Test run the full process from your customers point of view:

In order to simulate the process, we need you to use an email account you have an access to. Send an email to <your_account>@sysaidcss.com
Insert your own account name instead of the words <your_account>. You may find your account name on the top bar in the menu, or under Preference  About.

This is the email that has been created for you to allow your customers to open service requests by using their email.

For example, let us enter the subject: I need service X, and the body: Please assist me, I urgently need service X from your company. Attachments can be added to the Service Request.

Login into: SysAid http://<your_account>.sysaidcss.com
Go to CSS List
Here you will find the full list of all your service requests.
The SysAid CSS email integration function scans and processes the email account every couple of minutes, so please be patient during this test...
By now you should see the new Service Request that arrived. If you still cannot see it, please click on List from the left menu again to refresh the page.
If you click the Service Request, you will be able to see that the email has been converted to a service request with all the details.
If the email was sent from an existing contact of yours.It will be attached to this contact automatically (Requested by field is automatically populated with the contact). Otherwise, SysAid CSS will give you the option to create a new contact with a click of a button, and fill in the full details.
Automatic Communication to the sender is activated only for those who are listed as your contact and have a matching email. Once you click the Create Contact button , the automatic communications you have defined will be sent out. So, please click the create contact button now to continue the test run.

Go back to the inbox of the email account you used in Step 1 and check your mail.

A confirmation email has been sent with the details of your request and a Service Request number for tracking purposes. Note that this will take place only if a contact has been opened, as explained above.

Customer replies to the email asking for the progress. From your email account, (Again, the same account you used in step1), please send a reply:

What is going on with my service request?

Once your customer replied, you will receive an automatic notification to your email, and you will also see the reply on your SysAid CSS Service Requests List. You can reply your customer from within the SR by Send Message link.

All communications will be documented in the SR.

Check your email (the one you used in step 1) for the response you just sent

After completing the service, change the status to closed and enter the solution.

Check your email (the one you used in step1).
You will see that your customer received a notification updating that the service request has been closed. This notification  also includes a request to answer a question for a  survey about your customer’s level of satisfaction.

At all times customers can login and access your self service portal and view all their service requests, as well as the FAQs you have listed there.

Your customers can also submit new Service Requests via the portal and add notes to their existing service requests.