Raising a ticket

The support portal link is https://support.softelligence.net/

Access to the portal is done with a username and a password*.

*For creating a new account please contact the support team at [email protected]

When creating a ticket using the support mail, there is no need to connect to the support platform.

The customer receives a support mail address to which he can send mail with the issue that he’s having.

This is specified in the support contract or can be requested from Softelligence by sending an e-mail to [email protected]

Once the e-mail is received by SFTL, a new ticket is automatically created and the user will receive a confirmation.

The user can reply to his initial mail to ask for the ticket status or to provide more details.

Every new reply will be added to the existing ticket.

To view all tickets, the steps are described in the below pages.

After connecting to the support portal, the user can click on the Submit a ticket link.

In the new window, the user must add the following details:

Requester: E-mail Address is automatically added from the user account.

Technical Priority*: The options are:

• Urgent (1)
• High (2)
• Medium (3)
• Low (4)

Business impact: The options are:

• Urgent (1)
• High (2)
• Medium (3)
• Low (4)

Subject: A very brief description of the encountered issue

Description: Description of the issue encountered, with steps followed by the user, in what menu, and other similar details.

Attach a file: If that’s the case, an attachment can be added.

Note:

Business impact can be different than the technical priority.

A case would be one where the platform is working, but only one flow is down.

Technical priority: High

Business impact: Urgent

In this case, the support agent will try to find the root cause and restore the proper functionality for the failing flow.

*Priorities are mentioned in the support contract and every priority has an SLA and a description so that the user can easily select the correct priority.

Once the ticket is submitted, the ticket is created and the ticket will be set to “Work in Progress”.

In the meantime, the user will receive a first-response E-mail from the FreshDesk platform.

When requiring additional information from the customer (data, screenshots, documents with steps to reproduce the issue), a new note will be added to the ticket and the status will be changed to “Awaiting your reply”.

If the issue reported on the ticket is caused by a bug that is not fixed at the moment, the ticket status will be changed to “Development Working”.

Once the bug is fixed, the code will be delivered to the Customer and the ticket will be moved to “Resolved” and after that “Closed”.

To view a list of the tickets raised, the user can access the Tickets menu.

In the new menu, the user can choose what kind of tickets he wants to see.

The platform displays a series of filters that the user can apply.

The platform will display a custom status for a ticket, depending on where the investigation leads.

Being Processed - the ticket was opened by the client;

Work in Progress - a support agent is assigned to the ticket and the investigation has started;

Awaiting Deployment - the fix is ready and has passed all testing steps;

Development Working - the ticket was assigned to the DEV team for further investigations or for creating a code/data fix;

Awaiting your Reply - more details are needed from the client or the ticket has a solution and feedback is needed from the client;

Waiting on Third Party - the ticket has been raised to a 3rd party provider like Namirial, FintechOS, etc. (only if SFTL is the contractor for that 3rd party);

Resolved - the ticket has a final solution and the client is satisfied with the resolution;