Welcome to VueStorefronts solution for your support needs, this document aims to explain the options you as user have in order to get the help you require.
First steps:
Every customer will be setup in Freshdesk from our system administrator and all contacts given from your side will be added to your company page in Freshdesk.
If you have been setup by our system administrator then every contact will receive their own personal activation link from Freshdesk → please follow the steps in the email.
The support portal can be accessed via: Support Home
Currently the Portal is still in development and additional content and features will be implemented
If you require additional contacts to be setup in Freshdesk please reach out to your CSM and we will get the setup for you sorted in order to guarantee that the contact is added to the correct company domain.
Alternatively a Sign Up option is also accessible.
Sign Up:
The landing page after a successful login will show as:
Users can view all Tickets for their company (domain) by default. If a user does not require the full view and only needs to see their own submitted tickets please mention that on the setup request.
From the Portal you can:
View all Tickets
Submit a ticket
The process of the ticket creation is straight forward and designed to be as easy as possible.
Example to report an issue:
Subject:
In order to give the best support it would be very helpful if the subject has a tag before the description.
f.e: if an error in the Middleware has been identified then a tag like [Middleware] *Issue Description*
Please fill out the fields as required and you can also attach files, screenshots etc at the bottom of the page.
Reference Number: Is not necessary for the ticket submission.
If you need any help or do have any question about Freshdesk and our Support please feel free to reach out out to us. We are happy to be of help.
Also if you feel to share feedback about your experience with the Freshdesk Portal and if you have any suggestions or feedback.
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