How to Create a Ticket for Vivacity Repair

Create the Helpdesk Ticket

1. Click Manage, then click Tickets

2. Click Create New Ticket

3. Populate all relevant helpdesk ticket information

   

4. Check Requires Repair

5. Select Vendor (Vivacity) as the Repair Provider

6. Click Save & Next to proceed to the linked repair ticket

Complete the Repair Ticket

Most repair ticket fields are pre-populated from the helpdesk ticket.

1. Set the Return Site — the location the repaired device should be returned to

2. Set the Building — used for damage reporting

3. Complete any remaining fields and click Create Repair

   

Create a Repair Box and Shipping Label

1. Click Customer Central, click Repairs, then click Repair Boxes

   

2. Click the Create Box button

3. Enter box weight and dimensions — if unknown, estimate (a Chromebook is roughly 4 lbs)

   

4. Check Need Custom Box if using your own box with custom dimensions

5. Check Need Shipping Box if you need Vivacity to provide a box

6. Click Create Box

7. Select tickets from the Add Tickets dropdown — search by Ticket #, Serial #, Asset #, Building, or Technician to refine the list

   

8. If scheduling a FedEx pickup, check Schedule FedEx Pickup

9. Click Finish

10. Click the PDF or Image button on the generated box entry to download your shipping label