Submitting a New Request

Owned by Katie Macpherson (Deactivated)
Last updated: May 20, 2019 by Amanda Fischer

Synopsis:

This page describes how to submit a new request in Regent's Customer Zone (CZ) Portal. 

Regent's Customer Zone Portal is located here: https://regenteducation.atlassian.net/servicedesk/customer/portal/3

Before you may submit a request, you must first setup your account. Please see Setting up your Customer Account if you need help performing that task. 



Understanding Request Types

Regent's Customer Zone Portal offers two (2) options when submitting a request. The request types available to the user will vary based on the option selected.

  • Client Support - This option should be selected by clients in Production. There are seven (7) request types for clients in a Production environment. A request type is essentially the ticket type and is used to categorize the request and assign the appropriate workflow. The request types available for Client Support are:
    • Report a Problem
    • Ask a question
    • Request an upgrade
    • Perform a task
    • Suggest an Improvement
    • Suggest a new feature
    • License and billing questions


  • Delivery / Implementation - This option should be selected by clients in Implementation (not yet in a Production environment). There are four (4) request types for clients in Implementation. A request type is essentially the ticket type and is used to categorize the request and assign the appropriate workflow. The request types available for Delivery / Implementation are:
    • Perform a task
    • Report Problem
    • Ask Question
    • Request Enhancement

Each of the request types contain a brief description indicating the purpose for each. Please review the Request Types In Customer Zone Screenshot in the Support Materials section on the right side of this page. 



Submitting a New Request


  1.  Select the appropriate option to start your request submission and select the appropriate request type


2.  Fill out all required fields and the relevant optional fields on the request form. Click on the  icon next to the field to view the field description. Note: Some fields will be for Regent internal use only and will be indicated as such in the field description.


3. Share the request with the organization or only with yourself (Private Request). If you choose to share with your organization, then all users from your organization with a Regent Customer Zone account will see activity on the request.


4. Click the Create button to submit the request. You may also choose to cancel the request by clicking the Cancel button. 

Support Material:

Client Support Request Types in Customer Zone


Delivery / Implementation Request Types in Customer Zone