esupport Portal RightCrowd SureSite

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1 esupport Portal RightCrowd SureSite

2 Table of Contents 1 Introduction RightCrowd esupport Portal Overview esupport Portal Placing a new ticket with the Support Team Viewing Tickets Summary...11 RightCrowd SureSite Page 2 of 11

3 1 Introduction As a customer or integrator of the RightCrowd SureSite suite of products, there may be times that you want to get an issue resolved with us for reasons including: Software issues Enhancement requests Sales queries Account queries Support Request a License RightCrowd provide a support portal that can be accessed from our website that allows you to raise new tickets to get these types of questions answered. It also allows you to track the progress of these tickets as they are actioned. When a ticket is created, the system will ensure that the right people are notified at the right time to ensure the response time is commensurate with the severity of the issue. The rest of this document provides details of how the support system works and how you can gain the best value from using it when you need it. This is a part of RightCrowd ensuring that SureSite is providing you with the optimal results and benefits that you can achieve by implementing and utilizing it. RightCrowd SureSite Page 3 of 11

4 2 RightCrowd esupport Portal 2.1 Overview The RightCrowd esupport Portal enables customers to request support, check ongoing support issues and download important updates to SureSite from one central location. Using the RightCrowd esupport Portal allows our Support Team to respond faster to your support requests (known as tickets) and allows you to implement effective support channels to maximize efficiency and make sure every request is handled accurately, quickly and effectively. The RightCrowd esupport Portal can be accessed from the RightCrowd website ( under the Support tab. It is made up of the following components: Ticketing Entry and Tracking System Knowledge Base News and Events When you first access the support portal you will need to have an account created. Once you have received a RightCrowd Customer ID (contact support@rightcrowd.com if you do not know what your Customer ID is), you can click on the Register option on the esupport login screen (shown below). Figure 1 - esupport Login Screen RightCrowd SureSite Page 4 of 11

5 After clicking on the Register option, the Registration screen (shown below) is displayed. Fill out the relevant details and click on the Register button. Figure 2 - Registration Screen Once you have completed the Registration process the first time, you will be able to use these credentials to logon to the esupport portal in the future whenever you need to. 2.2 esupport Portal The main screen that you will use to take advantage of the RightCrowd support processes is the esupport Portal. The RightCrowd esupport Portal is divided into several sections: RightCrowd SureSite Page 5 of 11

6 1. My Account This section allows your contact details to be updated, as well as providing the ability to change your RightCrowd esupport Portal user password. 2. Search Comprehensive search within the RightCrowd esupport Portal search knowledgebase articles, old and new tickets, news and downloads from one place. 3. View Tickets View your existing tickets from this section, follow up outstanding requests and get upto date information on the outcomes and resolutions of your current support requests from the Support Team. RightCrowd SureSite Page 6 of 11

7 4. Submit a Ticket Follow the step by step Wizard in this section to place a new ticket. This ticket is automatically lodged with the Support Department for action. 5. Knowledgebase Many common problems can be resolved easily by checking the knowledgebase. Articles and helpful hints can be found in this section allowing you to better maintain your SureSite installation without requiring a support ticket to be answered. 6. Troubleshooter Step by step Wizards to common support requests can be found here. By following the troubleshooter s instructions you may be able to solve your own support request without the need to place a ticket to the Support Team. 7. News Upcoming events and news from RightCrowd. Find out where we are in the world and stay up to date with current pricing, licensing and updates to SureSite. 8. Information Bar The information bar has the latest news and knowledgebase articles right at your fingertips. As we update the esupport Portal, the Information Bar does also. RightCrowd SureSite Page 7 of 11

8 2.3 Placing a new ticket with the Support Team RightCrowd esupport Portal The esupport System was designed to place your request to the right department so it can be resolved quickly. 1. Attention your request to Support, Sales or Accounts & Licensing for quick resolution by the appropriate people. Figure 3 Select the right Department for your support request 2. Fill in the appropriate information pertaining to your request, set a priority and add any required attachments. RightCrowd SureSite Page 8 of 11

9 Figure 4 Creating a new support request Note: While placing a ticket, the RightCrowd esupport Portal will automatically suggest helpful knowledgebase articles relating to your current ticket. This is helpful if the support you are requesting is common and a solution is already provided and entered in the knowledgebase. If the knowledgebase suggestions return no results then you can be more certain that your ticket represents a new or unique issue. Once submitted, your ticket will be placed in with the appropriate department instantly. The status of this ticket can be followed via the View Tickets section. You can send messages to the Support Department, add additional information or request updates to a ticket via this section also. RightCrowd SureSite Page 9 of 11

10 2.4 Viewing Tickets Once a ticket is submitted it can be viewed via the View Tickets section. Clicking on the Ticket Reference Number allows you to see all information pertaining to a specific ticket and add additional notes/comments which are sent instantly to the Department the ticket was placed with. Figure 5 Clicking a Ticket Reference Number on your Ticket List will drill down to the appropriate ticket A full history of all correspondence and actions associated with a ticket can be accessed from the drill down. RightCrowd SureSite Page 10 of 11

11 Figure 6 Example Ticket after drilldown Drilling down on a ticket allows priority & status adjustments, history tracking as well as the ability to add new notes to the ticket that are sent instantly to the Support Department. 2.5 Summary The RightCrowd esupport Customer Portal offers the flexibility your organisation needs to resolve problems and issues efficiently and effectively. With Knowledgebases and downloads you can stay up-to-date and maintain your own SureSite installations with little effort and Support Staff interaction. We look forward to you using the esupport Portal and we hope it will be a valuable support channel for your organisation. RightCrowd SureSite Page 11 of 11