Introduction

Support Center is one of the tools of the user's personal account. It allows you to communicate with the ElectroNeek Support Team, ask for help, or suggest ideas. In this guide, you can see the Support Center interface and follow the steps for creating a request.

To access the Support Center, enter your ElectroNeek User Portal and click the related option on the navigation panel in the Service Hub.

Interface

On the homepage, you can see the history of your requests. You can choose to display open, closed, or all tickets.

Create a request

To create a new ticket, click on the “New request” button.

First, describe your question or problem. As you type, we suggest articles from the ElectroNeek Documentation that match it. Click an article to open it. The suggestions are in English.

If none of them helps, click Proceed to Support Form. What you wrote is copied to the request's description, so you don't have to type it again.

In the form, choose the request Type and the Product, then add a Subject and a Description. Attach files if they help explain the problem.

Also, you can add other team members as recipients of the notification emails from your interactions with our Support Center. This allows you to notify other users about the progress and questions raised on tickets. You just need to inform names or emails separated by commas in the "Add users to follow this ticket up" field.

Type

1. Development Support - ask for help when you feel you are stuck during the creation of a Workflow.
2. Product Bug - pick this type of issue if something works incorrectly or does not work at all within the ElectroNeek platform.
3. Security or Penetration Tests - submit security-related topics and receive answers from our specialists.
4. Question - pick this type of issue when you require assistance to understand the nature of a problem, or if you need information about the usage of certain functions the correct way. In fact, you can ask any question regarding working with the platform or setting something up.

Product

Choose the product your request is about: Studio Pro, Bot Runner, Orchestrator, IntelliDocs, AI Workflows, Forms, OCR, Easley AI, Anti-Captcha or Other.

Some products ask for one more detail:

• Studio Pro or Bot Runner: enter your Version number, for example 12.0.27. To find it in Studio Pro, go to Help > Check for updates. In Bot Runner, right-click its icon in the taskbar and open Settings: the version is in the window name.
• OCR: choose one or more options in OCR engine: Google, Microsoft, ABBYY or Other.

Attach files

Click Attach file(s) in the bottom right corner of the form to attach any files that may help us resolve your situation. You can select several files at once.

Emails about your requests

We email you, and anyone following the ticket, when something happens to your request:

• When you create it.
• When our Support Team replies.
• When it's solved, or when a closure you requested is completed.
• When it's reopened.

Each email includes the ticket's subject and number, and a link to open it in the Support Center.

Tracking tickets

You can see all tickets you are involved in, either as a creator or collaborator, on the homepage of the Support Portal. Also, you can use the search bar to find a specific ticket you are looking for:

To see the detailed information on the ticket, click on the required one. Here you see the ongoing conversation with the support specialist.

Closing a ticket

Request the closure of your tickets and select the reason. Our Support Team analyzes the ticket and updates it. If this ticket is closed by the Support Team, please create a new one to raise a request on this subject again.

Development Support Service

What is Development Support?

We want to extend ElectroNeek’s RPA capabilities in building world-class bots for our IT Service Providers. For this purpose, we provide an experienced team of Development Consultants. They help in unblocking any situation and also guide users in their bot development.

These consultants are deeply involved in understanding the use case and ongoing challenges in order to support customers in finding the best available solution.

Why is it necessary?

Over time, we have realized that:

• Some overcomplicated solutions can be easily designed using ElectroNeek Studio Pro & Development Support Services.
• All customers need an efficient and fast support service when they don’t find a good solution while creating an automation use case.
• Some customers, new in the RPA business, need Development Consultancy Support to apply the best practices in automation platforms.

Who is eligible for it?

Based on their plans, customers can have limited development support hours. In addition, they need to have successfully completed the Academy training to request this service.

How can customers request it?

IT Service Providers submit a ticket via the Support Center and describe their needs. It should contain the following information:

1. A detailed description of the use case.
2. An explanation about the challenge or stuck point.
3. Some screenshots or video recordings of the issues encountered if any.

Are there any additional conditions?

These are some of the Development Consultant's expected tasks and responsibilities:

• They are not supposed to create bots from scratch for the customer.
• They are not responsible for tasks related to third-party services.
• They should provide assistance to apply best practices related to automation, using ElectroNeek tools and unblocking particular situations in accordance with customer requirements.