Customer Success Portal - Raising and Managing Support Tickets

Overview

Fourth customers can raise and manage their Customer Support tickets within the Customer Success Portal and this article will cover how Support Tickets can be managed

For information on Customer Support with Fourth, see Fourth Processes - Customer Support on the Customer Success Portal.

Raising Support Tickets 

Any Portal user can raise Customer Support tickets in the Portal and manage their own Support Tickets within their business. 

This can be done via the Submit a Request tab in the top right-hand corner

Fig. 1 – Submit a Request via Homepage

• Enter the preferred contact email address
• Enter a short, general title in the Subject for the Support Ticket 
• Enter details for the Support Ticket in the Description. Include as much information as possible, including URLs, file paths and user details
• Select the relevant Module 
• Select the appropriate Solution from the drop-down relevant to the Support Ticket. 
• 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.

• Provide screenshots with the Add File option
• Submit the Support Ticket and it will be sent to Fourth's Customer Support Team
• Users can CC (copy) other contacts onto a Support Ticket. (Users must be signed-in for this option to appear).

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

Fig. 2 – Submit a Request Form

Access to Support Tickets  

Once a Support Ticket has been raised, the progress of the ticket along with any other Support Tickets raised can be tracked via the My Activities tab within your profile. You must be signed into 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 drop-down arrow next to your profile icon on the top right-hand corner

Fig. 3 – My Profile Icon via Homepage

Then select My Activities from the drop-down list

Fig. 4 – My Activities Drop-down from Homepage

Users can then view all Support Tickets they have raised within this page, and they can filter the view by ticket status by selecting Status on the right-hand side.

Fig. 5 – My Requests Pageview with Ticket Status Filters

Within this pageview, users can also view any Support Tickets they have been CC’d on.

Users can also respond to open Support Tickets from this pageview, and add any additional CC’s 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 as this:

• 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.

Fig. 6 – Organization Requests Pageview

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