Technical Support Overview
We offer a robust technical support portal for users to manage their support issues, and to seek self-help solutions.
You can set up an unlimited number of users to have access to the support portal.
Our online knowledge center provides numerous articles regarding the operation of the software. Users can search the knowledge base at any time to learn about the system. Some information is only available to registered users, but there is also quite a bit of public information there as well.
The support portal uses a ticket-based system to manage customer issues. Tickets can be created at any time by logged-in users, and also from outside the system by calling (800) 321-7826 and leaving a voice mail, or by sending an email to firstname.lastname@example.org (emailed ticket creation only valid for registered users).
All activities on a ticket, adding notes, or changing statuses, are logged and can be viewed by you and your designated users. You may specify one or more users who are also support system administrators. Users assigned to the ticket receive e-mail notifications when the ticket is updated. It is possible for one user to include other users in a ticket, to receive these notifications. Users can reply to an email notification, and the ticket will be updated with the response.
All changes to ticket status are logged.
Our support teams primary concern is with handling customer requests in a timely and efficient manner, to the users satisfaction. The method of resolution may necessitate that our support agent calls the user, in order to ask questions in real-time. Calls to and from our offices may be recorded for quality assurance purposes. Other more effective resolutions may involve written responses, requests for more information, or providing links to other resources. The support ticket will remain open and in our queue until it is resolved.