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.
Visit our Support portal at http://support.interworks.cloud
Select to sign up for an account
Enter your contact details and Sign Up
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
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:
Login to interworks.cloud Support Portal using your credentials
Select the type of your request
Fill in the form. You can also attach files if you wish
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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Our Support Portal is linked with our Knowledge Base If you submit a ticket via Support Portal you will receive KB suggestions when you will describe your problem. This is very useful because you might find your answer from KB instead of submitting a ticket!
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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:
Login to interworks.cloud Support Portal using your credentials
Go to my requests to see the list of your submitted tickets
By opening a ticket, you can see the last reply from interworks.cloud support team
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.
Escalation of
tickets between 22:00 - 08:00 GMT +3If you require our immediate attention, you should contact our live chat. For the time period that our live chatting is off (22:00 - 08:00 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 = “Submit a problem to us” and urgent = critical
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 ofan existing ticket
If you require immediate attention for an existing ticket, you should again login in our support portal and “escalate” the ticket.
By selecting escalation, the escalation policy will be triggered and an alert call is directed to the engineer on call.
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