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DGFT - Helpdesk Service User Help File

The document provides instructions for users to log and view requests in the DGFT helpdesk system. It details how to create and view requests, respond to requests for more information, re-open requests, and submit feedback.

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Arya Jelantik
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34 views

DGFT - Helpdesk Service User Help File

The document provides instructions for users to log and view requests in the DGFT helpdesk system. It details how to create and view requests, respond to requests for more information, re-open requests, and submit feedback.

Uploaded by

Arya Jelantik
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Directorate General of Foreign Trade

User Help File

Helpdesk Module
Version 1.0

August 2020
Directorate General of Foreign Trade Helpdesk Module - User Help File v1.0

Table of Contents
1. Introduction and Accessing DGFT Portal ............................................................................. 3
2. Create request in DGFT Portal ................................................................................................. 3
3. View Request Status ................................................................................................................... 6
4. Respond to require for more inputs ....................................................................................... 7
5. Re-Open Request......................................................................................................................... 9
6. Submit feedback ........................................................................................................................ 10

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Directorate General of Foreign Trade Helpdesk Module - User Help File v1.0

1. Introduction and Accessing DGFT Portal


This document is the help file for logging and viewing the requests logged in the DGFT Helpdesk
system. To access the new portal, navigate to https://dgft.gov.in
The new portal is compatible with the following browsers: Chrome 70 + / Firefox 70 + / IE 11 +

Users are advised to refer to the latest help file available under Learn > Application User Manuals in
the DGFT Portal.

2. Create request in DGFT Portal


• Login into Directorate General Foreign Trade (DGFT) Portal

• Navigate to My Dashboard

• Select Helpdesk Service

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Directorate General of Foreign Trade Helpdesk Module - User Help File v1.0

• Navigate to Create new request

• Request form will open, Fill mandatory values

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Directorate General of Foreign Trade Helpdesk Module - User Help File v1.0

• Click on Submit Button, Upon Submission Request will be generated and Notification will be sent
on SMS and Email.

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Directorate General of Foreign Trade Helpdesk Module - User Help File v1.0

3. View Request Status


• Navigate to My Dashboard

• Select Helpdesk Service


The user will be displayed all the requests logged by the user.

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Directorate General of Foreign Trade Helpdesk Module - User Help File v1.0

4. Respond to require for more inputs


• If the helpdesk user feels lack of information given by the user to resolve a ticket, he may request
for more request from the user.

• The user will receive an email "require more inputs" for the request. The user will be able to
update the inputs in the DGFT Portal (In the View Request).

Navigation
• Navigate to My Dashboard
• Select Helpdesk Services
• Click on view request status
• Search the ticket with status Pending with user
• Click on Ticket & Provide additional information & submit again.

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Directorate General of Foreign Trade Helpdesk Module - User Help File v1.0

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Directorate General of Foreign Trade Helpdesk Module - User Help File v1.0

5. Re-Open Request
• If the user is not satisfied by the resolution provided, user can reopen the request from the DGFT
portal. Note: the user will be able to Re-Open the request in 15 days of being resolved. Once the
request is closed the user will not be able to Re-Open the request and log another request in the
system.
• User will be notified through message and email upon the same ticket "Request Reopen".

Navigation
• Navigate to My Dashboard
• Select Helpdesk Services
• Click on view request status
• Search the ticket to re-open
• Click on Re-open & Provide description

• After successful save. The status will be updated & user will get reopen notification.

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Directorate General of Foreign Trade Helpdesk Module - User Help File v1.0

6. Submit feedback
• Once request is resolved the importer/exporter will receive email & SMS with feedback link.

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