Raising and Managing Support Requests

Customers can raise Support tickets through the Customer Success Portal. You must be signed in to the Portal before submitting a Support ticket. If you don't have an account, see Signing up to the Customer Success Portal for instructions.

• This can be done via the Contact Us tab in the top right-hand corner

• Select Technical Support Ticket Form from the menu
• To CC another person into the request, use the CC option while completing the ticket form.

• Use the tiles to select the Product or Module used by the business you work at

  (As Fourth has different solutions, we need to understand which one you use to help you. If unsure please contact your manager)

• When clicking into a product tile, further options will display to allow you to be more specific about the part of the product that your issue or question relates to.

• Enter a brief description about your issue to provide any necessary details.
• Enter the Business Impact to display how urgent the Support Ticket is to the business. This gives the Customer Support team an idea of the priority for the ticket:
  • P-1 Subscriptions service application is down or in a state that most customers cannot reasonably perform any work or the integrity/security of data is in jeopardy.
  • P-2 Subscription service application is available, however, customers are unable to perform critical business operations due to a persistent loss of feature or serious performance degradation.
  • P-3 Critical business functionality is available but either may require an unscale-able or inconvenient workaround to use or Is experiencing Intermittent performance degradation.
  • P-4 Non-critical functionality is unavailable, isolated customer-impacting issues, or exception case that has a reasonable workaround.

• Enter your name in the field provided

  Optional:

  • Enter your Contact Number
  • Select which of the options from the drop-down menu describes your role
  • Put in the name of the Business you work at
  • Add details of another requester if you are raising the ticket on behalf of another person.

• Provide screenshots with the Add File option
• Submit the Support Ticket and it will be sent to Fourth's Customer Support Team

An email notification confirming the Support Ticket will be sent to the Ticket requester.

Once a Support Ticket has been raised, its progress, along with any other Support Tickets raised can be tracked via the My Activities tab within your profile. You must be signed in to be able to view this tab. Refer to How to Sign Up to the Customer Success Portal for further guidance.

• To access this, select the Profile on the top right-hand corner
• Then select My Activities from the drop-down list

• All raised Support Tickets you have raised can be viewed on this page, and can be filtered by ticket status by selecting Status on the right-hand side

Within this page view, you can also view any Support Tickets that you have been CC’d on.

Users can also respond to open Support Tickets from this page view and add any additional CCs at this stage also.

Certain Portal users can be given access to all Support Tickets raised within their organisation. It is recommended to have minimal ticket managers per customer organisation because it:

• Reduces risk of duplicate tickets being created
• Aligns support queries, considering historical tickets and knowledge built
• Builds rapport and familiarises the contact and the Customer Support team, and how to best raise tickets

To have access to all Support Tickets raised within an organisation, inform the Fourth contact for the business or the Fourth Customer Success Portal team with further details of who should be given this access.

Once a user has access to all Customer Support tickets, the Organization Requests tab will be available within My Activities in the Customer Community. All Support Tickets raised within the Organisation will be available to view within this tab, as well as their status.

If a user is part of multiple organizations, users can select the organization they wish to view in the Organization dropdown menu.