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 from the technical team or 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, the 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 for which they want to open the case 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 | It will be selectable if the user belongs to an MSP and has more than one client/account under their management. |
contact | Used to open the case “on behalf of” another user who has the incident, inquiry, or request. |
Environment | This relates to the tenant or reporting group where the user's team experiencing the incident, inquiry, or request is located. |
impact | This 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 | This is to provide the details of the case so 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, which can include images or documents that could facilitate task completion.
Case tracking
Once a case has been created, information about the cases will appear under the “My tickets” section on the main screen, including 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” status when it has been created.
Once a case has been resolved, it moves to the “Resolved” status. The user can accept the resolution, in which case the ticket will move to the “Closed” status, or reject the resolution so the case is reopened as “Open”. To either reject or accept the resolution, you need to access the Ticket and select the desired action in the “Actions” section.
If you choose to accept the resolution, the system may ask you to complete a two-question survey.
If you choose to reject the solution, a new screen will appear asking for the reasons for rejection. Once the information is added to the text field of 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, simply access the case and within the “Actions” section, click on “Close case”.