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.
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?
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 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"
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!
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 beleive that this ticket must be esclated 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.