Welcome to the new Support Portal

Welcome to the new Support Portal

New Tools and Processes for 2019

The era of Support Tickets

Tackling all of the IT requests, issues, and feedback from many different users has become a bit challenging. Over the past year, work has been underway to develop a standardized system that will allow better tracking of every single active task and resolution. With the new year upon us, I am proud to unveil this new system!

Why use support tickets

A ticket can be generated for any number of reasons. It could be you need help with a technical problem, you need some IT advice, or you have an improvement idea. With all of the different requests that come in from different people, priorities and timelines can get lost. Using a ticket system helps us keep track of all communications from beginning to end, while helping us prioritize our deadlines and critical impact. Plus, when creating a support ticket in our new Support Portal (more below), you will be given "smart recommendations" to knowledge base articles that might help answer your question immediately. That's a time-saver win-win scenario for all!

New: Start your request with a ticket

To take advantage of the efficiencies that our new system will bring, moving forward all IT requests will be categorized into a ticket. If you reach out using indirect channels (phone call, text message, etc), you will see  your request details transferred to a support ticket. To expedite the support process, you are encouraged to start all of your requests with a ticket first before you reach out through other indirect channels.

Attempt to create your ticket from the Support Portal. If you can't get to the portal at that moment, you can also create a ticket using an email. Send your support request details to: ITSupport@fuze180.com. The ticket will be created on behalf of the sender.


Meet the features of the portal

This portal will quickly become your IT friend. There are several ways that the portal will be used on a regular basis.

Creating and Viewing Support Tickets

The portal makes it easy to create a support ticket. There are fields that are easy and quick to complete. Once you create your ticket, all communications and tasks will be tracked in one place. You can add your notes, view previous communications, and learn what resolutions were put in place. Ticket templates help you submit all of the necessary details to common issues.

Knowledge Base

The best kind of Support Tickets are the ones you don't need to submit at all. The knowledge base is a treasure trove of how-to's and common questions/answers. The portal search bar gives you the ability to search for any related articles that match your terms. The knowledge base is actively being built, so more and more helpful content is always added. Keep using the knowledge base as your first go-to resource, even if you've found it to not have the answers you were looking for in the past. It's possible it was added at a later time.

You can also be a part of the knowledge base development! Use the built-in tools to provide feedback, such as "This helps!" or "Needs updating." Your constant feedback will not only rove the knowledge base for you, but for all of your co-workers who might need this information in the future.

Announcements

Use the portal to view announcements that might be important for you to know. This can include access outages, maintenance timelines, new products/features, or security warnings. Announcements will often be found on the main page of the portal (the page you access after logging in). You can also view any active or previous announcements by visiting the community section (more info below).

Community

The community section of the portal is a place to voice your ideas or read about the latest announcements. You can participate in the community section by creating new topics or replying with your "two cents." The community section allows us to analyze the public's feedback, which help us make future technology investments and improvements. Note that the community section should not be your go-to for support requests. Send those requests directly to the team via support ticket.


We appreciate your help and patience

This system is new to everyone so we might run into a few bugs or wrinkles, here and there. Your patience, cooperation, and help is sincerely appreciated. It will only get better and better over time and we want you to be a part of that improvement process! If you have any questions, please don't hesitate to ask.