The solution is predominantly role based. This means certain sections of the solution can only be viewed by agents (centrino staff)
others by SaccoAdmin (IT managers of the sacco) and Users (members of the sacco).
An agent can close,resolve and transfer a ticket, sacco admin can only resolve a ticket while a user can only create a ticket. While registering
kindly ensure you use your company issued email account e.g yourname@centrino.co.ke or yourname@sacconame. The solution
will only assign email accounts ending with centrino.co.ke to be agents any other email account will be registered as user.
Getting started
Create An Account
In order to create a ticket you must first have an account.If you already have an account you can skip this and login with your credentials.
To create an account you need to have a valid email address e.g yourname@email.com. If you have a sacco issued email account use that instead.
i.e yourname@yoursacco.com. This is the first page you will see when you visit the website.
Click on sign in to continue.
Getting started
Registering
After clicking on sign in you will be presented with the following page. If you dont yet have an account click on register.
Fill in the information correctly i.e your email address,first name,second name and choose a secure password. Dont forget
to pick the sacco you belong to.
if you fill in your information correctly you will see the following page and consequentially receive an email to the email address
you just registered.
The confirmation email, click on confirm account to continue.
After clicking on confirm you will see the page below. This means you have successfully
created an account and you can now login.
Getting started
Logging In
Once you have registered an account successfully and confirmed your email account you can now login with your username and password
that you registerd with and you will be redirected to the dashboard.
Getting started
Forgot Password
If for some reason you forgot your password, you can recover your acccount by clicking on forget password
then you will be redirected to the forgot password page and you will be required to enter the email
you registered your account with.
If the email address you entered is correct a forgot password link will be sent to the email
address so that you can set a new password
On opening the link sent to the email address you want to recover, you will be prompted to key in a
new password. Then click on create. You can now login again with the new password.
The first step to get your issue resolved is by opening a new ticket. Each issue is assigned a unique ticket
number which will then be used to track the issue till it is resolved. After successfully creating an account
and logging in you will be redirected to the dashboard as you can see below. Click on the create ticket tab.
This is where you write the issue you are experiencing so that you can be assisted. We categorize all issues into either vanguard financials,
pesapepe,members portal, ATM bridge and bulk sms. Depending on the issue you are facing select one ,but by default its set
to vanguard financials. Select a specific enquiry type it could be a change request,support or other if its not among the options.
You may also select a specific agent to address while opening your ticket this is optional whether you select a specific agent
or not your issue will still be addressed. You may also set a ticket priority level by using the slider. Depending on how severe the issue is
you can choose between high,low or medium.
Once you have selected all options you can then start typing in the editor, write your issue in detail like how you would when composing an
email, you can also include attachments
by clicking on the add attachment button. If you wish to make this email have multiple recipients, you can click on Recipients. From the dropdown
select the user(s) you would wish to get a copy of this email.
See screenshots below on how each step works.
Adding an Attachment
Example of a composed message, with attachments included
Specify multiple recipients
Finally click on create ticket. You will see the message below and a unique ticket number assigned to
your issue. You will also receive an email address confirming that you successfully opened the issue and you will be assisted.
Tickets
Composing Messages
Once the ticket you opened has been assigned it will appear on the Yours section. Here you can have a conversation
with the agent and clearly explain the issue you are experiencing until it is resolved. When you send a message
the agent will receive an email of your message and when he/she replies you will also receive an email. Conversations
happen via email. Your chat history between the client and agent will appear here.
Chat history. An example of when an agent replies to your message
In order to write another message to the agent click on the three vertical dots on top right corner a dropdown with send message text will appear. As shown below.
On clicking it an editor dialog will appear, compose another message as you would when writing
an email, you can also include attachments. Then click on send email and the agent will receive your email.
Tickets
View Ticket History
If you would like to track your issue and see how far it is from being resolved, or maybe you would wish to view your ticket
history click on view ticket history. A ticket can have six statuses.
Received:
This means the ticket has successfully been opened and an agent will be contacting you shortly.
Assigned:
This means the ticket has already reached an agent's attention and he/she is working to resolve it.
Cancelled:
This means the ticket has been cancelled or wont be worked could be it was open erroneously.
Transferred:
This means the ticket has been transferred to a different agent from the one that was initially assgined.
Resolved:
This means the ticket has been resolved on the agents side but awaiting confirmation from the client side that the issue has actually been resolved.
Closed:
This means the ticket has now been fully resolved both agent and client can confirm that the issue has been solved and is no longer occurring.
Tickets
View Ticket History (Table View)
The ticket history (table view) offers a different perspective on ticket information. On this screen tickets have
extra information including when they were marked as resolved, timeline on how long a ticket will take to resolve,
how many days a ticket has been overdue for and remarks if a ticket has been re-opened despite it being marked as resolved.
To view what issue was raised and included attachments click on the view button and a pop up will appear showing all this details.
You can also click on download button to get a report in PDF format depending on the selected ticket status filter.
Ticket History (Table View) Summary
Each row has a view button at the end
Pop up dialog on clicking view ticket
Its possible to get an overview of all issues in PDF format for documentation purposes. Just head to the ticket history section
and look for the download button. The button will be named depending on the current ticket status filter. Once you click on download
you will be able to download all ticket information.
Fig 12. Clicking on download received will generate a pdf of all tickets
Fig 13. Example PDF Report