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

FAQ:

1. Where can I access my requests?

   1. The service desk portal is available via the Sharpen “Help” section.

   2. It is also directly available at support.sharpencx.com

2. How do I login?

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

   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 Sharpen. If you use SSO to login to Sharpen, please check with your administrator to confirm which email address is configured for Sharpen.

3. Who has access?

   1. Users of the Sharpen platform who are designated as primary or technical contacts. If you need a change in access for a member of your team, please ask us, and we’ll work with you to get it done.

4. What is the backend request management platform?

   1. Jira Service Management.

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

5. Can I email SharpenCare to open a request?

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

6. Can I add additional participants to a request?

   1. Yes. Additional participants can be added by your team if they’re already a member of the service desk from your organization via the “Add request participant” option when creating or editing a new request.

      1. If a team member is not available via the Share option, they’re likely not added to the Service Desk, simply request access through a request, and we’ll get you setup.

7. Can I CC additional participants on an email request?

   1. Yes. Anyone can be added upon the initial email. However, for notifications or participation on the request, the email address used must associate to a configured service desk user.

   2. If a team member is not a service desk user, simply request access, and we’ll get you setup.