Support
Automate allows end users, technical staff, and administrative personnel to interact with the Flexxible team through support options that allow them to open and stay updated on the lifecycle of support cases.
Case opening
In order for any user, whether part of the technical team or an end user, to open a support case with Flexxible, they must have been previously registered through the portal with the necessary permissions to access Automate services.
Once the user is within the portal, the option to open a case will appear in the central part of the page, as shown in the following image:
Once the user clicks on Open a case, a screen will appear where, based on their 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 | This option will be selectable if the user belongs to an MSP and has more than one client/account under their responsibility. |
contact | It serves to open the case “on behalf of”; that is, 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 | 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 case details so that the operations teams can begin working on it. The more detail provided, the easier it will be to complete the request. |
There is also the option to add attachments to the request at the bottom right of the form. Images or documents can be included that may help in completing the requested task.
Case tracking
Once a case has been created on the main screen, information about the cases will appear under the section My tickets, both those being managed and those already resolved.
This information is also accessible from the top menu of the page, in the section My Cases.
Case statuses
A case is in the New status when it has been created.
When a case is resolved, it changes to the Resolved status. The user can accept the resolution, in which case the ticket will transition to the Closed status, or reject the resolution so the case returns to the Open status. Both to reject the request and to accept it, 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 you select the rejection of the solution, a new screen will appear requesting the reasons for the rejection. Once information has been added in the text field of the form, the Reject Solution button will be enabled as shown in the following image:
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, you must access the case and, within the Actions section, click Close case.