Logging In

Login in at: https://bartlettbearing.happyfox.com/?login=1 (Recommended to save as a favorite)

Enter your full email address, then click Login. You can stay logged into the portal, however, after 48 hours it will logout and you will be required to log back in.

 

Navigating through ticket portal

 

Once you are logged in, you will see a few things

1. Tickets- You will start off on the Tickets page, viewing All Tickets. This will include new and old tickets. If you wanted to search for an old ticket you would do it here. You can click on Pending Tickets to only see your current unsolved tickets.
2. Statuses- You can view tickets by their status. This would probably only be useful if you had several tickets open at one time.
3. Categories- This is another useful search tool. This displays all of the categories in which you have had tickets. If you wanted to look for a ticket relating to an issue in XT you could click on the DC1/XT category- this will filter out all other categories and only show you tickets that were related to XT.
4. Submit Ticket- To open a new ticket you would click ‘Submit Ticket’ at the top of the page. Step by step instructions for submitting a ticket are below.
5. Knowledge Base- For anyone interested, you can click ‘Knowledge Base’ at the top of the page. This will let you view articles IT has created to solve various issues. These articles contain step by step instructions and screenshots.

 

 

Sidebar Navigation

The sidebar allows you to search by ticket type, ticket status or ticket category. See below for details.

Top Menu Navigation

The top menu bar is where you choose to submit a new ticket, view the knowledge base, or return to your tickets. Please note Agent Portal is for IT only. If you click on Knowledge Base you would then click My Tickets to return to your ticket menus. To logoff you would select the little arrow next to your initials and then choose Logout.

 

 

Submit A Ticket

To open a new ticket, log into the portal, then click Submit Ticket at the top of the page

 

This will bring you to the ‘Create a New Ticket’ page

Under Ticket Details, provide a detailed Subject (‘Help!’ does not tell us anything) and message (you can paste screenshots and images here also). You can also click the CC or BCC buttons to carbon-copy or blind-carbon-copy someone else on your ticket.

4. If needed, you can attach a file to provide additional documentation. Start date is typically left blank, but, if applicable, you can enter one.

5. Once all information / detail has been provided check off the “I’m not a robot” button. You may then be asked to select pictures fitting a specific description as shown below. This is called CAPTCHA verification, a security tool to help prevent spam. Select the appropriate images then click Verify.

         

6. Once CAPTCHA verification is complete click Create Ticket. Your new ticket can be found in the Pending Tickets folder found on the sidebar.
7. When IT updates a ticket, you will receive an email notification similar to the below. To view updates or reply you must login to the portal.

Viewing and Replying to a Ticket

After receiving an email notification indicating your ticket has been updated you will need to login to the portal to view it.

1. Click on the ticket you need to view (easiest to access through Pending Tickets)
2. The most recent update will be displayed first. If you want to view all correspondence click +Expand all

3. To reply scroll to the bottom and click reply

4. The reply box will appear, type in your response and if necessary, add an attachment, then hit Send Reply

5. To get back to your ticket menu click < Back to Tickets

 

 

Knowledge Base

Knowledge base can be found on the top menu bar. It is a new tool that contains articles created by IT on various issues. These articles contain step by step instructions and screenshots to help resolve common issues that may arise. If you click on Knowledge Base you would then click My Tickets to return to your ticket menus.

When in Knowledge Base you can click Help Documents (Fig. 1A) to view all available articles or you can search to find articles related to a specific topic (Fig. 1B).

Fig. 1A

Fig. 1B