inty CASCADE Management Portal Self Service Ticketing Guide (Trusted Advisor)

Transcription

1 inty CASCADE Management Portal Self Service Ticketing Guide (Trusted Advisor)

2 Contents 1. Overview Accessing the Portal Logging In Forgotten Your Password? Creating a New Ticket Viewing Your Open Tickets Adding an Update to Your Ticket Uploading an Attachment to Your Ticket Viewing Your Closed Tickets P a g e 1

3 1. Overview The support portal is a web based application which can be accessed from any PC with an internet connection. The portal allows you to inform support of an issue that you are experiencing, view the latest update on your open tickets, provide further written updates to our engineers and upload supporting documentation relating to a problem that you have logged. It is the simplest and most efficient way to provide information to our support engineers which will help us to resolve your issues as quickly as possible. 2. Accessing the Portal Navigate to: Your username and password were included in the welcome you received upon signing up as an inty Trusted Advisor. If you are unsure of your username, please contact support@inty.com to request this. If you know your username but have forgotten your password, follow the steps contained in Section 4, below. 3. Logging In Navigate to: Enter your Username and Password. Click Login. When logging in for the first time, you will be asked to change your password immediately. Enter your old password and new password in the fields provided and click Submit. P a g e 2

4 Once completed, your password will be changed and you will be redirected to the main menu. 4. Forgotten Your Password? If you have forgotten your password, you can reset your password on the portal. Navigate to: Click the Forgot Your Password? link. Enter your username. Click Submit. If you have entered your correct username, your request for a new password will bring up the message below. An will be sent to the address associated with your account containing a new password. P a g e 3

5 If you enter an incorrect username, the following error will be displayed. If this occurs, please check that you have entered your username correctly and retry. If you have forgotten your username and password, please contact support by ing 5. Creating a New Ticket After logging in by following the steps in section 2, you will be presented with the main menu. Click the Log a Ticket tab. You will need to complete some basic information about your issue and describe the symptoms of the issue as best as you can, using the form displayed below. The more information you can provide at this point, the easier it will be for our engineers to investigate and start trying to find a solution for you. Please also include any alternative contact information if necessary. Once you have completed the form click the Submit button. The ticket will then be logged into the system and the ticket summary page will be displayed. P a g e 4

6 6. Viewing Your Open Tickets If you are logging into the self-service portal using the credentials issued to you in the welcome you received upon successfully signing up as an inty Trusted Advisor, your user account would have been granted Super User access. This gives you full visibility of ALL of the tickets logged in the inty CRM system against your Trusted Advisor account, regardless of the contact specified on the ticket. If you believe that your account does not have super user access or you would like to request super user access for additional self-service accounts, please contact inty support to request this. After logging in, you will be presented with the main menu. From this menu you should click the View Tickets tab. The list will show any currently open tickets. You can view your closed tickets or both open and closed tickets together by clicking the View All Tickets and View Closed Tickets tabs respectively. To view the ticket details click the subject highlighted in blue. P a g e 5

7 7. Adding an Update to Your Ticket After logging in follow the steps listed above to view your currently open tickets. Click the Subject of the ticket that you wish to update. From the menu below click the Add Comment button. P a g e 6

8 Type your update into the text field on the following page and click Submit. You should now see your comment on the ticket. P a g e 7

9 8. Uploading an Attachment to Your Ticket After logging in follow the steps listed above to view your currently open tickets. Click the Subject of the ticket that you wish to update. From the menu below click the Add Attachment button. Click the Browse Button and locate the file on your PC. Click Open. P a g e 8

10 Once selected, the file path will appear in the text box. Click the Attach File button. A pop up window will open: P a g e 9

11 When the upload is complete a confirmation message will be displayed. Click the Done button to return to the ticket details page. 9. Viewing Your Closed Tickets You have the ability to view all of the tickets you have logged both open and closed from within the selfservice portal. To view your closed tickets: After logging into the portal by following the steps in section 2, click on the View Tickets tab from the main menu. Click the View Closed Tickets button. P a g e 10

12 To view the details of a closed ticket click on the Subject. The ticket details will then be displayed showing all comments, attachments and related solutions as below: P a g e 11

13 You can add an update to closed tickets in the event that you need to have the ticket reopened. Click the Add Comment button to do this and type your required message. Click Submit. Once you have submitted your comment, the last engineer working on your ticket will be notified of your update and will respond accordingly. P a g e 12