Reporting Issues to Empower Software 16 March, 2009
Table of Contents Introduction... 3 Accessing the System... 3 Creating a User Account... 4 Logging in with an Existing User Account... 6 Create New Ticket... 7 Attachments... 8 What Happens when you Submit a Ticket...10 Questions and Comments...11 Post a Comment...12 Accessing your Tickets on the Web...13 Edit Ticket Information...14 When Your Ticket is Closed...15 Updating Your User Information...17-2
Introduction In order to streamline and better serve our clients, Empower Software is introducing a Client Ticketing System to track customer requests and issues. The Empower Software Ticketing System is an integrated, Web-based Customer Relationship and Project Management Solution. With the system, you can: Enter requests and report issues Attach documentation supporting your ticket Receive e-mail notifications when your ticket changes Receive and answer questions about your request. Track the progress of your ticket online This guide will introduce you to the system. Accessing the System To access the system, click on the Client Support link at the top-right of the front page of the Empower Software corporate website located at www.empowersoftware.com. From there, click on the Create/Review Client Support Tickets. - 3
Creating a User Account The first time you go to the Ticketing System, you will need to establish a user account. On the login screen, click Create Account. - 4
You will need to enter all information on the Create User Account Screen. When completed, click Connect. - 5
Logging in with an Existing User Account If you have an existing account, enter your E-mail address and password. Then click Open a Session to access the ticketing system. - 6
Create New Ticket The first time you login, you will be taken directly to a Create New Ticket screen. You can also access this screen by clicking the Create New Ticket tab. Your user name will be entered automatically on the ticket. You should enter a short, descriptive summary of the ticket, enter a due date if applicable, set a priority and enter a more detailed description of the ticket in the Details section. When you ve completed your entries, you should click Save + Complete to submit the ticket, or Save + Attach to save the information you entered and attach a supporting document. - 7
Attachments You may attach documents to support your request such as screen prints, detailed requirements, or spreadsheets. Use the Browse button to view folders on your computer and select the appropriate attachment. Enter a short description of the attachments, then click Upload File to upload the selected file then upload another, or Upload + Complete to upload the file and complete the ticket. - 8
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What Happens when you Submit a Ticket When you submit a ticket, it is placed in a queue for assignment. When the assignment is made, you will receive an e-mail from AceProject Notification. The e-mail includes detailed information about the ticket and has links to login to the system or go directly to the ticket the e-mail corresponds to. The e-mail you receive will look similar to the one shown below. - 10
Questions and Comments After you ve submitted your request, Empower Software may have questions to clarify your request or you may have additional comments to add. To do so, you can enter the task and Post a Comment If Empower Software adds a comment, you will receive a notification that the ticket has a change. Review the Comment Thread in the e-mail or view the information online. To respond, go to your ticket on the web and Post a Comment. The e-mail you receive will include information like that shown below. All comments by Empower Software support personnel will be listed. - 11
Post a Comment To respond to a question or post comments about your ticket, select the Post a Comment tab from the Edit Ticket Information screen. Make your entry in the Comments section then click Save. The assigned Empower Software resource(s) working your ticket will receive an e-mail notification that you have posted a comment. - 12
Accessing your Tickets on the Web When you log into the system (other than the very first time), you will see the My Tickets Screen where you can review open and closed tickets. To view details about a ticket, click the description in the Summary Column. - 13
Edit Ticket Information When you view a ticket, you get full detail on the tickets status. You may also add attachments to or post comments about the ticket. - 14
When Your Ticket is Closed When your ticket is completed, you will receive an e-mail notification indicating the New Status is Completed. The e-mail you receive will look similar to the one shown below. - 15
When you log into the system, your ticket will have been moved to the Completed Tickets list. - 16
Updating Your User Information If your e-mail address, name, or other contact information changes, you may update it in the system by clicking My Preferences. You may also change your password on this screen. - 17