Article Content

Overview

Users can submit a support ticket through the Support Ticket Portal to the Support Team for help in resolving a question or an issue.

To assist with questions and issues, Resolver Support may require assistance from an authorized contact; therefore, it is highly recommended that tickets are submitted by these contacts.

User Account Requirements

Any user from a Resolver Core customer can sign up and use our Support Ticket Portal with their company (organization) email address. User accounts will automatically be linked to the corresponding company (organization) based on their email domain (the part of the email address after @)

Email address domains are verified against Resolver’s customer list, and any non-matching email addresses (such as a personal email) will be denied access.

Related Information

For more information on authorized contacts, please refer to the Authorized Contacts article.

Navigation

1. (Optional) From the top right corner on any screen in the Help Center, click the SIGN IN button. When submitting a ticket while signed in, the email from your Support Ticket Portal Profile will automatically populate the Email field.

SIGN IN Button

2. From the top right corner on any screen in the Help Center, click the SUBMIT A SUPPORT TICKET link.

SUBMIT A SUPPORT TICKET Link

Submitting a Support Ticket Through the Support Ticket Portal

1. (Optional) From the Submit a request screen, enter additional email addresses in the CC field to include other users on the ticket. If an end/business user can assist with an investigation or provide additional information, we recommend the authorized contact submit the ticket and populate the CC (optional) field with the end/business user's email address.

CC Field

2. The user's organization name will automatically populate the Organization field.

Organization Field

3. If you belong to a group of companies with multiple legal entities (e.g., a holding company and a subsidiary), click the Organization field and select an organization from the dropdown menu.

Organization Dropdown Menu

4. Enter a brief description outlining the question or issue in the Subject field.

Subject Field

5. When typing your subject in the Subject field, the Help Center will list suggested articles under the Subject field. We strongly recommend reviewing the list of suggested articles as one of them may quickly answer your question and resolve your issue. 

Suggested Articles Link

6. Enter a detailed account of the question or issue in the Request Summary field. The more detail you can provide will help speed up the investigation and resolution. Information in the Request Summary field and be formatted by using the tools within the toolbar to add headings, bold keywords, insert bullet points, insert links or images, etc.

Request Summary Field

7. (Optional) Select the appropriate priority level from the Priority dropdown menu. Priority levels are based on the Support Team's Service Level Targets.

Priority Dropdown Menu

8. Select whether you allow Resolver personnel access to your account (org) from the Resolver May Access My Org dropdown menu. By default. Resolver personnel do not have access to your account (org). However, to provide optimal service, Resolver personnel may require access to your org to diagnose the issue. A company's Authorized Contact may provide access upfront to speed up the request.

Resolver May Access My Org Dropdown Menu

9. (Optional) Click the Add file link or drag and drop a file into the designated area in the Attachment field from the connected PC.

Attachment Field

10. Click the Submit button to submit the support request to the Support Team.

Submit Button