Many clients have their own portals with slight customization, but in general the following applies to all Vertech support clients

Background

Vertech provides support portals for clients to manage and have traceability to all support needs.  This article explains the basic usages of how to use the portals as a client to see your tickets, and get support.

Login and Access

Some portals require sign in access, while other allow for anonymous access

To create an account just follow the following

1. Press the signup button in the top right
   1. if You accidentally click the login, just press the sign up button instead
2. Enter your name and company email address.  Company email address is very important to tie you with your proper company
3. An email will be sent to your inbox, click the link and follow the instructions to set your password.  This takes care of email validation and account creation.  This step also ensures that spam accounts are not used here and adds security.

Submitting and Tickets and Using the System

Once logged in, the system is pretty easy to use.  It will generally look like:

If you don't need to login, you can see less information, but you can still submit a ticket.

Submitting a Ticket

Submitting a ticket can be done through any of the “Submit a ticket” links that you see. And will look like the following:

1. If anonymous, you may need to enter your work email address
2. Add any CC people that you would like to add
3. Choose the site where the problem exists (if the prompt is there for your site)
4. Enter a good subject that gives a good summary to our engineering team of the issue
5. Enter a detailed description (include any attachment pictures too) so our engineers can quickly identify the problem.

There are two different ways where you can indicate your priority: a basic Priority Field, or a combined Urgency/Impact Field

If you are using a Priority Field choose from the following:

• Urgent – Used for scenarios where production is stopped due to a Vertech related issue
• High – Used when production isn’t completely down, but is significantly impacted due to a Vertech related issue.
• Medium – Used when production is mostly okay through a workaround or there is a data processing problem that needs attention, but isn’t greatly affecting production as a whole.
• Low – Used when production is completely unaffected, but a bug or issue is causing a minor problem

If you are using the Urgency/Impact fields think about them this way:

• Impact: How much is this affecting my production?  High is completely down, medium is somewhat affected, low is none affected
• Urgency: How fast do I need this solved?  This is slightly different than impact, especially for things such as access issues, data problems, or less severe screen issues.

The process will look like the following.  You’ll notice as help articles get added they may address common problems right there.

All tickets will send you and the CC’d person an email from a vertech.com email address with the link and status.  You can just reply to this email to add comments and you will receive email updates from Vertech.

Seeing Existing Tickets

You must be logged in for this to work

Once your ticket is created you will be taken to a screen of an individual ticket where you can adjust fields, add comments, add people, or close the ticket.  

To see all of your tickets, navigate to the “Tickets” tab or the “View All Tickets” to see all of your tickets.  Some high level users will be able to see all tickets.  If you need to be added to that list, just submit a low priority ticket through the system.

Viewing all tickets can be filtered by status, date, etc.  You can export to excel as well.