As part of Message Broadcast, Aerialink offers the Aerialink Help Desk Portal for customers to submit, update and track service issues and requests. The portal, powered by Jira Service Desk, provides a simple interface for customers to streamline requests and manage them across one or more teams.

This page details the user guide for the Help Desk Portal. Additionally, please check out relevant Help Desk Portal FAQs.

Add Portal Member

Registration with the Help Desk Portal is necessary prior to use. To register, submit a request to customerservice@messagebroadcast.com. In your request, provide the user’s name, email address and the name of the organization (that’s the company). If your organization uses multiple teams, be sure to specify the team for the user.

Once we’ve received your request, we will initiate a registration email from the help desk to the new user. The user will receive an invitation from jira@mbroadcast.atlassian.net with instructions to complete the portal registration. We recommend they whitelist this email address so the invitation does not mistakenly land in the junk folder.

Organization Structure

When a customer email profile completes the Help Desk Portal registration, they become a “member” and are tied to an organization. By default, all members have visibility to all cases across the organization. If ticket segmentations between teams is desired, Aerialink Operations can establish an organization for each team, then link each user email (or shared email) to the appropriate team.

Supervisor members may be added to multiple team organizations associated with the same entity.

Note that if it is common for team members to change often, we could instead create different distribution lists for you to manage.

Submit Support Request

Once a user has registered, they will be able to submit requests.

To initiate a support request:

1. Go to https://mbroadcast.atlassian.net/servicedesk/customer/portal/18
2. Select the request type from the available options. Note that most requests will fall under the non-production or general support type. This includes account and number provisioning requests, which fall under “general support.”
3. Complete the subsequent form - be as descriptive as possible.
4. Attach any relevant documents or screenshots within the “Detailed Description” field.
5. The “Urgency of this request?” defaults to “low.” If you need a ticket prioritized over other requests within your organization, select a different urgency level.
6. Note that the requester may use the “Share with” dropdown menu to choose either their organization (all team members) or “no one.” When the requester selects “no one,” only they will get status updates and the ticket will not be searchable or visible to other team members. However, the requester can choose to share it with others after submission.

View Existing Requests

To view open requests (e.g. tickets, issues):

1. Click “Requests” in the upper-right corner.
2. Choose “Created by me” to view only those requests submitted by you, or “All” to view all requests which have been shared with you, including those you’ve created.
3. Requests can be sorted and filtered by status, date, requester, reference number and request type.

Sharing on Existing Requests

If you wish to add team members to a request’s share list after the request was initiated:

1. Locate the “Shared with” section on the right-hand side of the request.
2. Select “+Share.”
3. Choose the entire organization/team, or a specific person by entering an email address.