Support
Automate allows end users, technical staff, and administrative personnel to interact with the Flexxible team through support options that enable them to open and stay updated on the entire lifecycle of support cases.
Case opening
For any user, whether it's technical staff 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 Automate services.
Once the user is inside the portal, an option to open a case will appear in the center 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 they want to open the case for or if they want to open it on behalf of someone else.
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 management. |
contact | It serves to open the case "on behalf of," meaning on behalf of another user who has the issue, inquiry, or request. |
Environment | It is related to the tenant or reporting group where the team of the user who has the issue, inquiry, or request is located. |
impact | This is the categorization of the urgency of the case being opened, 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 help complete 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 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 the "New" state when it has been created.
Once a case has been resolved, it goes to the "Resolved" state, and the user can accept the resolution, in which case the ticket will move to the "Closed" state, or reject the resolution so that the case returns to the "Open" state. To either reject or accept the request, it is necessary to access the Ticket and select the desired option in the "Actions" section.
If you choose to accept the resolution, the system may ask you to complete a two-question survey.
If the rejection of the solution is selected, a new screen will appear requesting the reasons for rejection. Once information is added in the text field on 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 is resolved or for any other reason. To do this, it is only necessary to access the case and press "Close case" in the "Actions" section.