Opening and tracking a request from the customer portal

In this article, we will show you how to create and track a request from the Connect&GO customer portal.

Sections in the article:

• A new contact form is available
• Part 1: Prerequisites
• Part 2: Opening a request from the customer portal
• Part 3: Tracking a request from the customer portal

A new form is available

We have implemented a new form to standardize requests and ensure that the support team has the maximum amount of information to best handle the received tickets.

You can now choose between "Ask a question" or "Report an issue".

The added fields under "Report an issue" are meant to provide the support team with as much information as possible.

Part 1 : Prerequisites

In order to create a ticket from the customer portal, you need to have an account. To do this, we invite you to follow the steps on the help article below:

How to access the customer portal?

Part 2 : Opening a request from the customer portal

1. Once logged into your client space, click on "Submit a request" in the top right corner of the page:
   
   
   
   
2. Open the dropdown menu and select the "Submit a request" form:
   
   
   
   
3. Fill in the fields:
   
   1. Object: this will be the title of your ticket. Make it short and clear!
   2. Open the dropdown menu for Request Type and select one of the options:
      
      
       
      1. Ask a question
         1. Categories is listing the different systems of C&G 
            
      2. Report an issue
         1. Categories is listing the different sections of the back office or the main systems 
         2. Additional fields will appear based on your selection
            
            
            
            
   3. Description box : add more details to help us understand the issue.
   4. Add attachments such as pictures, screen shots or short videos.
      1. Tip for picture: take of pictures of the whole screen, not only a close up on the issue
      2. Tip for video: video can be heavy. Use LOOM or WeTransafert to share links instead of files. 
   5. Click on Submit to finalize your request.
      
      
4. Once the request is sent, it will appear on your customer portal:
   
   

Part 3 : Tracking a request from the customer portal

To track a request, please follow the following steps:

1. Click on your profile at the top right and select Requests
   
   
   
   
2. Your requests will be displayed, and a table with open and closed tickets will appear under the following columns:
   
   

   Subject

   ID

   Created date

   Last activity

   Status

   
   
   
   Definition of request statuses:
   
   

   Open	Awaiting your response	Internal	External	Solved
   The request is being processed by the support team.	The request is awaiting your response following the support team's feedback.	The request has been sent to the technical team for analysis.	The request is awaiting a response from a third party.	The request has been resolved and is closed.

3. You can then access your ticket to track the different exchanges, and also provide a response directly from your customer portal.
   
   
   
   
4. You can also mark the ticket as resolved by clicking on the available button.