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
• Users designated as “Manager” and have permission to update the “account properties” for jurisdiction under the “My Organization” tab

Getting Set Up:

• Users should receive email notification with temp Password to log into the site
• Once you login, you can enter / update your profile information
• The Preferences tab > set your timezone, enable DST, etc
• Change Password > self explanatory

 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 for purposes of security.

General Use:

• You can find information in the following ways:
  • Search using the search bar under the main menu which will return results from the Knowledge Base articles as well as Tickets and News articles that match the criteria
  • Navigate the Knowledge Base articles (Main categories are accessible on the left-hand side)
• Click on “My Tickets” to view and navigate existing tickets

NOTE:  To see Tickets that have been closed previously, click on the "View Resolved Tickets" button on the upper right of the page

To Submit a Ticket:

• Click on “Submit Ticket"
• Select “Support”, then complete all the info as completely as possible
  • When choosing a type for your ticket, there is a Training Request type.
    • If you pick this type, it will put it in their training queue
    • This type is useful if you have new users who may need training.
  • As you type in the "Subject" box, the "Knowledge Base" suggestions will update with articles that match what you are typing at the bottom of the page for review
  • Detail the exact steps that were taken to create the issue > support will need to try to recreate, so these details will be key.
  • When describing the problem, ensure to give the folder name, file name, etc.
  • Please be as descriptive as possible. If you can add screenshots, please do so. You can go to the bottom of the screen and click “Add file” to upload screenshots.
  • Attaching a file/screenshot:
    • 20 MB is the file limit
    • No restrictions on file types uploaded
• Once complete, click “Submit”
  • You will get a confirmation screen with your ticket number, as well as an email with the ticket details

Ticket Priorities:

• Priorities determine response time > the more severe the priority, the faster the support response.
  • System Down > no one can login or do anything > quickest response time
  • High > many users affected, but others can get in
  • Medium > some users affected, etc
  • Low > low impact item
• 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, or
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 Knowledge Base contains articles with common issues and can be a good resource in troubleshooting problems. A couple of helpful areas in the knowledge base are:

1. Documentation - here you can find training guides, release notes, best practices, install guides, etc
2. Tutorial videos - you can find helpful videos showing how to do specific tasks within ProjectDox

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

1. Click on the User Forums menu option
2. Register for account
3. Login and search for the appropriate Group to post your question in and review responses from other users on your posting