Mercell Custumer Service in Jira Service Desk
- Kent
- Former user (Deleted)
We have decided to use Jira Service Desk as our new customer service tool. The reason is, that this ensures that Mercell always deliver customer service in a efficient and consistent way and in accordance to the agreements we have made with customers. It also provides us valuable information about you as a customer key challenges when using our products, information we want to learn and improve from.
How do I reach out to Customer Service
From our public website it can be reached as shown in the attachment
Inside the portal this can always be accessed from the support icon that is displayed from all pages.
If you send us an email this will also be picked up in Jira Service Desk. If you call us we register a request as well.
Mercell Norway Customer Service
The first page is the Jira Service Desk. This offers you three choices. Search for guidance in our “vejledninger” where there is access to a wide variaty of articles , find our contact information or create a request directly. The last option is available from all pages. Note it is not necessary to login to use this service.
Knowledge base
Our knowledge base (Vejledninger) offers guidance to both buyers and suppliers. Use the navigation or search all pages using the search function in the top right corner. This is also available from all pages.
If you are unable to find the answer to your question, please submit a request so that we can help you proceed.
Submitting a request
When you need to submit a request use this page. It is also possible to book a call ensuring that you should not sit and wait for a vacant supporter but we reach out to you in the time frame you have provided.
If you have not used this service before or you are not logged in, we will ask for your email to create/connect a user in Jira Service Desk. The email is where we will reach you, unless you booked a call and leave your phone number.
Submitting a request will be received directly by our customer service department and they will start working on you request as soon as possible and at the latest within 1 hour after you have submitted it within our opening hours. As soon as you have submitted, you will recieve a case number and a confirmation that we have receive your request will be send to your email. From all requests there is a link to the request in Jira Service Desk.
First time logging into Jira Service Desk
There are several channels to log into Jira Service Desk. You can been invited, you may have submitted a request or you may have been added on a ticket. From all tickets created there is a link to Jira Service Desk and in the invite there is also a link to Jira.
Following the link the first time will take you to a “Create account” page where you can send a registration link to your email. The mail has a “Subscribe” link, press the link and it will ask for your full name and for a password. Currently this is not connected to your password in Mercell, this is planned but not yet implemented.
The benefit with logging into Jira Service Desk is that you will have an overview of all you request from the top right corner. This default shows your open requests, but also gives access to you organisations requests both open and closed. There is a search functionality so you can search in all you organisations requests. All the requests that you have access to, you can choose to recieve notification when updated.
We hope you will find this helpful. If you have feedback please provide this in a request. This also applies if you have needs that are not currently meet. We are still expanding our customer service and further features will be added and your feedback is welcomed as we are here to serve you.