issue - if so, it will list them here and you will be able to click them to read the full FAQ. In some cases this is the quickest route to resolution where the issue is documented. 

If not, click Submit Ticket to create a HelpDesk ticket. 

You will receive an email from the system telling you the ticket is created, and as soon as an engineer picks it up and responds, another email. 

You can login to the HelpDesk at https://support.gen.uk at any time with the same username and password to view your open tickets, and to look at past closed tickets if needed. 

Remember, your client portal will look different with different issue leaves, but the process will be the same. 

Raising a ticket directly at the HelpDesk is available https://gen.direct/f?222