Accessing and Using the Service Desk

Utilizing the service desk requires approved access granted by Sharpen.

If you had previously opened requests with Plum Voice support, you will have received an email from Plum Voice [email protected] with the subject line Welcome to Plum Voice Support Portal. See Figure 1 below for an example.

If you have not received this email, please send a request to [email protected] from the email address for which you would like to create an account.

Figure 1: A sample of the Service Desk access email.

Getting started

Navigate to support.sharpencx.com and login with your credentials as shown in Figure 2.

Figure 2: Accessing the Service Desk.

Upon clicking the “Login” button, you will be redirected to the login page as shown in Figure 3. Log in with the same email address normally used for logging into Plum Voice.

Figure 3: Logging into the Service Desk.

Once logged in, you’ll be greeted with the service desk home page which provides access to our request management tools. See Figure 4 for an example.

Figure 4: The Service Desk home page.

Click one of the predefined request type links to open a request with us.

Opening requests

Either choose “Plum Voice” from the “Service Desks” drop down menu, or choose “Plum Voice” from the “New Request” Section. See Figure 5 for an example.

Figure 5: Choosing the service desk for your request.

From the Service Desks menu, you may see less options than displayed. You have access to the service desks associated with the Sharpen and Webtext services you are contracted for.

Then, choose the appropriate request type. See Figure 6 for examples.

Figure 6: Selecting a request type.

Choosing a request will open the appropriate fields for the request as shown in Figure 7. Please be sure to provide all the required detail as accurately as possible so we can provide the best support.

Figure 7: Completing the request form.

Viewing your requests

Looking to see a past or open request? Simply navigate to the home page to observe your requests as shown in Figure 8.

Figure 8: Viewing your opened requests on the Service Desk home page.

Alternatively, more filtering options are available by navigating to the “My Requests” option from the profile menu as shown in Figure 9.

Figure 9: Using the My Requests filter.

Clicking on the case will take you to the full details of the request, allowing for further engagement. See Figure 10 for an example.

Figure 10: Viewing full request details in the Service Desk.

For additional answers to common questions, please refer to our FAQ.

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