interworks.cloud is using a new portal for receiving customer feedback. Through this portal it will be possible for Interworks.cloud  customers to submit tickets related with the cloud services they have purchased or related with the interworks.cloud platform. This page gives information for working with the new support environment.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

   Sign Up
    

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 What Type of Tickets can I submit to interworks.cloud Support Portal?

If you login to interworks.cloud Support Portal you can send one of the following request types.

Tickets related with Cloud Services

If you are  customer of our Cloud Services you can send us a ticket either requesting help or for repoting a problem

• Report a Service Problem. Use this request type if you having trouble accessing or using your services
• Get Help. Use this request type if you want to help you configuring or managing your services

Tickets related with interworks.cloud Platform

If you are customer of interworks.cloud platform or a partner that is using our platform, you can send us 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. For tickets related with cloud services, make sure that you will tell us for which service is the problem. This will help us resolving the ticket faster.

   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

  beleive

  believe that this ticket must be

  esclated

  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 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.