i2i Systems Self-Service Support Portal

Transcription

1 i2i Systems Self-Service Support Portal User Guide The i2i Systems Self-Service Support Portal is your gateway to quality customer service. You can access the portal 24x7 to get help or support, or to check on the status of an existing Case. A Case is a question, request or problem you might have while using an i2i Systems product. For fastest service, we recommend using the Self-Service Support Portal as your primary means of contacting and working with the i2i Systems Support department. By using the Portal, you can take advantage of these many self-service benefits: Get fast help without wasting time holding on the telephone Check the status or request an update on your Case Add a comment or a file to your Case Close out your own request Save time and money Of course, if your Internet connection or is down, you can always call us at If you have any questions whatsoever, please do not hesitate to us. Thanks for all you do to make every patient count! Sincerely yours, The i2i Systems Support Team i2i Systems, Inc. Support Portal Documentation v6.1 1

2 How To Access The Self-Service Support Portal 1. A username and password is required to access the Support Portal. If you don t have one already, you can request login credentials from the Support department via . Send an to: 2. Go to: 3. Enter the username and password provided to you by i2i Systems Support. If you forgot your password, click Forgot your password? Enter your username and click Submit. You will receive an within minutes with a new temporary password. When you log into the Portal, you will be prompted to create a new password. 4. Click Login to access the Portal. When you are finished with your session, to log out of the Self-Service Portal, simply click Logout i2i Systems, Inc. Support Portal Documentation v6.1 2

3 Inside the i2i Systems Self-Service Support Portal Once you have successfully logged into the Portal, there are many features you can use to get the most out of i2i Systems products and services. By using the Support Portal, your request will be automatically placed into queue for the next available Support Representative to review, and you won t have to wait on the phone to get an update or make changes to an existing support request. Log a Case A Case is any question, inquiry or issue that you submit to the Support department. When you use the i2i Systems Self-Service Support Portal, you will be creating Cases, viewing Cases, editing Cases, and searching for Cases the first step is to Log a Case. View Cases Once you have successfully created a Case, you can access the Portal 24x7 to check on the status of your Case. View Cases is the best way to stay up-to-date on your request and to see what your Support Representative has been working on. You can also edit, and even close your own Case. Find Solution Once you log into the Portal, you can search for and view Solutions to your questions and issues. Solutions are solved Cases with questions already answered by the Support department that have been created to immediately help you. Product Documentation The welcome screen of the Portal displays important product release documentation that details new product features as well as links to other useful documents in PDF format. Click to select any of these documents or worksheets to open, save or print at your convenience. Training Videos The welcome screen of the Portal displays a link to training videos. Select Visit the i2itracks Training Video Training Page when first entering the Portal. You will discover a list of training videos that are categorized by beginning, intermediate and advanced user levels i2i Systems, Inc. Support Portal Documentation v6.1 3

4 Log A Case A Case is any question, inquiry or issue that you submit to the Support team. When you use the i2i Systems Self-Service Support Portal, you will be creating Cases, viewing Cases, editing Cases, and searching for Cases the first step is to Log a Case. To create and submit a new Case to the Support department: 1. Click the Log a Case tab. 2. Answer the questions from the drop down menus. Enter as much information as you can in the Description box to assist us in responding to your inquiry. All fields are required. 3. Click Submit. Optionally, click Add Comment to add a comment related to your specific case. Optionally, click Add Attachment to add a file to your specific case that you think would assist the Support team in answering your inquiry. 4. After you click Submit, your Case will be assigned a Case Number and be automatically placed in queue for the next available Support Representative to review. In just minutes, you will receive an from us verifying receipt of your Case, including your unique Case Number i2i Systems, Inc. Support Portal Documentation v6.1 4

5 View Cases Once you have successfully created a Case, you can access the Portal 24x7 to check on the status of your Case. Viewing your Case is a great way to stay up to date and see what your Support Representative has been working on. You can also edit, and even close your own Case. To view your Open or Resolved cases: 1. Click the View Cases tab. The open cases that you have submitted are displayed. Optionally, click the View Closed Cases button to view a list of your resolved cases. If you have been designated as a Portal "Super User," you will be able to view all of the open and resolved cases submitted by everyone in your organization. 2. Click on the Case Subject link to view the details of your Case. Optionally, you can click the Suggested Solutions button on the case to view up to ten solutions that may help you solve your particular Case. Optionally, the Home tab displays all of your open cases when you log in. To view a Case from the Home tab, click its Subject i2i Systems, Inc. Support Portal Documentation v6.1 5

6 Find Solution Once you log into the Portal, you can search for and view a Solution to your questions and issues. Solutions are solved Cases with questions already answered by the Support department that have been created to immediately help you. In the Self-Service Portal, you can search for and view a Solution. To find solutions: 1. Click the Find Solution tab. 2. Enter keywords related to your inquiry into the search box: 3. Click Find. A list of solutions matching your inquiry displays in order of relevancy. If no solution matches are found, no solutions are displayed. Select the title of a solution in order to view it. If the solution helps you answer your question, click Yes. If the solution did not help you answer your question, click No to return to the list of solutions. When viewing a solution, you can click Printable View to see how a solution would look when printed. To print the solution from the printable view, click Print This Page. Optionally, the Home tab displays up to five solutions addressing the most common customer inquiries. To view a top solution, click its title i2i Systems, Inc. Support Portal Documentation v6.1 6

7 Suggest Product Enhancements We appreciate you taking the time to express your thoughts and creative energy when drafting and requesting product enhancements. All enhancement requests will be carefully reviewed and considered for a future release by our product management team. When requesting an enhancement via the Portal, please remember: 1. Create a Case and ask Support if the functionality or feature that you are requesting is already an existing product feature or function. 2. What exactly do you want or need the product to do? Thoughtfully spell out your needs and requirements. Explain why this enhancement is important to you and how it will help you and your colleagues and your organization continue to do your very important work. 3. If your idea makes it into the product, we will personally notify you! Thank you for using i2i Systems Self-Service Support Portal i2i Systems, Inc. Support Portal Documentation v6.1 7