Customer Success Portal: Customer Support Information

Overview

The Fourth Customer Success Portal is an easily accessible, self-help platform for all of our customers to interact and engage with each other effectively. Users have access to hundreds of Knowledge Articles and Release Notes, allowing you to stay in the know about any changes to your solution. 

Users can also have access to raise and manage their Customer Support tickets on the Portal. This article will cover the difference between Customer Support tickets and the public areas of the Customer Success Portal.

To find information on how to raise and manage Support Tickets on the Customer Success Portal, please see Fourth Processes - Raising and Managing Cases for more information.


Customer Community

The Customer Success Portal is a public platform accessible to anyone. There are resources available such as Knowledge Articles, Release Notes and Collaborative Group Topics. As an easily accessible public platform, the resources and discussions are generic to Fourth's solutions, as opposed to Fourth's customer-specific queries.

The Portal can be used for questions relating to system functionality, and best practices that are centralised around the solution. 

Please note: Do not share any private or confidential data from your business on the public areas of the Portal, as per the Customer Success Portal Terms and Conditions.


Customer Support Tickets

Support tickets are accessible via the Portal. They are reports of technical issues or errors that occur in the system(s), specific to each Fourth customer/user.

Support Tickets are private to each Portal user or customer business, and cannot be viewed by other customers with access to the Portal. When the Fourth system isn't working how it is supposed to, raise a Support Ticket to Fourth's Customer Support team to be investigated on a customer specific basis. 

Please note: Any queries containing customer-specific setup or private/confidential data should be raised as a private Support Ticket and not shared on the public areas of the Customer Success Portal.


The Differences and How to Use Them

With any Fourth system queries, it is recommended to check the Fourth Customer Success Portal first. Search in the bar at the top of any page, as displayed in Fig.1, to view existing discussions, articles and previous cases (if applicable). Use existing articles/discussions to understand if the query can be self-managed and therefore resolved more quickly. 
 

Fig.1 - The Search Bar on the Customer Success Portal

If an available article or existing discussion does not answer your query, create a Discussion thread.​​​​​​
 

• Select the Community tab on the top right-hand side of the page

Please note: Discussions are moderated by Fourth's solution experts and responded to by the end of the next working day.

Fig.2 - Community Tab on the  Homepage

• Select the New Post button on the right-hand side of the page

Fig. 3 - New Post Button 

Does the query qualify under either of the following criteria? If yes, submit a Customer Support ticket to have it investigated.

• The query contains private/confidential data about an employee
• The query is around the system not functioning how it usually does

For more information on raising and managing tickets on the Customer Success Portal, see Fourth Processes - Raising and Managing Tickets.