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Registering and Using the User Support Portal

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Julianna Rodriguez
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Overview

The Convoso Help Center features a User Support Portal where you can view and manage the tickets you have submitted to our Support Team.

Because you can track all your tickets in this one portal, you will not have to sift through your email to find replies to your Help Ticket/Support Request or to find the last time you submitted a similar ticket, etc. Creating follow-up tickets is easy to do, and such tickets are easy to track along with all related tickets.

Contents:

Why You Need This

The User Support Portal has multiple functions, the most important being Support Ticket Management. 

This User Support Portal simplifies and personalizes the User experience.
With the User Support Portal, you can:

  • Track open tickets in your own Dashboard.
  • Update your User Profile to reflect current contact information.
  • Follow the Help Center Knowledge Base to receive notifications when new Articles are created.
  • Submit tickets in the Help Center without being prompted to provide an email address. 
  • Follow individual help articles in our Knowledge Base.
  • Reply directly within an open ticket.

Registering an Account with User Support Portal

Before you can track all your Support Requests, you need to sign up for a User Account with our User Support Portal.

There are two (2) ways to begin the registration process:

  • The first option involves using the Sign in link and signing up as a new user.
  • The second option happens after submitting the initial ticket request.
    Use the link in your Welcome email to sign up.

For more on the User Profile and Password, see: Support Portal Profile and Password

 

Sign In

1.) Click on Sign in at the top-right of the Help Center Knowledge Base page.

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The Sign in to Convoso window will open.

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2.) In the bottom-left, next to New to Convoso?, click the Sign up link.

The Sign up to Convoso window will open.

  • Both fields are required.

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  • (A) Enter your Full Name in the Your full name field.
  • (B) Enter your preferred Email in the Your email field.
  • (C) Click the Sign up button.

You will receive a Welcome email like the one below requesting that you create a password.

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5.) Click the Create a password link in the email to create your password.

The Choose your secret password window will open.

The Your name field will automatically be filled in with your email.

6.) Enter a password that abides by the Password requirements into the Your password field.

  • Password requirements are listed below the Your password field.

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7.) Click the Set password button.

Submit a Request

1.) Click on Submit a Request in the top-right of the Help Center page.

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 The Submit a request page will open.

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2.) Fill out this form and submit the Support Request.

After submitting a Support Request, the Help Center sends an automated Welcome email with a link to create a password.

4.) Open the Create a password for Convoso Welcome email from the help@convoso.com address.

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5.) Click the Create a password link in the email to create your password.

6.)  Enter a password in the Your password field that abides by the Password requirements.

  • Password requirements are listed below the Your password field.

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7.) Click the Set password button.

Navigating the User Support Portal

The User Support Portal offers a variety of activities to Clients.

One of the most important is the ability to track all your Support tickets.

  • Once signed into your Account, you will be redirected to the Help Center Knowledge Base home page.
  • The Sign in link will be replaced with your User Name and an Avatar or profile picture.

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Click your User Name to open the Profile Menu:

  • My activities
  • Edit my profile
  • Change password

Click the My activities option from the Profile Menu. 

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The My activities page will open on the My requests tab.

My Requests

This selection will take you to the My requests page on the Requests tab. 

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  • This is where you can view all the Support Tickets you have submitted through any of our Support channels.

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  • Below the My requests page heading are tabs for that page.
    • My requests
      • Features a list of all tickets you yourself have submitted. 
      • Info on this page:
        • Subject
        • Id
        • Created
        • Last Activity
        • Status

Requests that I'm CC'd on

This tab shows tickets on which Requester chose to CC (copy) you to ensure that you would receive direct updates and be able to track the ticket's progress.

List of all tickets you were CC'd on in tickets submitted by other Requesters in your organization.

  • Info on this page:
    • Subject
    • Id
    • Requester
    • Last Activity
    • Status

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The Search bar and Status drop-down can be used to filter and find specific tickets.

The Ticket List on this tab has one different column from the other tabs.

  • Instead of Created, which displayed the time/date the ticket was submitted, this list has a Requester column to view the person who submitted the ticket.
    • Time and/or date information will still be available within the ticket.

Organization Requests

The final tab on the My requests page is Organization requests.

  • All tickets submitted by anyone in, or affiliated with, your Organization. 

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  • This allows you to see tickets requested by anyone within your company, regardless of whether you have been CC'd on those tickets.
    • Info on this page:
      • Subject
      • Id
      • Requester
      • Last Activity
      • Status

This tab has the same functions as the other tabs on this page but with an added feature to Follow an Organization.

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  • The Organization Section:
    • The drop-down contains all affiliated Organizations.
    • Follow button:
      Click this button to receive notifications for all new tickets related to the organization listed in the drop-down.
      • A pop-up message will appear, "You are now following all "organization" requests. You will be notified when a new request comes in."

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  • The Follow button changes to Unfollow.
    Click Unfollow to stop following an organization.

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Contributions Tab

Click on the Contributions tab to open the Contributions page with an Article Comments section.

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  • This page lists all comments made by a User in Convoso's Help Center.
    • When no comments are present, the page will display, "You currently have no contributions."

Note: The commenting feature is not currently available in the Convoso Help Center.

Following Tab

Click this tab to open the Following page.

The Following tab is strictly for Knowledge Base Articles, not Support Tickets.

When viewing a Knowledge Base Article, click the Follow button to the right of the Article title to Follow an article. You can even follow this article.

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Note: At this time, the Convoso Help Center articles are not open to comments, and changes to article content does not trigger any notifications.

However, a good use for this feature is to create a list of articles for reference, similar to a favorites list. All your favorite articles will be listed on this page.

  • Click the article title to open the article.

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  • This page lists all of the Knowledge Base Articles and Sections you are following.
  • The list has three headings:
    • Title:
      Displays the name of the Article or Section.
    • Type:
      Shows whether it is an Article or Section you are following.
    • Following:
      Displays what type of updates will trigger a notification.
      • Section options: 
        • New Articles
        • New Articles and Comments
      • Article option:
        • Comments
    • Unfollow:
      This last column has no heading and contains an Unfollow button for each item, allowing you to stop following a particular Knowledge Base Article.

Filtering the Following List

The Show drop-down will filter the articles you Follow by a chosen Type.

  • All is the default selection for the Show drop-down and will display the chosen option from the drop-down. Ex. Show all, Show sections, Show articles.

1.) Click the Show drop-down.

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The Show drop-down has five (5) options:

  • All:
    Default. Will show all followed Sections, Articles, Posts, and Topics.
  • Sections:
    These are Article groupings.
    Sections are the next tier-level under Article Categories. 
  • Articles:
    Shows all the individual Support Articles you are following.
  • Topics
  • Posts
    • Note: Posts and Topics are not currently available in our Help Center.

2.) Select one of the available options: Sections, Categories, or Articles.

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  • The list changes to show only the Type you have chosen.

Managing Tickets in the User Support Portal

In the My requests tab, where all your tickets are listed, there are two (2) tools for finding tickets; the Search bar and Status drop-down.

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  • Search requests:
    • Type the ticket's Subject or Identification number and press the enter or return key.
    • We recommend using Id numbers when searching for a specific ticket because they are unique, unlike Subjects.
  • Status
    This drop-down has four (4) options.
    • Select a Status to filter tickets by:
      • Any:
        Default; shows all tickets.
      • Open:
        Lists all tickets that are currently in-progress.
      • Awaiting your Reply:
        Lists tickets that require a reply to a request or question posed by the Support Agent.
      • Solved:
        Shows tickets that either the Requester or Support Agent marked as Solved.

Ticket List

The Ticket List table displays the pertinent at-a-glance information for the ticket:

  • Subject:
    A one-line description of the ticket.
  • Id:
    A unique Identification number that the system assigns.
  • Created:
    The date and/or time the ticket was initially submitted.
  • Last activity:
    When the ticket was last updated by either a Client or Agent. 
  • Status:
    The current state of the ticket in the resolution process.
    • Open:
      Support is still working towards a resolution.
    • Awaiting your reply:
      The Agent has sent a message about step(s) that need to be taken and/or additional questions regarding the issue.
    • Solved:
      The Support Agent has fixed the issue and/or answered your question(s).

Ticket List Navigation

The Ticket List defaults to showing the most recent first.

You can reverse the order by clicking the Last Activity heading.

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  • The arrow will flip up, and your oldest tickets will show first.
    • Simplifies the process of looking for an older ticket.

Otherwise, you can look at older tickets using the pagination buttons at the very bottom of the page.

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  • Use the arrows or page numbers to switch pages.

Ticket View

This is the page shown after clicking on a ticket's Subject from the Ticket List table.

  • Here you can look at a specific ticket's details, including the description, communications, images, CCs, and Support Agent.

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The gray panel on the right displays specific identifiers for the ticket.

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  • Requester is the original User to submit the ticket.
  • Created and Last Activity display date and time stamps for the originating date and time of the ticket and the last time the ticket was updated in any way.
  • CCs are those people that have been copied in the ticket, other users, such as managers, can also be sent updates on the ticket if they are CC'd even though they are not the Requester.
  • Assigned to will list the Agent that is assigned to your ticket.
  • Id is the system-assigned identification number for the ticket.
  • The ticket's Status is Open unless the Agent needs a reply or the ticket is marked Solved.
  • Request Type is an optional field when submitting tickets through the User Support Portal.
    • Technical Support is the most common type of ticket.
  • Client ID is your organization's Convoso Account Number.

The left side of the Ticket View displays information relating to the ticket's progress.

History of messages between the Requester and the Support Agent.

  • These messages are also sent to the email associated with the ticket. 
  • Any image or file attachments shared by either the Agent or the Requester will also show here.

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  • (A) Ticket Subject:
    Short description of the problem or question.
  • (B) Description and Comments:
    • Will show the entire conversation.
    • The topmost comment will be the original description of the issue that was given when the Help Ticket was submitted.
    • Below the initial description are all comments by the Support Agent and the Client that have been made on the ticket.
  • (C) Add to Conversation:
    This text box is where you can add comments to the ticket in this form.
  • (D) Mark as solved:
    A button enabling you to close a ticket once you are happy with the solution(s) offered by Convoso Support.

Closed and Follow-Up Tickets

Once a ticket has been marked as solved or closed the Comments feature is no longer available.

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  • Click the create a follow-up link if the issue persists or you have another issue or question regarding the same issue.
    • Once this link is clicked, a new ticket is created that links back to the original.
    • Creating follow-up tickets enables Support Agents to track issues that are related but not always the same.  
      • Related tickets can be properly tracked as separate incidents.
      • Recurring issues can be more accurately tracked with multiple tickets documenting each instance.

Creating a Help Ticket

The Submit a request form differs slightly when logged in to the User Support Portal.

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