Product Support Portal Overview for Sitation Clients

CONTENTS

• Product Support Portal Overview for Sitation Clients
• Overview
• Submitting and Corresponding on Tickets
  • How to submit a Product Support ticket
  • Corresponding on Tickets

Overview

Sitation clients may use the Sitation Product Support Portal to manage support requests related to Sitation products.

Tickets can be submitted for the following types of issues:

• Troubleshooting / Configuration challenges

• Feature Requests

• Bugs

• Incidents / Outages

• Questions regarding Knowledge Base content

• Sales / Licensing requests

• Consultation requests or referrals to other Sitation departments

Submitting and Corresponding on Tickets

How to submit a Product Support ticket

1. Log into the Freshdesk portal at sitation.freshdesk.com.
   
   
   

2. If you are a new user, click the link Sign up with us and submit the form to register.
   

3. Once logged in, click the Submit a ticket button:
   
   
   

4. Select the Type.
   
   
   

5. Your email address will be pre-populated in the Requester field. Please complete the form and be as specific as possible, including screenshots or attachments as appropriate.
   
   
   

6. Click the Submit button.

Corresponding on Tickets

1. Once your ticket is submitted, you can view and reply to open tickets by selecting the Tickets tab from the top menu. You can use filters to limit the types of tickets you would like to see listed:
   
   
   

2. When you have selected a ticket, you will be able to see the following ticket details:

   • Status

   • Priority

   • Product (the Sitation product related to the request)

   • Request Type

   • History of communication

3. To reply on the ticket, either click the Reply button at the top of the ticket, or enter text in the field labeled Click here to add comment.
   

Paste or insert any screenshots, add any relevant attachments, and then click the Reply button beneath the form.