6 Replies Latest reply on Jan 4, 2014 5:39 AM by karenpeacock

    Introducing new functionality in the support portal

    karenpeacock SupportEmployee

      Based on customer feedback we have recently introduced some new functionality to the support portal to enable you to have more control to manage your support interactions online.  Here is a summary of what has changed:


      Enable us to help you quicker with Expert Hints

      • When creating a case you will be shown some tips from our top support expert based upon the product and category information you have provided.
        • The hints request the most likely information that the support team's will want to see from you in order to progress the case.
          • Supply the request information from the offset and we can diagnose your issue faster!


      Increased ability to manage your support request list

      • You can now filter your request list by any of the columns displayed.
        • Add and remove filters as required so that you can easily jump to a request by reference number, show only open requests, filter by date range, etc..
        • You have the ability to filter on any of the columns displayed on the list.
          • NOTE: End Company field is meant for use by Partners only.
          • NOTE: Superusers can look at requests raised by anyone in their company.  Non-superusers can see only those they have raised.

      portal view requests.png

      Administration and Self Service functionality

      • Contact us by phone and we will send you a registration for the portal if you haven't yet registered, so that you can easily track the progress of your support request online.
      • Escalate a request to your Support Account Manager.
        • NOTE: Currently available for customers with a support contract which entitles them to a designated Support Account Manager and only for P1 or P2 issues.
      • Resolve the support request yourself online.
      • Account Superusers can access additional administration functionality:
        • Create a new contact for your company.
          • Your colleague will automatically be sent an invitation to register for the portal.
        • Mark a colleague as no longer with your account
        • Request a password change for your colleague


      Solutions Advisor

      • More accurate results:
        • We are now able to set some further parameters based on your chosen category to improve the advice that you are given.
        • If you are reporting an error please complete this new field with the error message to get better advice from the Solutions Advisor.
      • Community Landing pages are now shown in the Solutions Advisor.  Here is an explanation of what a Landing Page is: http://community.landesk.com/support/docs/DOC-23842
      • Matches are now presented from our help.landesk.com site if relevant to the product you've selected.  Look out for more integration with help.landesk.com in the future.


      Other User Interface and Usability improvements


      • Display of support team member's name on request list
        • You requested this so you can easily see what requests to discuss with each member of the team.
      • We now confirm the expected response time for your support request after we have raised the request for you.
      • If we do not hold a phone number for you we will ask you to supply one.  This can help us resolve issues quicker when we need to discuss things with you.
      • Enhancements for uploading multiple attachments along with a progress bar.