The Customer Portal is the support and account-management hub for Super Users. This article briefs Super Users on how to use it. It explains who Super Users are, what to use the portal for, how to raise a request, how to set the right priority, and how to manage existing requests.
- Customer Portal: help.cirrusassessment.com/purl/portal. Use the portal rather than emailing the Service Desk.
- Only registered Super Users can create support requests.
- Choose the right type and priority for each request. Do not log Blocker or Critical unless production users are impacted.
- The portal is shared between you and Cirrus. Both sides see the full status of every open request.
Super Users
A Super User is a Cirrus-trained representative for your organisation. Each customer appoints up to four. Super Users complete the Cirrus System Administrator training, keep their knowledge up to date by using the platform regularly, and follow the release notes.
Super Users hold the operational view of Cirrus for the customer. They know the platform's possibilities and limits and they know how the organisation uses it. That combination is what makes support requests fast to triage and resolve.
What to use the Customer Portal for
The portal has five entry points. Pick the one that fits your request best so that it reaches the right team without back-and-forth.
| Entry point | Use for |
|---|---|
| Support | Report a bug or ask a question. |
| Service | Request training, technical consultancy, or other services. |
| Sales support | Request an add-on, ask a licensing question. |
| Feedback | Suggest an improvement to the product. |
| Incidents | Report a full or partial outage. |
Use the form that matches the nature of your request. Picking the wrong form routes the ticket to the wrong team and slows the response.
Submit a request
Open the Customer Portal, choose the entry point, and fill in the form.
Tips for filling in the form:
- Fields marked with a red asterisk are mandatory.
- Each field shows what to enter.
- Attach screenshots when they help.
- Be specific. The more context you give, the less back-and-forth.
Selecting Send creates a ticket in the Cirrus Service Desk.
Set the right priority
Some forms ask you to set a priority. A default is shown, which you can adjust. Pick the level that matches the actual impact, in line with your Service Level Agreement (SLA).
| Priority | When to use |
|---|---|
| 1. Blocker | Exam delivery or marking is severely impacted for more than five users with no workaround. |
| 2. Critical | Exam delivery or marking is severely impacted with a workaround, or impacts up to five users, or non-exam/marking work is severely impacted with no workaround. |
| 3. Major | Exam delivery or marking is significantly impacted, or non-exam work is severely impacted with a workaround. |
| 4. Minor | Normal bug severity. |
| 5. Trivial | Below normal bug severity. |
The Service Desk reserves the right to change priorities based on Section 6 of the SLA.
Track your requests
Select Requests in the top right of the portal to open the requests overview. The overview shows every request you raised and every request raised by your organisation.
From the overview you can edit, share, comment on, or cancel a request, and you see the comments left by the Cirrus team.
Search and filter
Use the search bar at the top to search by keyword. Use the filters to narrow the list:
- Status: Open, Closed, or Any.
- Created by: you, your colleagues, or requests where you are a participant.
- Request type: any of the request types.
Columns
The overview shows nine columns. You can sort by Reference, Requester, Due date, Assignee, or Priority. Select the More options button (the three dots) to add, remove, or reorder columns.
Request statuses
| Status | Meaning |
|---|---|
| Waiting for support | The Service Desk has not picked the request up yet. |
| Waiting for customer | Cirrus needs more information or an action from you. |
| Under investigation | The Service Desk or Engineering is looking into it. |
| Under review | Product Management is reviewing the request. |
| Resolved | Cirrus has provided a solution. No further action expected. |
| Closed | You have confirmed the resolution. Closed automatically after two working days, per SLA. |
| Reopened | You have asked for further work on a resolved or closed request. |
| Escalated | You have escalated the request. |
View, comment, share
Select a request to open it. From the detail view you can:
- See all details.
- Turn notifications on or off.
- Cancel the request.
- Share it with another Super User.
- Read the Service Desk's comments and add your own.
Troubleshooting login
If you cannot log in to the Customer Portal:
- Confirm the URL is
https://eassessment.atlassian.net/servicedesk/. - Use the same email address that received your original portal invite and ticket notifications.
- If you have forgotten your password, enter your email and select Next first. The Forgot your password? link only appears on the password screen.
The Customer Portal login does not work for eassessment.atlassian.net or eassessment.atlassian.net/browse/CR. Those are internal Cirrus tools and are not accessible to customers.