Support
Automate allows end users, technical staff, and administrative personnel to interact with the Flexxible team through support options which allow opening and staying updated on the entire lifecycle of support cases.
Case opening
For any user, whether it is technical staff or end users, 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, they will see the option to open a case 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 permissions the user has, 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 | Caption |
|---|---|
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 allows opening the case "on behalf of", in other words, in the name of another user who has the issue, inquiry, or request. |
Environment | It is related to the tenant or reporting group where the user's team with the issue, inquiry, or request is located. |
impact | It is the categorization of the urgency of the case being opened, which can have three values: “High”, “Medium”, and “Low” |
Subject | It is to provide a brief description of what is required. |
Description | It is to provide case details so that the operations teams can start working on it. The more details provided, the easier it will be to complete the request. |
In the lower right part of the form, there is also an option to add attachments to the request, allowing images or documents that can help facilitate completing the requested task.
Case tracking
Once a case has been created, it will appear under the "My tickets" section on the main screen with information about cases that are currently being managed as well as those that are 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 is created.
Once a case is resolved, it changes to the “Resolved” state. The user can accept the resolution, in which case the ticket will change to the “Closed” state, or reject the resolution to return the case to the “Open” state. To either reject or accept the resolution, the user needs to access the ticket and select the desired action in the Actions section.
If the resolution acceptance is selected, the system may ask you to complete a two-question survey.
If the user selects to reject the solution, a new screen will appear requesting the reasons for rejection. Once the information is added to the text field in the form, the “Reject Solution” button will be enabled, as shown in the image below.
Case closure
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 click on “Close case” in the “Actions” section.