Customer Online Support Demonstration. 1

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Erik Nash
5 years ago
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1 Customer Online Support Demonstration 1

2 Introduction SATHYA is committed to simplifying and improving your support experience. As we launch our enhanced online case management capabilities, you will see changes to the online support features available to service your technical questions or issues related to SATHYA products. 2

3 Creating a New SATHYA Account 3

4 Creating a SATHYA Account Request a SATHYA Account Create SATHYA Account Profile SATHYA Account created 4

5 Request a SATHYA Account To take advantage of Web-based support, you must have an account registered on Click on the Register Now link to being creating a new SATHYA Account 5

6 Create SATHYA Account Profile Enter your desired username, which will become your SATHAY Account ID and create a password. Complete additional required information, to complete your registration successfully. Enter required information and click on Complete Registration. 6

SATHYA Account created After you have clicked Complete Registration, a page will display indicating whether or not your SATHYA Account creation was successful.

7 SATHYA Account created After you have clicked Complete Registration, a page will display indicating whether or not your SATHYA Account creation was successful. A confirmation page will display if creation was successful and you will receive a confirmation . If creation was not successful, an error message will appear. Verify the account by following the instructions in the that was sent to you. If an SATHYA Account already exists for the address indicated you will receive an error message, but can login with your existing account information. 7

Confirm e-mail verification After completing the registration, verify the account by following the instructions

8 Confirm verification After completing the registration, verify the account by following the instructions in the that was sent to you. Click Continue to begin accessing SATHYA Technical Support and other systems. 8

9 Online Access and Case Creation 9

10 Online Access and Case Creation The second path for submitting a technical support case guides you through case submission for a recognized user. Log on Choose the Department Select your Category View knowledge article Submit Case 10

Log On Authenticated User You will access the technical support features by logging in via SATHYA Support Portal, where you create and manage your support cases. Click on the Login button.

11 Log On Authenticated User You will access the technical support features by logging in via SATHYA Support Portal, where you create and manage your support cases. Click on the Login button. Enter SATHYA Account user ID and password. If you forget your password, click the Forgot your password? link. If you were recently granted a SATHYA Account to access SATHYA Support Portal, you should have received your SATHYA Account user details via . Or, request one by selecting the Register button. 11

12 Log On Authenticated User After successful log in, you may click Tickets to log a new case (or) to view and track existing cases. Let s create a case. Click Tickets to log a new case or to view and track existing cases 12

13 Log On Authenticated User Click Start Ticket to open a new case. Click Start Ticket to open a new case 13

14 Choose the Department At this point, choose the correct department (Support STS) will help your issue get resolved more quickly and click on Continue to proceed. Choose the correct department and click on Continue to proceed. 14

15 Select your problem category Then, choose a Category which best describes your problem. Choose a Category which best describes your problem 15

16 View knowledge articles Enter the most relevant keyword to describe your problem in the subject line. This results in obtaining Product-relevant knowledge articles, that will appear to help you troubleshoot before submitting a case. Enter the most relevant keyword to describe your problem in the subject line. This results in obtaining Product-relevant knowledge articles, that will appear to help you troubleshoot before submitting a case. To view more articles than are listed on the page, visit 16

17 Submit Case If you are unable to locate a solution, enter Subject for the case and a detailed Description to help the Support Representative in resolving your case. If you are unable to locate a solution, enter Subject for the case and a detailed Description to help the Support Representative In resolving your case. You may Add Attachment to upload files directly to your case, or simply click Submit Ticket and a Technical Support Agent will begin working to find a solution to your case. An will be sent immediately to you. This will include your Case Number and a web link, where you may track the case status at your convenience. 17

18 Online Case Management 18

19 Online Case Management Viewing open case Viewing case details Updating case details 19

20 Viewing open case From the homepage, the new Support Portal also allows you to view and track all open or previously closed cases you submit to SATHYA Support whether your cases are Technical or Non-Technical in nature. Click on Tickets Click on a specific case to open and view the case. 20

21 Viewing case details From here you can click specific case to easily see general case details. 21

22 Updating case details Support agents can communicate with you by when providing a case update, or if additional information is needed. You can also interact with the agent by replying to the ticket. You can also interact with the agent related to the specific case by replying to the ticket from online portal. Add Attachment. 22

23 Viewing and Managing Contact Information 23

24 Viewing and Managing Contact Information You may also view or update your Contact information available any time, from any location. You may also view or update your Contact information from My Setting window. 24

25 We thank you for your continued business with SATHYA! We encourage you to utilize these enhanced support features available anytime, from any location. And we thank you for your continued business with SATHYA. 25

26 Copyright 2015 SATHYA Technosoft. All rights reserved. SATHYA and the SATHYA Logo are trademarks or registered trademarks of SATHYA Technosoft or its affiliates in the India and other countries. Other names may be trademarks of their respective owners. This document is provided for informational purposes only and is not intended as advertising. All warranties relating to the information in this document, either express or implied, are disclaimed to the maximum extent allowed by law. The information in this document is subject to change without notice. 26

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