A Support Portal to raise trouble tickets within Replicon application

  • 4
  • Idea
  • Updated 3 years ago
  • Not Planned
  • (Edited)
Would like to see Replicon create a support portal for the customer.  Not for each employee to submit issues, but for Administrators within organizations to report issues etc.  This would also allow a history to reside in one place.  Currently the only method to report an issue is either via email, chat or phone.  Having a support portal would be a nice addition to the Replicon product.
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Tracy Smalley

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Posted 3 years ago

  • 4
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Nuno Ferreira, Champion

  • 193 Posts
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Excellent idea!

Nuno
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Lingaraj Dharwad, Product Champion

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Hi Tracy,

Thank you for submitting your idea. 

This has been forwarded to the PM team for review.

Thanks,
Lingaraj
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Lingaraj Dharwad, Product Champion

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Hi Tracy,

Just to add to this, the Replicon community can be used to report issues/bugs along with having a record of them in a single place. The process for troubleshooting and resolving such issues remains the same at the back end similar to phone/email or chat for us. The best part is all this information stays in a single place in your user profile.

Post issues/bugs privately: 



Any issues you raise using 'Post this conversation privately' will only be visible to you alone, all other posts will be visible to everyone. I recommend that you use the private option for situations only when your post contains confidential information. 

To access the community: 
  • Log into Replicon and click on the gear icon on the top left. 
  • Click on 'Customer Community'
  • Click on sign-in on the top left and finish the login process 
          

To access your community profile:
  • Click on the drop down next to your name.
  • Click on profile.

         

To access other users community profile and posts: 

  • Click on their name or the image.
  • Click on View Profile
        
           

eg., look at the below screenshot of my profile which shows all of my activity: 

           

Let me know what your thoughts are on this. 

Regards,
Lingaraj
(Edited)
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Tracy Smalley

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Thank you LIngaraj for your thorough response. We will look into this on our end.  What I was envisioning is similar to this screenshot.

Thank you.

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Lingaraj Dharwad, Product Champion

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This is an excellent idea. I will make it a point to discuss this with the PM team on the next monthly call and see if a portal similar to this can be built into the product. I will keep this thread updated. 
(Edited)
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Lingaraj Dharwad, Product Champion

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Tracy I have slightly modified the title. 
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Charlene Eriksen, Product Manager

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Hi Tracy,

We don't have any plans to add this in the product currently, but we'll review in future and leave this open for other customers to chime in. In the meantime, as Lingaraj mentioned, the community provides a good option for tracking your requests. 

Thanks,
Charlene
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Tracy Smalley

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Please keep us posted as not only will this benefit the customer, but will also benefit your internal teams from a tracking perspective. 

Thank you.