Contents New ShijiCare Portal Overview and Functionality:.................................................................................. 3
Navigating Tabs and Account Information: ............................................................................................................ 4
How to Search Tickets in the Portal for Multiple Accounts ............................................................................... 7
Submit a Ticket ............................................................................................................................................................. 8
Each Business Unit has its own unique Portal. Click the link below for the customer portal you wish to access. Concept Support: https://support-intl-concept.shijigroup.com/portal/
Distribution Support: https://support-intl-sds.shijigroup.com/portal/
Once you click on the “Sign Up” button, you will be prompted to provide your First and Last name along with your business Email Address. Complete the text verifier field, then click “Sign Up”.
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An email will be sent to you from “zohodesk-systemgenerated@zohodesk.com” requesting that you
Accept the Invitation.
Clicking the “Accept the Invitation” link will send you to Zoho and prompt you to choose/confirm a password.
Navigating Tabs and Account Information:
The Zoho portal has 3 tabs at the top:
• Home • My Area • Knowledge Base. There is also a search bar in the middle of the page that will allow you to search articles.
From the Home tab, you can access/search Knowledge Base articles, view tickets you have submitted, or submit a new ticket.
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At the bottom of the Home Screen, you can submit a ticket by clicking on the button shown below.
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From the “My Area” tab, you can view all of your open and closed tickets, or you may submit a new ticket.
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How to Search Tickets in the Portal for Multiple Accounts
All tickets will be displayed based on the accounts you are associated with. All the accounts that you are linked to will be displayed under the Accounts column.
If you want to view tickets that are associated to only one account, select the account name on the right side of the screen. Only tickets that are associated with the account chosen will display on the screen.
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Submit a Ticket You can either click on the “Add ticket” icon at the top right of the screen, or click on the “Submit a Ticket” button at the bottom of your screen which will bring up this form:
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Please be aware tickets submitted through the Customer Portal will default to Priority 3 (P3). If your issue is of a critical nature, please call your local support team for immediate assistance.
If your New ShijiCare account is attached to more than one property, click on the magnifying glass at the Customer Account Field, and choose the correct account you wish to create a ticket for.
• Enter a Subject. • Enter a Description that provides the details of your request. o Do not enter passwords or sensitive data
• Choose a Classification • Attach a document, if necessary. • Click the “Submit” button.
You will receive an email confirming receipt and details of your request including a ticket number.
By accessing the ticket under “My Area”, you may reply to the support staff, add a comment, and even close the ticket.
After the ticket has been resolved and closed, you will get an email confirming the status. You may also receive a request for feedback on your experience and satisfaction.
Knowledge Base From the Knowledge Base tab, you can search for articles and guidance by browsing the available articles under each topic heading or by searching on key word.
