Introduction

There are a few different ways in order to request assistance from interworks.cloud support department. The options, provided to any customer, are listed below:

• Submit a ticket via email
• Submit a ticket via support portal (recommended)
• Combination of these options

This article is about to provide all the knowledge needed, in order to familiarize the reader with interworks.cloud support portal : support.interworks.cloud

Customer Support Portal

The customer support portal is a web place where any customer is able to file and track requests. The use of this platform is quite simple in that any visitor is able to search, navigate, monitor requests or even read knowledge base articles that could probably help him solve an issue of his. Closing this section, the portal not only assists a customer that requires help, but it keeps historic data too! Customers are able to check previous submitted tickets and gather from them any information needed!    

Account Creation

Account creation is mandatory in order to proceed using interworks.cloud support portal taking advantages all of its features. 

Step 1 - Portal Web Site

In order to reach interworks.cloud support portal just open any browser and hit support.interworks.cloud 

Step 2 - Sign Up

Create a personal account by entering your email. 

Click Sign up with password and verify your account via the email sent to your account.

Logging in Support Portal

From any browser, navigate to support.interworks.cloud and place proper username and password.

In case there is a missing password, simply hit the Forgot password link and provide the email used for the registration.

Submit a Request 

According to the variety of the request, customer has five different options:

• Report a service problem
• Get help
• Submit a Marketplace Issue
• Assist on a Presales Request 
• Acronis Cyber Protect Cloud for Service Providers
• Cloud Telephony for Microsoft Teams
• Chat with support

The type of request should be chosen responsible in order to achieve better quality of service. 

Report a Service Problem

Choose Cloud Services (IaaS, Firewall etc.)

This submission concerns issues about trouble accessing or using a service.  Just fill the next form with as many details that describes the issues, as possible. And click the button!

Get Help

These issues should report any not available service or just a request for assistance in configuring or managing a service. Just fill the next form with as many details that describes the request, as possible. And click the button!

Submit a Marketplace Issue

Clicking this link means that there is a need of a purchase either software or hardware. Fill the next form and the first available sales agent will proceed with a contact as soon as possible, providing details about the submitted request. And click the button!

Assist on a Presale Request

Filling this form, a request for a presale scenario along with the needed technical guidance has been submitted. And hit the button!

Acronis Cyber Protect Cloud for Service Providers

This tab concerns MSP partners who have facing issues with their Acronis Tenants. Just fill the next form with as many details that describes the request, as possible. And click the button!

Cloud Telephony for Microsoft Teams

If there is any malfunction with Teams Telephony, the following form is suitable for expressing the issue with as many details that describes the request, as possible. And click the  button!

Chat with Support

Finally, with the option of Chat with Support, it is possible to communicate directly via live chat with a support agent.

Search for Related Knowledge Base Article

No further instruction is needed here. Users are able to use the Search bar in order to dive in interworks.cloud Knowledge database. This research could resolve issues faster! 

Requests

This area holds all the requests submitted by the customer. Via this menu, customer is able to manage all of his ticket. More specific : 

1. User is able to see Open \ Closed \ or Any Status tickets, using the first drop-down filter
   
   
2. User is able to filter tickets created by him \ created by anyone \ by participant or shared with his organization 
   
   
3. Filtering the type, returns a view of Any request type \ Presale Request \ Purchase Request or Get help
   
   
4. User is able to search for a specific submitted request.
5. Finally, customers are able to export any view created by filters, to a csv file, simply by pressing the Export Button. 

Interact With a Ticket  

While on request tab, the customer is able to click on any issues and do a series of different actions.

1. Add a new comment / info valid for the resolution of the case
2. Select the Don't notify me button, in order to stop gather email notification about the case
3. Reopen a closed issue (any time) 
4. Resolve an open issue (any time)

Premium Features of Support Portal 

The features described below is only available to customers with Premium Support subscription. 

SLAs details 

A customer with Premium support subscription is able to monitor the SLAs of his tickets, both active and resolved.

SMS Notification 

Customers with active Premium Support subscriptions are able to receive SMS notifications to their mobile phone. Premium customers will receive email notifications each time their submitted request change its status.

 SMS notification example: 

"Status changed for issue: DESK-11050, with Summarry: test portal 2, find more details here: https://jira.interworks.cloud/servicedesk/customer/portal/1/DESK-11050"

Conclusion 

Having done reading this article, means that all the knowledge concerning the portal usage, has been acquired. 

interworks.cloud support portal although is a powerful tool, is really simple to use! 

For further support,

contact us at

support@interworks.cloud