Customer Portal User Instructions

What is the Silversands Customer Portal?

 

The Silversands Customer Portal has been created to enhance your support experience with us. It offers you direct engagement via the following key features: 

  • Ticket management – create new support tickets and manage them through the portal. 
  • Reporting – get immediate reports on the status of individual support tickets, points activity, and open/recently closed tickets. 

You can access the Silversands Customer Portal at https://customerportal.silversands.co.uk/ or from the menu on our website


Quick Links

 

Downloadable Instructions


Questions or Issues?

If you have any questions or issues registering or using the portal, please contact support@silversands.co.uk or call 01202 360360.


 

How do I sign up for the Silversands Customer Portal? 

 

Before you can use the services in the Silversands Customer Portal, you need to sign up for an account. You will need to create an account using your email address and a password that you manage. Later in the account creation process, the Silversands support desk team will complete security checks and confirm the registration and approval of your account within five working days 

NOTE 

If you wish to use the Silversands Customer Portal, you must register with an email address from the domain associated with your organisation e.g. fred.bloggs@workemail.co.uk. Do not use personal email addresses, such as Hotmail or Gmail, as they will be rejected as part of our security check. 

 


Create my account

 

Access the Silversands Customer Portal at https://customerportal.silversands.co.uk/ 

Click the Sign In or Sign Up option 

On the Sign in with your existing account screen, click the Sign up now option 

On the next screen, enter the email address you wish to use for your account and click the Send verification code button. 

REMEMBER 

You must register with an email address from the domain associated with your organisation. Do not use personal email addresses, such as Hotmail or Gmail. 

 

A verification code will then be sent to the email address you supplied. Enter the verification code from the email you received into the Verification code field and click the Verify code button.  

Next, enter your chosen password into the New Password field and confirm the password by entering it again in the Confirm New Password field. Then, enter the display name you want to use for your account into the Display Name field 

Click the Create button to create the account 

You will then be logged into the Silversands Customer Portal with your new account.  

NOTE

Your account will not be associated with your organisation until it has been validated by Silversands, as indicated by the following message:

 

IMPORTANT – REQUESTING SECURITY CHECKS

Once the online registration process has been completed, please contact the Silversands support desk via email at support@silversands.co.uk, requesting approval and verification of your online registration. Please provide details of the email address used, the customer you are seeking access to and the level of access you are requesting, as detailed in the Levels of Access section. 

The support desk team will complete security checks and confirm the registration and approval of your account, at which point access to the customer portal will be granted. You will need to log into the portal again for your new access to apply. 

 


Levels of Access

 

There are two levels of access control, or scope, that can be requested, together with the defined functionality you will have in the portal.

Role Description      
My Tickets Users assigned this access scope can only see their own tickets
My Company’s Tickets Users assigned this access scope can see all tickets for their company, regardless of who in their company created them.

 

 Access Right  Capability Assignment Options
My Tickets My Company’s Tickets
Reader Read ticket details
NoteAdder Add new notes to existing tickets
TicketCreator Create new tickets
TicketEditor Edit existing tickets
Reports View reports related to the contract and tickets


How do I raise a new ticket? 

 

IMPORTANT

 If your issue is urgent, please contact Silversands Support directly on 01202 360360. 

 

For you to be able to see the New Ticket button as described below and raise a new ticket, your account will need to be assigned the Ticket Creator role. If you have not been assigned this role but believe you should have been, please discuss with your contract manager, who should contact the Silversands service desk to approve your request? 

In the Silversands Customer Portal, select the New Ticket option. 

  

You will be presented with a new ticket entry screen. 

In the new ticket screen, complete the following information. Note that all the following fields must be completed before you can create the new ticket. 

Field  Description 
Title  Enter a descriptive title for the ticket that specifies the reason for creating the ticket in a brief sentence
Description  Enter a description of the issue and include as much supporting information as possible, e.g. Steps to cause issue, user you are logged in as, browser being used, background, etc. 
Contact Email  Enter the contact email details here. This may either be your email address or perhaps the email address of someone else within your organisation that you would like Silversands to contact regarding the ticket.
Priority  Select the priority of your ticket from the drop-down list. Note, if you have an urgent issue please contact Silversands helpdesk directly  
Resolved  The ticket has been resolved and is awaiting closure by the Silversands account team 

When you are ready to create the ticket, click the Save button. 

You will then be shown a screen similar to this: 

If you want to add notes or attachments to this ticket, please see the topic titled ‘How do I view and manage a specific ticket?’ 


How do I view my open tickets?

 

In the Silversands Customer Portal, select the Ticket Management option. 

You will then be taken to the ticket management page. The tickets that you see will depend on your assigned access scope: 

Access Scope Description 
My tickets With this access scope, you will see a list of tickets that you have created. 
My Company’s With this access scope, you will see a list of all tickets for your company regardless of who created them.

 

 

The ticket management page shows you the following information for each ticket: 

Field Description 
ID This is the unique reference that was assigned to the ticket when it was first created.
Title  The title column shows the descriptive title of the ticket that was entered when the ticket was first created.
Raised By The name of the person that raised the ticket.
Affected customer The name of the person in your company with the issue.
Assigned to This shows you who in Silversands is currently dealing with the ticket.
Status This shows the status of the ticket as per the following table.

 

Status  Description 
Active  The ticket is currently active in the system and being worked on 
On Hold  The ticket has been placed on hold, which often means that we are waiting on an external action before it can be progressed further. Tickets with this status may also have the On-Hold Date field populated to indicate when we anticipate the ticket will next be progressed 
Awaiting Customer  We are awaiting further information from you or an action to be completed by you 
Updated by Customer  Tickets will have this status if you update them via the Silversands Customer Portal. They will also have this status if you update them via an email meeting both of the following conditions: 

  • You include scribe@silversands.co.uk as a CC recipient of the email 
  • You include the ticket IR number in the subject line of the email 
Resolved  The ticket has been resolved and is awaiting closure by the Silversands account team 


How do I view and manage a specific ticket? 

 

In the Silversands Customer Portal, select the Ticket Management option.  

You will then be taken to the ticket management page. The tickets that you see will depend on your assigned access scope: 

Access Scope Description 
My tickets With this access scope, you will see a list of tickets that you have created. 
My Company’s My Company’s With this access scope, you will see a list of all tickets for your company regardless of who created them.

To view the details of a specific ticket, click on the ID button for that ticket. An example is shown below. 

   

Timeline View 

There is a timeline view so you can easily see any call updates in chronological order. Changes to the ticket assignee, updates to notes or attachments added to the ticket will be shown. 

Adding Notes and Attachments 

To add a note or attachment to the ticket your account will need to be assigned the NoteAdder role. Click on the Add Update button and you will be given the options to add a Note or Attachment.  

By adding a note, you can add more information and provide an update on the ticket. To do this, click the + Note button and enter the details of the note in the empty field. When you have finished typing your note, click the Submit Note button to add this note to the ticket. 

By adding an attachment, it is possible to upload attachments that may assist in troubleshooting efforts, such as log files or screenshots. To do this, just click the Attachment button. The maximum attachment size is 2MB. You can also download attachments by clicking on the file in the timeline view. 

Resolving a Ticket 

If you have correct access scope you can resolve tickets directly. To do this click on the +Resolution button and enter the resolution details in the empty field. When you have finished typing the details, click the Resolve (Reloads Page) button. 

Contacting Engineer 

If you need to communicate with the person assigned to your ticket, hover over their name in the Assigned Engineer field. You will then be presented with shortcuts for communicating with them via email and Microsoft Teams. 

Updating Description 

To update the ticket description of a ticket your account will need to be assigned the TicketEditor role. You are then able to edit the details and save changes. 


How do I view reports? 

 

To see the Reports option as described below and view reports, your account will need to be assigned the Reports role. If you have not been assigned this role but believe you should have been, please discuss with your contract owner. 

In the Silversands Customer Portal, select the Reports option. 

You will then be taken to the reports management page. 

The report management page shows you the following three report types: 

1. Support Ticket. This produces a report showing details of an individual support ticket. You will need to add the call id e.g IR412345 

2. Points Activity Report. This is only applicable for customers with points agreements. It produces a report detailing points activity (Monthly for Premium Support Contracts and Quarterly for Standard Contracts – Applicable to customers with Points agreements.) 

3. Open and Recently Closed Tickets. This produces a list of open tickets as well as those that have been closed within the last 30 days 

 

Downloading Reports 

You can download a report in different formats. To do this, click the download button on the report toolbar. 

 


We have the expertise and the experience to provide specialist solutions and drive your business forward

Get in touch

How can we help you?

Get in touch

What updates would you like?

Subscribe

Some of our Clients

We know companies have diverse and sometimes extremely complex IT requirements. From general IT infrastructure, communications, hybrid and complete cloud migration, intranets and security, we have had the pleasure to work with some of the UK’s most successful organisations. Here is a selection of those we work with that you will find case studies for on this site.