The SharpenCare Service Desk is your portal for all engagements with the Webtext Support team. Navigate our knowledge base, open requests, update requests, and see your organization’s requests easily.

FAQ:

1. Where can I access my requests?

   1. Access is available at support.sharpencx.com or support.webtext.com

2. How do I login?

   1. Check your email for a message from Webtext <jira@sharpencx.atlassian.net>. It will be entitled “Welcome to the Webtext Support portal”

   2. If you did not receive an email, simple navigate here to perform a password reset.

      1. Enter the same email address used to login to OctopusCX. If you use SSO to login to OctopusCX, please check with your administrator to confirm which email address is configured for OctopusCX natively.

3. I used to be able to loging with SSO through OctopusCX. Can I still do that?

   1. Jira Service Management does not currently support the use of SSO (Single Sign-On) for customer users. As a result, the same email address can be used, but a separate password must be configured. Logging in with SSO will not work.

4. Who has access?

   1. If you have previously opened a request with the Webtext support team, you have access. Please check your email as noted in step 2 to login.

   2. If an additional user or users need access to the service desk, please organize a request to our support team through an authorized user. A member of the Support team will assist in providing access for the team members.

5. What is the backend request management platform?

   1. Jira Service Management.

   2. We use Jira Service Management for its alignment with ITIL best practices, along with strong integration and automation with our development workflow. What does this mean for you? Fast resolution times, clear visibility into how your requests connect with our roadmap, and a clean interface.

6. Can I email Webtext to open a request?

   1. Yes you can email us at support@webtext.com, though we encourage the use of the service desk to provide the best interface for submitting and reviewing requests.

7. Can I add additional participants to a request?

   1. Additional participants may be added to a request by including them in the “To” or “Cc” fields in the email reply from the initial case response or follow up comments.

      1. The included email address must have access to the Service Desk.

      2. If a team member does not receive follow up responses from the case, they’re likely not added to the Service Desk, simply request access through a request, and we’ll get you set up.

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