Guide to using the Digita Support Portal.

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2 Guide to using the Digita Support Portal. How to find the Portal The Digita Support Portal is available through the website ( and on the My Account Tab. Alternatively the URL is If you get a security warning about viewing the mixed content, click No (this only affects the banner at the top of the page). Signing In for the first time. If you have received notification you have an account, then the first time you come to sign in it is recommended that you click on Forgot your password?. Your password will then be automatically ed to you. Normal Sign In. If you already have access to the portal and know your password, please enter your and password in the form provided and click on the Sign In button. Request a New Account. If you require access to the portal and have not been notified that your account has been set up, or you are an additional user at an existing account, you will be prompted to complete a short contact form which will be passed to our support operative to process. You will be ed a notification when your account is setup. 2

3 Home Screen Welcome to the Digita Support Portal, if you have arrived at this screen you are ready to get started! If you are having difficulty please call Digita Support. Home Page Overview 1. Navigation Menu bar access My Support to track your tickets and support history. 2. Browse the Knowledgebase via Categories 3. Knowledgebase Advanced Search 4. Quick Links 5. Most Popular Topics and Most Recent Topics Quicklinks. 3

4 Digita Knowledgebase We are pleased to announce the Digita Knowledgebase which will function as a definitive area for all support related topics and product downloads, the first place for you to search and find information. Our support team will be constantly adding new categories and topics that reflect the day to day issues they come across, helping you find up to the minute resolutions to your issues. Browsing the Knowledgebase for Help The knowledgebase categories are displayed in the left most panel of the Portal. These categories can be expanded to show sub-categories by clicking on the + sign. Categories Categories currently exist for General, Frequently Asked Questions (FAQ s) and How To s, Product Support, and IT and Technical Issues. It is envisaged that these categories will evolve as more topics are added. Topics in that Category appear in the main display area and can be read by clicking on them. Advanced Search There are more comprehensive search abilities available using the advanced search. Free form search terms can be specified and the search will return the key words in the title and body of any topics by relevance. More weight will be given to key words in the title of a Topic than the body content. Options to find all, any or exact key words can be selected to aid to narrowing your search. Wildcard s can be used in the search terms (using * ) Use of the + / - can be used to include or exclude key words. Double quote marks can be used to find exact key word phrases. Topics are also associated with the products, so it is possible to specify the exact product category you wish to search for your key words in. It might also be advisable to tick the Search Subfolders box, as most topics will be within sub folders of the relevant product. 4

5 Viewing Topics Topics can be displayed in the main area by clicking on the title. Attachments to Topics Any attachments to a topic will be shown at the end of the topic. Attachments can be downloaded by clicking on the link. Topic Information Related information for this topic can be summarised in the Information display to the end of the main area. Information about how many times this topic has been viewing and when it was created and modified are also shown. Rating Topics Feedback. It is valuable to Digita to learn whether a topic has been successful, we ask that wherever possible you leave feedback on topics so they can be improved. 5

6 Subscribing, Printing and ing Topics By clicking on subscribe, you will be notified when this topic has been changed. There are also quicklinks to print off, or this topic to someone else. Most Popular and Most Recent Topics As topics are viewed or added they are displayed on the Home page. Downloads The downloads section works in a similar manner to to the knowledgebase, downloads are also arranged in categories. All product software and updates will be posted in this category as well as any documentation. 6

7 Requesting Support Contacting Support Digita Support will still be available by telephone and as usual. Any service requests logged by telephone or will result in a ticket being generated which will be visible on your portal. Hence the best way to keep informed about your service requests is via the Support Portal. Submit a Web Ticket It is now possible to raise a support request (or ticket) through the Support portal this can have many benefits such as being able to see the status of any ticket in real time, or being able to refer back to a past ticket to review the resolution. Ticket description Please use the drop down boxes to pick an appropriate problem class. Your service request will be routed to the appropriate team based on this information. For most service requests the I have a problem with the software will enable you to log a product related issue.. Details of the issue please describe as fully as possible the issue you have, and the steps taken to reproduce any errors. Product Details Please select the product affected and enter the version and build. Suggested Answers... see below. Options Attach a file this will enable you to browse to a screenshot or file and attach it to the ticket. If the Notification box is ticked, you will receive an whenever the status of the ticket is changed or a response is required. You may choose to select another address or person at your practice to copy in on the ticket. They will also receive the notifications as above. Tracking your web Tickets Once a ticket has been generated, you will be able to track the status of the ticket in the My Support / My Tickets area (see the following section). For most important events in the life of your ticket, you will receive an notification to check the portal. These will occur on the creation of a ticket, a request for further information and when a solution is suggested. Advanced tip: We recommend you set up an Outlook folder called Digita Tickets and set an Outlook rule to route all tickets from our support center (digita@supportcenteronline.com) into the folder. 7

8 My Support This is probably the most useful section of the Portal and grants the user the ability to look back through all tickets raised and track their status. Recent Topics and Requests To the left of the screen is a reminder of your recent activity this will display the most recently visited Topics, and most recently raised Tickets. My History This is a more detailed History of your Tickets which shows the status and the last time it was updated. You can review the ticket detail by clicking on the Ticket #. My Profile Personal information can be updated you can change your password here. 8

9 My Tickets The status of your tickets will automatically be updated when a support agent works on it. You will be able to see in real time this status change and you will also receive a notification via for important events (e.g. if we require further information). The ticket itself can be viewed by clicking on the ticket number (e.g ), this allows you to see the history of events and any comments made as well as being able to action events (like attaching a file) if required. Finally, and most importantly, you are able to provide feedback as to whether the ticket was resolved satisfactorily and provide a few comments to help us improve the support. My Products Listed here should be a list of the products you have you can also raise a web ticket from this page (the product will be filled in). My Subscriptions This page lists any Knowledgebase topics that you have subscribed to. You will be notified of any changes to these topics. If you no longer wish to subscribe please click on the delete icon to remove your subscription. 9

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