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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
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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.
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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.
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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".
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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.
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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.
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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
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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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