Support Portal Overview for Customers

General Notes:

• Users can access the portal at https://support.avolvesoftware.com
• Support Portal can be configured to allow all of the organizations' tickets to be seen by all user accounts or siloed so each user can only see their own tickets
• If you do NOT initially see all of your organizations tickets once logged in (and you'd like to), please submit an email to pdoxsupport@avolvesoftware.com requesting access

Getting Set Up:

• Users will be required to reset their password upon first login
• User will navigate to the portal at https://support.avolvesoftware.com and select the "Submit a request" link or the "Sign In" link in the right-hand corner
• Users will select the "Forgot password?" link
  
• Users will enter the email address associated to their account and select the "Submit" button
  
• Users should receive email notification with a link to setup a new password to log into the site
  
• Click on the link to navigate to the "Change password" page to reset your password
  
• The password must be different than the previous 5 passwords, must be at least 6 characters, must be fewer that 128 characters, must be different from the email address used for the account, must include letters in mixed case & numbers, and must include a character that is not a letter or number
  
• If you did NOT receive an email to reset your password, this means your account was inactive for more than two years and you need to request a new account by emailing pdoxsupport@avolvesoftware.com
• Once logged in, you'll want to update your profile information
  
• You can add a photo, enter / update your profile information, and also see your Activity Overview / Articles / Comments
  

NOTE:  New user accounts for the Support Portal have to be requested via a Support Ticket entered by someone who already has access to the Support Portal or an access request emailed to pdoxsupport@avolvesoftware.com for purposes of security.

General Use:

You can find information in the following ways:

• Search using the search bar under the main support page which will return results from the Knowledge Base articles as well as Tickets that match the criteria
• Navigate the "Documentation" articles
• Click on “Requests” under your name to view and navigate existing tickets

To Submit a Ticket:

• Click on “Submit a Request" link in the right-hand corner
  
• Select the type of request, "ProjectDox Support Request", or "PlansAnywhere Support Request"
  
• Once your request type is selected, please fill out the following fields being as concise and succinct as possible

NOTE: Any fields marked with an asterisk (*) are required

• Type in any additional email address you'd like to "CC" (carbon copy)
• Select the "Priority" of your request (more about priority types below)
• Select the "Request Type" concerning your ticket
• Select the "Issue Type" concerning your ticket

NOTE: "Suggested Articles" will be displayed based on the "Issue Type" you select that man assist in solving your issue

• Select the "Environment" concerning your ticket
• Type in the "Project Affected" concerning your ticket
• Type in the "User Affected" concerning your ticket
• Type in the "Workflow Affected" concerning your ticket
• Type in a "Subject" concerning your ticket
• Type in a "Description" concerning your ticket
• Add any "Attachments" concerning your ticket
  
  

See an example below

• Once complete, click “Submit”
  • You will get a confirmation notification in the right corner, and a screen with your ticket information (including ID), as well as an email with the ticket details
    
    

Ticket Priorities:

Priorities determine response time, so the more severe the priority, the faster the support response

• • System Down: (Urgent status with the System Down checkbox): No users can login or perform any functions
  • Urgent: A critical function or process isn't working, many users are affected, but users can login
  • High: Many users affected by an issue, but users can login
  • Normal: Some users affected by an issue, but users can login
  • Low: A low impact issue or request

SLA defines these items. SLA came with the initial order and is also available on our website

Responding to Tickets:

As the Avolve team responds to your ticket according to the priority in the Support Queue, customers can respond in two ways:

1. Login to the portal and update the ticket directly
   
2. "Reply All" to the email sent to you, which will capture your email comments as notes on the ticket
   
   

NOTE:  It is important to note that replying to an email for an old / closed ticket will re-open the ticket for further follow up / investigation

NOTE:  You can change the ticket status and priority yourself. However, if you do so, please include a note as to why you have changed either

Other Resources:

The "Help and Support" section(s) (select the four squares icon in the right-hand along with the "Guide" menu option) contains articles with common issues and can be a good resource in troubleshooting problems. A couple of helpful areas in this section are:

1. How To - 
2. FAQs -
3. Troubleshooting Tips -
4. ProjectDox Services -

User Forums can be another good resource for users to discuss issues with other users of ProjectDox and OAS.

1. Click on the four squares icon in the right-hand corner
2. Select the Gather menu option
3. Register for account
4. Login and search for the appropriate Group to post your question in and review responses from other users on your posting