How to raise a ticket through the Customer Care Portal

 

 

Navigation in the Customer Care Portal

Having logged into the support portal click on “Submit a request” in the top right-hand corner

 

Under “How can we help?” Select the option “Customer Care”.

 

 

Support request or System incident?

• Support request – If you need help or advice relating to the use of your Ciphr system
• System incident – If you need to report any issues such as errors or performance problems

 

To raise a support request customer care ticket

• From the Customer Care form add your name and phone number
• Select the contact reason “Support Request”

 

 

 

You will now be presented with a series of fields to complete as follows;
Choose from the list of products presented and select the most relevant one

 

 

Certain products will give you the option to complete a product category, if this appears select
the category that is best suited to your query.

NOTE: if the area you require is not listed select ‘Other’ and specify the area.

 

 

• Knowledge base articles will be suggested based on the subject line of your query. Please note
  that we also advise checking our Ciphr Academy for any how to questions prior to contacting the
  customer care team.
•  Knowledge base articles will be kept up to date and added to over time.

 

 

Entering a meaningful Subject is important as this is the first information the Customer Care
team will see when receiving a ticket. Please make your summary as short and descriptive as you
can.

 

• Please include as much information as possible in the Description when raising your tickets.
• Missing information can cause unnecessary delays, it is preferable to put too much rather than
  not enough.

 

• The business impact field will allow you to indicate the level of impact that this support request has
  on your business.
• This field does not replace the Priority level field but enables you to highlight what is most critical
  or urgent.

 

 

• Screenshots are very useful to our investigations so please do include them whenever possible. It
  is always advisable to include the URL bar and date and time in the screenshot.
• Finally, when you have completed all fields with as much specific information as possible click
  Submit.

 

 

After clicking submit, you will be shown a confirmation including your ticket number and
suggesting articles which may be of use to resolve your query, if one of the articles does resolve
your query select “Yes, close my request”. If not please select “No, I need help” and an analyst
will respond to you in due course.

 

 

 

To raise a system incident customer care ticket

 

• From the Customer Care form add your name and phone number
• Select the contact reason of “System Incident”

 

You will now be presented with a series of fields to complete as follows;

• Provide the time and date that the error message or issue was received at. This is important as it
  allows us to check the error logs.

 

• Provide clear replication steps of the issue, this will help us identify and replicate the issue which
  will allow us to provide you with a faster resolution.

 

 

• Select the priority level in accordance with our targeted SaaS incident priorities. Please note if
  the priority is incorrectly assigned our analysts will update the priority accordingly.

 

• Choose from the list of products presented and select the most relevant one

• Certain products will give you the option to complete a product category, if this appears select
  the category that is best suited to your query.

 

NOTE: if the required area is not listed select ‘Other’ and specify the area.

 

 

• Knowledge base articles will be suggested based on the subject line of your query. Knowledge
  base articles will be kept up to date and added to over time.

 

• Entering a meaningful Subject is important as this is the first information the Customer Care
  team will see when receiving a ticket. Please make your summary as short and descriptive as you
  can. For example, if you are reporting login issues, the following would be good summaries:
  “Login Help: John Doe – Error message received” or “Login Help: All HR users affected – Error
  message received”

 

 

 

• Please include as much information as possible in the Description when raising your tickets.
• Missing information can cause unnecessary delays, it is preferable to put too much rather than
  not enough.
• For example, when reporting login issues on behalf of a user, please make sure you include
  information such as the full name of the affected user(s), how long they have been unable to log
  in for, what issue they are encountering (error message, time out…), the device and browser
  they are using and what you and they have tried to resolve the issue so far.

 

• The 'How is this affecting your business' field will allow you to indicate the level of impact that this
  support request has on your business, for instance letting us know the number of users that the issue is affecting or if it is preventing you from meeting a deadline.

 

• Screenshots are very useful to our investigations so please do include them whenever possible. It
  is always advisable to include the URL bar and date and time in the screenshot.

 

 

 

After clicking submit, you will be shown a confirmation including your ticket number and
suggesting articles which may be of use to resolve your query, if one of the articles does resolve
your query select “Yes, close my request”. If not please select “No, I need help” and an analyst
will respond to you in due course.