Support Portal User Guide Version 3.0
What is the Coldharbour Support Portal? The Coldharbour Support Portal is a new tool which allows our customers to create or update support requests via the Coldharbour website. The Coldharbour Support Portal will eventually replace the support@coldharbour-systems.co.uk method of raising support calls. Benefits of using the Coldharbour Support Portal Automated entry of support logs onto Coldharbour support system avoiding any delays due to manual processing Structured qualification of support requests ensuring more effective prioritisation and more effective processing Ability to automatically provide updates to your support query How to use the Coldharbour Support Portal 1. Accessing the Coldharbour Support Portal There are two ways of accessing the Coldharbour Support Portal Directly via the following URL: https://support.coldharbour-systems.co.uk/ This will display the following page: By clicking on the Coldharbour Support Portal link on the front page of the Coldharbour web site: https://www.civica.co.uk/coldharbour 2. Raising a new support call If you have logged a support call with Coldharbour previously via email you will be automatically registered to use the Coldharbour Support Portal.
To raise a new support request simply enter you email address in the New Support Call box on the left side of the screen: Now click on the Submit Support Call button. What if my email address is not recognised? If you have not raised a support call with Coldharbour previously via email you will need to register with us. Please email supportadmin@coldharbour-systems.co.uk to request access to the Coldharbour Support Portal. Please note: In order to raise support calls via the Coldharbour Support Portal you will need to provide us with a company email address. You will now be presented with a form to complete in order to raise a new support log.
The Site and Telephone fields will be pre-filled with the current information on our support system. These fields can be edited, if you wish to update this information. Please fill out the appropriate fields ensuring that all mandatory fields (marked with an * ) are completed. You can add attachments to the support call by clicking on the Add a new file button. Please ensure you have read the disclaimer before you add any attachments.
Once you have completed the form, click the Submit Support Call button. You will be presented with a screen confirming that your request has been submitted and that you will shortly receive an email confirming that the support log has been raised. 3. Updating a support call If the support call you wish to update was raised, by yourself, with Coldharbour via email you will be able to add additional information to the call. In the Coldharbour Support Portal, enter you email address and support reference in the Update Support Call box on the right side of the screen: Now click on the Update Support Call button. You will now be presented with a form to complete in order to update a support log. The Site and Telephone fields will be pre-filled with the current information on our support system. These fields can be edited if you wish to update this information. Please fill out the appropriate fields ensuring that all mandatory fields (marked with an * ) are completed.
You can add attachments to the support call by clicking on the Add a new file button. Please ensure you have read the disclaimer before you add any attachments. Once you have completed the form, click the Update Support Call button. You will be presented with a screen confirming that your request has been submitted and that you will shortly receive an email confirming that the support call has been updated. 4. Hints and tips Accepted file formats o Images:.png.jpeg.jpg.bmp o Text:.doc.docx.txt.pdf.csv o Spreadsheet:.xls.xlsx The Coldharbour Support Portal is compatible with the following browsers and browser versions: o Internet Explorer 7 10 o Google Chrome (latest version) o Firefox (latest version) o Safari (latest version) If you experience any issues when using the Coldharbour Support Portal in any browsers other than those listed above please email supportadmin@coldharbour-systems.co.uk. 5. Any further questions? If you have any further questions or any feedback on the Coldharbour Support Portal please email us at supportadmin@coldharbour-systems.co.uk.