Support
Automate allows end users, technical staff, and administrative personnel to interact with the Flexxible team through support options that allow opening and staying updated on the 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, they 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 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 on which they want to open the case 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 | It will be selectable if the user belongs to an MSP and has more than one client/account assigned. |
contact | It is used to open the case “on behalf of”; that is, on behalf of another user who has the issue, query, or request. |
Environment | It is related to the tenant or reporting group where the user's team with the issue, query, or request is located. |
Impact | It is the categorization of the urgency of the case being opened; it 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 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. Images or documents that can facilitate the completion of the requested task can be included.
Case tracking
Once a case has been created on the main screen, information about cases will appear under the My tickets section, both those being managed and those already resolved.
This information is also accessible from the upper menu of the page, in the My Cases section.
Case statuses
A case is in the New state when it has been created.
When a case has been 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 so the case reverts to the Open state. To reject or accept the request, it is necessary to access the ticket and in the Actions section select the desired option.
If the resolution acceptance is selected, 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 rejecting it. Once the information has been added in the text field in the form, the Reject Solution button will be enabled as shown in the following image:
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, access the case and, within the Actions section, press Close case.