Portal Support
Create and manage support tickets for portal-related issues, feature requests, and general help.
The Portal Support system allows you to submit tickets for portal-related issues, track their progress, and receive timely assistance from our support team.
Portal Support Features
The Portal Support system provides comprehensive tools for managing portal-related issues and requests.
Create Support Tickets
Submit new support tickets with detailed information about portal issues or questions
Capabilities:
- Portal-related issues
- Feature requests
- Bug reports
- Documentation updates
- General help requests
View Ticket List
Browse all your support tickets with advanced filtering and sorting options
Capabilities:
- Status filtering
- Type categorization
- Date sorting
- Search functionality
- Pagination
Track Ticket Status
Monitor the progress of your support tickets through different status stages
Capabilities:
- Open status
- In Progress tracking
- Resolved confirmation
- Closed status
Real-time Updates
Receive live status updates and notifications about your support tickets
Capabilities:
- Status change notifications
- Real-time refresh
- Automatic updates
- Progress tracking
Support Ticket Types
Choose the appropriate ticket type to help our support team understand and prioritize your request.
Feature Request
Portal SupportSuggest new features or improvements for the portal
Common Examples:
- New dashboard widgets
- Additional filtering options
- Enhanced reporting features
Error/Bug Report
Portal SupportReport technical issues or bugs in the portal
Common Examples:
- Login issues
- Data display problems
- Navigation errors
- Performance issues
Documentation Update
Portal SupportRequest updates or clarifications to portal documentation
Common Examples:
- Missing instructions
- Unclear procedures
- Outdated information
- Additional examples
General Help
Portal SupportAsk general questions about using the portal
Common Examples:
- How to navigate features
- Account setup questions
- Best practices
- Training requests
Ticket Status Flow
Understanding the ticket status flow helps you track the progress of your support requests.
Open
Newly created ticket awaiting review
In Progress
Ticket is being actively worked on
Resolved
Issue has been resolved and solution provided
Closed
Ticket is closed after resolution confirmation
Status Flow Process
1
Open
- Ticket created
- Awaiting assignment
- Initial review
2
In Progress
- Assigned to support team
- Investigation in progress
- Solution development
3
Resolved
- Solution implemented
- Testing completed
- Ready for verification
4
Closed
- Customer confirmation
- Ticket archived
- Case closed
How to Use Portal Support
Follow these steps to effectively create and manage your support tickets.
Creating a Support Ticket
- 1Navigate to Customer Dashboard → Portal Support
- 2Click "Create Case" button
- 3Fill in the ticket title and description
- 4Select appropriate ticket type
- 5Submit the ticket for review
Managing Your Tickets
- 1View all tickets in the support list
- 2Filter tickets by status or type
- 3Click on ticket title to view details
- 4Track status changes and updates
- 5Use refresh button for latest updates
Sample Support Tickets
Here are examples of different types of support tickets you might create:
Example Support Tickets
| Title | Type | Status | Created | Last Updated |
|---|---|---|---|---|
| Unable to access shipping port | Error/Bug Report | Open | 2024-01-15 | 2024-01-15 |
| Request for additional filtering options in accounting | Feature Request | In Progress | 2024-01-14 | 2024-01-16 |
| Documentation for MTR search unclear | Documentation Update | Resolved | 2024-01-12 | 2024-01-15 |
Sample data - actual tickets will show your real support requests
Role-Based Access
All user roles have full access to portal support functionality.
ADMIN
Full Access
- Create support tickets
- View all company tickets
- Manage ticket status
- Access all features
ACCOUNTING
Full Access
- Create support tickets
- View all company tickets
- Track ticket progress
- Access all features
PROCUREMENT
Full Access
- Create support tickets
- View all company tickets
- Track ticket progress
- Access all features
NON_FINANCE_ADMIN
Full Access
- Create support tickets
- View all company tickets
- Track ticket progress
- Access all features
To get the best support experience:
- Provide clear, detailed descriptions of your issue
- Include steps to reproduce the problem if applicable
- Select the most appropriate ticket type
- Check existing tickets before creating duplicates
- Respond promptly to support team questions
- Mark tickets as resolved when issues are fixed
Need Additional Help?
Our support team is here to help you with any portal-related questions or issues.
Contact Support
Get help from our team
Get help from our team
Ready to Create a Support Ticket?
Access the portal support system to create tickets, track progress, and get help with portal-related issues.