CUSTOMER SUPPORT USER MANUAL. English Version 2.0 FINAL

Transcription

1 CUSTOMER SUPPORT USER MANUAL English Version 2.0 FINAL

2 1. Table of contents 1. Table of contents Accessing the customer support system Ticket overview screen Creating a new ticket The life of a ticket User preferences Contact XCENTER Page: 2 / 9

3 2. Accessing the customer support system To be able to login to the support system, you need to have a username and password. If you want to request a login for the support system, you can: In case your company has already one or more users: request a login via one of those users Take contact with your X-Center or WMD SPOC. The X-Center customer support system can be reached on the following address: You will first see the login screen: Log in by giving your username and password. In case you forgot your password, you can click on the foreseen link in this screen: after entering your username, a new password will be sent to your mailbox. Please change your password after first login via the Preferences screen. You can also change the language of the interface via this screen XCENTER Page: 3 / 9

4 3. Ticket overview screen Once you are logged in, you will see the ticket overview screen: You can see here your own created tickets ( My Tickets ), or all tickets created by all users of your company ( Company Tickets ). By default a list with Open tickets is displayed, but you can also have a look to the previously closed tickets by clicking on Closed : 2013 XCENTER Page: 4 / 9

5 By clicking on a ticket, you will go to the ticket detail screen, where you can see the current status and history of the ticket. In this screen you can also reply to support XCENTER Page: 5 / 9

6 4. Creating a new ticket Click in the ticket overview screen on New Ticket. You will see the following screen: Depending on the support contract your company has, you will be able to fill a Service and/or SLA. Services can be for example Incident, Change request, Don t forget to fill these fields if you have a Service Level Agreement on one or more of these services, and you want the agreed targets to be followed. Fill in a subject in the subject field. In the Text box you describe your problem or request. Scroll down and you will also see the following: 2013 XCENTER Page: 6 / 9

7 You can add an attachment, give an indication on the priority on your side, and optionally select the component in scope, the impact (1 user, several users or all users) or the environment (development, test or production). When all fields are filled, you can click on Submit to create the ticket. The ticket will appear in the open tickets list, and you will receive a confirmation by mail. The ticket will receive status new until the first action by support is taken XCENTER Page: 7 / 9

8 5. The life of a ticket A ticket can have different states, from New after creation, until the final Closed. In between, the ticket can have the following states: action customer Action by customer is needed. action support Action by support is needed. merged Ticket is merged with other tickets in treatment. pending reminder Ticket is pending for agent reminder. pending auto close(+/-) Ticket is pending for automatic close. You will receive an in your mailbox each time the support team takes an action. If the status of a ticket is action customer, the support team is waiting on an action from your side. If you think this status is not correct, please reply on the ticket as soon as possible. You can interact on a ticket in 2 possible ways: 1. In your mailbox you can reply on the last mail sent related to this ticket. By default, after sending the reply, the next state of the ticket will be action support. Important: the ticket number should stay in the subject of the mail reply. 2. You can go to the ticket detail screen, scroll to the bottom, and click on reply. You will see the following screen: You can enter your message here. If needed you can also add an attachment choose the next state of the ticket after reply (default is action support ) change your priority Click finally on submit to send your reply message XCENTER Page: 8 / 9

9 6. User preferences By clicking in the right upper corner of the screen on Preferences, you will be able to: Change the interface language Change your password 7. Contact In case of questions, please do not hesitate to contact Customer Support X-Center, s.r.o. Podnikatelská 565, CZ Prague 9, Czech Republic Mobile: Web: XCENTER Page: 9 / 9