Avionté Support Center

Transcription

1 1270 Eagan Industrial Rad, Suite 150 Eagan, MN Avinté Supprt Center Table f Cntents What is the Supprt Center?... 2 Supprt Center Glssary... 2 Getting Started... 2 Creating Yur Lgin... 2 Lgging In... 2 Editing Yur User Settings... 3 Using the Knwledge Base... 3 Ticket Submissin... 4 When Shuld I Use the Online Ticket System?... 4 Wh Can Submit Tickets thrugh the Supprt Center?... 4 Hw t Submit a Ticket... 4 Activities Page... 6 Tracking Yur Tickets... 7 Avinté Staffing Sftware Page 1 f 7

2 What is the Supprt Center? The new Avinté Supprt Center is a help site and ticketing system that makes it fast and easy t find the infrmatin and help yu need t be successful. Thrugh Avinté s Supprt Center, yu will be able t access an nline help site called the Avinté Knwledge Base as well as submit nline ticket requests. Supprt Center Glssary Agents- Avinté staff members wh will be cmpleting tickets requests Organizatins- Staffing cmpanies using Avinté sftware End Users- Yu! The clients wh are using the Supprt Center t find help articles n the Knwledge Base Pwer Users/Requesters- Special users within an rganizatin that have the ability t submit tickets via the nline Supprt Center Knwledge Base- Avinté s help site with articles and infrmatin t guide yur use f the Avinté applicatin Getting Started Creating Yur Lgin The designated Pwer Users in yur rganizatin will receive an frm Avinté Supprt asking them t fllw a link t create their Supprt Center lgin and passwrd. These Pwer Users must click this link and set their display name and Supprt Center passwrd. Only the designated Pwer Users will be able t create credentials and lg in. Lgging In Pwer Users have the ability t lg in t the Supprt Center, submit tickets, and track tickets. T access Avinté s Supprt Center, navigate t supprt.avinte.cm. This address will bring yu t the Supprt Center hmepage. Avinté Staffing Sftware Page 2 f 7

3 T lg in, click the SIGN IN buttn n the tp right side f the Supprt Center hme screen. Yu will then be prmpted t sign in with yur credentials. Yur sign in credentials are yur (the ne t which yu received yur initial welcme ) and the passwrd yu set via the link. Yu can change these lg in credentials at any time by lgging in and editing yur user settings. Editing Yur User Settings Yu can make adjustments t yur user prfile such as changing yur display name, , and/r phne number if necessary. T d this: 1. Navigate t the Supprt Center hmepage. 2. Lg in with yur Pwer User credentials via the SIGN IN buttn n the tp right crner f the hme screen. 3. Click n yur name and select EDIT MY PROFILE. 4. Frm the drp-dwn, simply type in yur changes and click ff t save. Yu may als change yur passwrd via this drp-dwn by clicking the CHANGE PASSWORD buttn. Click this and the system will prmpt yu t prvide yur current passwrd and a new passwrd. Please nte the Passwrd Requirements listed belw when chsing a new passwrd. Using the Knwledge Base The Knwledge Base is Avinté s new help site that will cntain articles and walkthrughs t guide yur use f the Avinté applicatin. T use the Knwledge Base, click n the AVIONTÉ HELP buttn t access the Knwledge Base. Yu will ntice that the Knwledge Base is currently under cnstructin while we transfer ur Help Site int the new Knwledge Base. Fr nw, please cntinue t use t find helpful dcumentatin. If yu d nt find the help yu are lking fr and wish t cntact supprt via the Supprt Center, have a Pwer User lg in and submit a ticket. Avinté Staffing Sftware Page 3 f 7

4 Ticket Submissin When Shuld I Use the Online Ticket System? The Supprt Center ticket submissin tl can be used t create all kinds f tickets. Hwever, if yur issue is business critical and requires same-day attentin, please cntinue t cntact Avinté Supprt via phne at Fr supprt calls, please have yur Supprt Cde n hand t prvide t ur Supprt team. This cde can be fund at the bttm f yur screen in the Avinté applicatin as shwn belw. Wh Can Submit Tickets thrugh the Supprt Center? Only Pwer Users can submit tickets thrugh the Supprt Center. These Pwer Users will be cntacted by Avinté t set up a Supprt Center username and passwrd. These users will be required t sign in befre they are allwed t submit a ticket request. If yu are unsure f wh yur rganizatin s Pwer Users are, please cntact yur supervisr. Hw t Submit a Ticket 1. Sign in t the Supprt Center n the hme screen by clicking the SIGN IN buttn n the tp right side f the screen. Remember: Only Pwer Users are allwed t sign in and submit ticket requests. 2. Click the SUBMIT A REQUEST buttn and yu will nw be brught t the Ticket Submissin page. Avinté Staffing Sftware Page 4 f 7

5 3. Yu will see a drp-dwn menu prmpting yu fr the nature f yur request. This drp-dwn cntains three different ptins: a. I am experiencing an unexpected behavir r errr message Chse this if yu need nn-urgent technical supprt in the Avinté applicatin. b. I d like t request smething new r a mdificatin in Avinté Chse this if yu wuld like t request sme srt f custmizatin r new feature in Avinté. c. I need help r training Chse this ptin if yu wuld like an Avinté agent t walk yu thrugh a functin r prcess. 4. Yur chice frm the drp-dwn will prmpt yu t answer further questins belw. These fields ppulate autmatically based n yur answers t sub-questins t give Avinté all the infrmatin we need t assist yu. 5. Fill ut the sub-questins as thrughly and cmpletely as pssible. Yu are als encuraged t attach screenshts t yur submissin t help ur team better understand yur needs. T attach a file, click the ADD FILE buttn under the Attachments sectin at the bttm f the screen. Lcate yur file and click OPEN. 6. Once yu have cmpleted the questins and attached any relevant dcuments, click the SUBMIT buttn t submit yur ticket. Once yu have submitted yur ticket, yu are brught t the Activities page. Avinté Staffing Sftware Page 5 f 7

6 Activities Page The Activities page allws Pwer Users t view all f their submitted tickets, psted cmments n articles, and psts they are fllwing. This page will lad after yu have submitted a new request r when yu click the MY TICKETS buttn frm the hme screen. Yu can als view this page after lgging in by clicking n yur name in the tp right crner f the Knwledge Base, then clicking MY ACTIVITIES. Avinté Staffing Sftware Page 6 f 7

7 Tracking Yur Tickets As a Pwer User, yu can track yur tickets in the Supprt Center n the Activities page under REQUESTS and the MY REQUESTS tab. Yu can als view requests yur CCed n by clicking REQUESTS I M CC D ON. Use the Search Requests bar t search tickets by Ticket ID, Subject, and ther ticket descriptrs. Use the drp-dwn t the right f the Search bar t filter tickets by Status. The three statuses yu can view are Open, Slved, and Awaiting Yur Reply. Tickets marked Awaiting Yur Reply require a respnse frm a Pwer User. T respnd r make cmments n a submitted ticket, yu first need t view it. View a ticket by clicking n the ticket s Subject. Frm here, yu can view all cmments n the ticket, reply r add cmments, and see all f the ticket infrmatin submitted. T cmment r reply n a ticket, simply type yur respnse in the Add Yur Reply field, then click ADD REPLY. Yu als have the ptin t check the Please cnsider this request slved bx if yur request has been reslved. Click ADD REPLY t save. Yu may submit a new request frm this screen by scrlling t the bttm and clicking the SUBMIT A REQUEST buttn. Avinté Staffing Sftware Page 7 f 7