Introduction

Support Center (formerly called Support Portal) 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.

To create a new ticket, click on the button in the top right part of the interface. The “Create a ticket” pop-up window displays. Inform the Request Type and the Product, then add a Subject and a Description. Attach a file if necessary.

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

There are six types of issues:

• Product Issue — a certain situation that you encounter when working with the ElectroNeek platform. Pick this type of issue if something works incorrectly or does not work at all.
• 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.
• Feature Request — this type of issue allows you to express your ideas for making ElectroNeek better. Feel free to let us know what you would like to see in future releases.
• Development Support — ask the RPA Bot Development help when you feel you are stuck during the creation of a Workflow. For more details about this service read this article.
• Enterprise Bids Help — upload your proposal document to the platform in order to receive feedback and support from ElectroNeek.
• Penetration Test and Security Information — submit security-related topics and receive answers from our specialists.

Product

Pick the product you encounter difficulties with Studio Pro, Bot Runner or Orchestrator SaaS.

Attach a file

There is an “Attach file” button in the bottom right corner of the form. Use it to attach any file that may help us resolve your situation.

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Note

The size of the attached file should not exceed 50 MB. If you need to attach a bigger file, you can upload it to any cloud service (like Google Drive) and send a downloading link.

After filling everything up, click on the "Create ticket" button to send the ticket to the support team.

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. Pay attention to the status of the ticket, there can be several of them depending on the issue type.

Product issue

• New – the ticket has just been submitted.
• In progress – the support team has accepted the ticket.
• Information needed – the support team requires additional information from the user.
• OnHold – the ticket is paused.
• Waiting fix – the issue is expected to be fixed.
• Solution provided – the solution is provided.
• Fix released – the fixed is released.
• Resolved – the issue is resolved.
• Auto-closed – the ticket was closed automatically.
• Closed – the ticket was closed.

Question

• New – the ticket has just been submitted.
• In progress – the support team has accepted the ticket.
• Information needed – the support team requires additional information from the user.
• OnHold – the ticket is paused.
• Answered – the answer is given to a user.
• Archived – the ticket is archived.
• Auto-closed – the ticket was closed automatically.
• Closed – the ticket was closed.

Feature request

• New – the ticket has just been submitted.
• In progress – the support team has accepted the ticket.
• Information needed – the support team requires additional information from the user.
• OnHold – the ticket is paused.
• Answered – the answer is given to a user.
• Archived – the ticket is archived.
• Submitted – the request is submitted to the development team for review.
• Closed – the ticket was closed.

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.

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Note

To close a ticket with the reason set as "Other", you have e to add a comment with at least 70 characters.

Here you can specify the reason why you decided to close the ticket and leave a comment if you wish. If any question appears after you close the current ticket, feel free to create a new one.

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Bear in mind

Once a ticket is closed, you can only reopen it in one case: if your issue was resolved and the ticket status was set as "Solution provided". In this case, you can continue the conversation in the current one.