Support
Automate allows end users, technical staff, and administrative staff to interact with the Flexxible team through support options that enable them to open and stay updated through the entire lifecycle of support cases.
Case opening
For any user, whether from the technical team or an end user, to open a support case with Flexxible, the user must have been previously registered through the portal with the necessary permissions to access the Automate services.
Once the user is inside the portal, the option to open a case will appear in the central part of the page, as shown in the image below.
Once the user has clicked on the option, a screen will appear where, based on the user's permissions, they can select the account for which they wish to open the case or if they want to open it on behalf of another person.
Required information
| Field | Description |
|---|---|
reported by | It will always be the user who opens the case. |
Account | This will be selectable if the user belongs to an MSP and has more than one client/account under their responsibility. |
contact | It is used to open the case "on behalf of," that is, in the name of another user who has the issue, inquiry, or request. |
Environment | This is related to the tenant or reporting group where the user team with the issue, inquiry, or request is located. |
impact | It is the categorization of the urgency of the case being opened, and it can have three values: “High”, “Medium”, and “Low”. |
Subject | This is to provide a brief description of the requirement. |
Description | It is to provide the details of the case so that the operations teams can start working on it; the more detail provided, the easier it will be to complete the request. |
There is also an option at the bottom right of the form to add attachments to the request, allowing images or documents to be included that can facilitate completing the requested task.
Case tracking
Once a case is created, information about the cases will appear under the "My tickets" section on the main screen, both for those currently being managed and those already resolved.
This information is also accessible from the top menu of the page in the My Cases section.
Case statuses
A case is in "New" status when it has been created.
Once a case has been resolved, it changes to "Resolved" status. The user can accept the resolution, in which case the ticket will change to "Closed" status, or reject the resolution so that the case returns to "Open" status. Both to reject the request and to accept it, it is necessary to access the Ticket and in the "Actions" section select the desired option.
If you choose to accept the resolution, the system may ask you to complete a two-question survey.
In the case of selecting the rejection of the solution, a new screen will appear requesting the reasons for rejection, once the information has been added in the text field within the form the "Reject Solution" button will be enabled, as shown in the image below.
Case closing
While the Flexxible team is working on a case, the user can close it if the issue has been resolved or for any other reason. To do this, it is only necessary to access the case and within the “Actions” section, click on “Close case”.