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For submitting a ticket to our support portal you can just send an email to support@interworks.cloud or  open a ticket directly in our https:/support.interworks.cloud support portal. For getting access to our support portal you should first self registered. 

Gaining access to Interworks.cloud Support Portal

For submitting a ticket you must first sign up in our portal.

1. Visit our Support portal at http://support.interworks.cloud

    

2. Select to sign up for an account
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3.  Enter your contact details and SIgn Up
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 What Type of Tickets can I submit to interworks.cloud Support Portal?

For submitting any problems or questions  related to interworks.cloud platform, you can use one of the following request types

• Submit a problem to us. For reporting an undesired behaviour of the interworks.cloud platform

• Request help configuring inteworks.cloud platform. For asking a technical question regarding how to configure interworks.cloud platform

• Have questions about making the most out of interworks.cloud platform.  For asking general questions regarding how the interworks.cloud platform should be setup to achieve a particular goal

• Submit an Idea or a feature. For sending our an idea how to make interworks.cloud platform better server your specific needs

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Ticket Submission

There are 2 ways for submitting a ticket to IwCP support team:

(1) Ticket Submission by sending an email to support@interworks.cloud

By sending an email to support@interworkscloud.com a ticket is opened automatically in our support portal.

(2) Ticket Submission via Support Portal

Alternatively, you can submit a ticket via Service Desk Portal:

1. Login to interworks.cloud Support Portal using your credentials

    

2. Select the type of your request

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3. Fill in the form. You can also attach files if you wish
   
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4. Create the issue for completing the process. 

Upon submission (regardless which way you will use), you will receive a confirmation email that your ticket has been submitted. By default all tickets get status "interworks investigating"

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Monitoring Ticket Progress 

When you will submit a ticket, the ticket will be in status "Interworks Investigating". When a support engineer replies, you will be notified by receiving an email to your email. 

An alternative way to check the status of your tickets is to:

1. Login to interworks.cloud Support Portal using your credentials

    

2. Go to my requests to see the list of your submitted tickets

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By opening a ticket, you can see the last reply from interworks.cloud support team

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• Comment on this request. If you want to reply to the support engineer or to add an attachment, you can use the form at the top of the page

• Escalate. If you believe that this ticket must be escalated because of his criticality, you can escalate it by using the link of the right. An escalated ticket is added in a high priority queue  in order for a second level support engineer to review it.

• Resolve this issue. If your ticket has been resolved, you can close it by using the link on the right.

Chat with our Support Engineers

You can always chat with our support engineers if you have a question and you need fast response. The chat facility is placed in the bottom right corner.

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Escalation of tickets outside 08:00 - 22:00 GMT +3

If you require our immediate attention, you should contact our live chat. For the time period that our live chatting is off (08:00 - 22:00 GMT +3) you can escalate your tickets with the following ways:

Submission of a new critical ticket

You should submit the ticket only via our support portal (support.interworks.cloud) and not via email. The ticket you will create must be of type = “Report a service problem” and urgent = critical

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This type of ticket triggers our escalation process and an alert call is directed to the engineer on call. The engineer will check your ticket and will contact you within 20 minutes.

Escalation of an existing ticket

If you require immediate attention for an existing ticket, you should again login in our support portal and “escalate” the ticket.

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By selecting escalation, the escalation policy will be triggered and an alert call is directed to the engineer on call.