2 SUPPORT TICKET SUBMISSION PROCEDURES

CASE MANAGER IS A VERY STABLE PRODUCT, and most errors are accidentally caused by a user.  Regardless of the issue, support can be requested at any time by filing out a support ticket (SEE BELOW STEPS).

Your ticket will be reviewed by the assigned representative within 5 minutes of the time received. It will be associated with a ticket number. After an initial assessment by our support team, the resolution of the problem will be assigned to an appropriate engineer who will either respond by e-mail indicating what you need to do to resolve a "SIMPLE PROBLEM", of phone you if the problem is "COMPLEX" and connect directly to your computer.

Our "Support Ticket Systems", will enable you to obtain a quick response to tech support questions, and also to "retain a history" of any support question and what was done in response to your request.  This also enables tech support staff to follow up on support issues to prevent delays. Please follow the below procedures for ALL FUTURE SUPPORT ISSUES.

DO NOT PHONE TECH SUPPORT...FILL OUT A TICKET AND THEY WILL PHONE YOU.
In an emergency, you may leave a message on our toll free at 1-866-281-8350.


SUPPORT TICKET SYSTEM 1 (explained below)
Click here to register to use this ticket system

The new Case Manager Online Support Help-Desk allows you to Log In to submit a support issue, and when
you type it in, a solution automaticlly appears if it was an issue that was submitted previously.

Alternatively, the support ticket is immediately assigned to the appropriate
support team member, who will contact you to resolve the issue.

In order to LOG IN to the Help-Desk you need a user name and password, which you can obtain by
clicking on the REGISTRATION ICON and submiting your desired user name and password.
You will receive an email when your registration has been approved and your log in data is configured.
When you enter your user name and password on the Log In screen, the below screen will appear



Once logged in you can "view all tickets" and reponses, "submit a new ticket", search our knowledbase for answers to frequently asked questions, access our "troubleshooter to diagnose and resolve common problems, read current "news", and "download" new software updates when available.


When you click on the "submit a ticket" link, the below screen appears, allowing you to select the type of ticket you are submitting, billing, sales, level1 or 2 support or "custom programming request".


After you select the ticket type (above) and click on the NEXT button, the below screen appears, allowing you to fully describe th nature of your support request, including the ability to upload photos, pdf's, screen shots or other data to illustrate what the issue is.

 

When you start typing the description of your trouble ticket issue in the
details box (below) KNOWLEDGEBASE SUGGESTIONS automatically appear
below the details box, containing potential solutions to your issue.
You simply click on one of the solutions to display the full text of the solution.

 

ALL NEW SUPPORT TICKET ISSUES AND SOLUTIONS ARE STORED IN THE
HELP-DESK DATABASE SO THAT THEY ARE AVAILABLE FOR FUTURE
ACCESS BY ALL CASE MANAGER USERS WHO LOG IN FOR SUPPORT

 



SUPPORT TICKET SYSTEM 2 (4 EASY STEPS)


STEP 1 - CLICK HERE TO USE THIS TICKET SYSTEM   

The below form will appear.  Fill it out completely, and SUBMIT.   You can indicate the type of request, who you want it assigned it (if you have a favorite representative), the nature of the request, and what time you would like to be phoned. A representative will either respond by e-mail indicating what you need to do to handle the issue (if it is very simple), or he/she will assign the issue to a level 2 tech support person, who will phone you and connect to your computer to review and fix any problem.




STEP 2:

When you submit the above form, the below screen will appear.   It contains an ACCESS KEY number which you can enter at any time to review the status of a past request.   


Just go to http://casemanagersupport.com/support/ttx.cgi?cmd=ticket&sid=&style= and enter your access code to review
your ticket.   For your convenience, you can also click on the TICKET# link, and it will take you directly to the ticket.

Additionally, when you submit a ticket, you will automatically receive an e-mail containing your access code, and a direct link to the ticket.  Just save these tickets in a folder in your e-mail program so that you can click and go to any ticket for a review of the status.



STEP 3:    You can update your ticket at any time after you submit it, in the event you want to add information to it.   Just open the ticket by following the information in STEP2 and the below ticket will appear, containing an UPDATE button. You just fill out additional information in the "NEW STATUS" box, and submit it.  The assigned representative will immediately receive this update.



STEP 4 - If your reported problem was very simple, the assigned representative will respond to your ticket indicating what you need to do to resolve the problem, and you will receive an e-mail acknowledging that your ticket has been responded to, along with a link that you can click on to display the full ticket (including your original request, and what was done to resolve it).  The ticket will contain instructions as to how you can resolve a simple issue, and the ticket will contain a CLOSED status. You can still respond to the ticket by placing information in the NEW STATUS BOX.

If your problem WAS NOT SIMPLE....the response to your ticket will be by telephone.  A level 2 Tech support person will phone you at the time you indicated on your support ticket, and he/she will discuss your problem, and connect to your computer to fix it if required.

 


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