This month, we’ve been looking at Chase Software’s Customer Support Portal. We’ve discussed it’s benefits and what makes it a great support channel . But how do you actually use it? That’s what this post is about. We’ll focus on raising and tracking your support requests.
- Login screen
Before you can use the Customer Support Portal, you’ll need to sign up for the service. Just click on the Sign up for an account link, highlighted in red below, to be taken to the sign up page. Once you’ve created an account for yourself, use the login area, highlighted in green, to log in.
- Sign up
On the Sign up page, fill out the requested information and click the Sign Up button. You’ll then be taken back to the Login screen. You’ll also receive an email confirming that your account was created.
- The main screen
After logging in, you’ll see the main CSP screen. Notice the highlighted areas below, described from top to bottom:
- In yellow is the Requests link. Clicking this presents you with a list of support requests you’ve either made or are involved in.
- In green is the search box. Enter your query and click the magnifying glass to get a list of topics relevant to your problem. We won’t cover this feature here.
- In red is the Browse All link. Click this to get a full list of options for creating your request. Let’s do that now.
- The options screen
After clicking the Browse All link, you’ll be presented with all the products for which a query can be raised and any request you make will be directed to the appropriate support personnel for resolution. Let’s click on the Chase Software – Dynamics Nav Support link, highlighted in red below.
- Product screen
You’ll be taken to a product screen where all your searches and requests will be restricted to the selected product, in this case, Dynamics Nav. Click on the Nav Support link, highlighted below in red, to be taken to the request screen.
- Make your request
In the support request screen, enter a short summary of your problem in the Summary field, and any details about the issue in the Description field. Then click the Create button to finish, after which your request will be visible to our support consultants. You’ll also receive an email to let you know it was successfully created and will be attended to.
- Request details
After entering your request, you’ll see the Request Details screen. In this case, we raised a query titled “IGNORE – Final Test Query from Chase Copywriter” so our support staff know they can safely ignore our dummy problem. Beside the request title, a status indicator tells us where our query is in the support process – currently, it’s “IN QUEUE”, meaning that it’s waiting for a support consultant to attend to it. Notice that just below the title is a box for adding comments.
- Interacting with Chase Support through comments
Any comments you or Chase’s support staff enter in the box marked “Comment on this request…” will appear in the Activity section below it, in descending order of date. Notice that you can also attach files or screenshots to your comment by dragging and dropping them onto the comment box or by browsing for them on your computer. As your query passes to different Chase staff, you’ll see their comments describing what they are doing to resolve your problem.
- View your requests
As mentioned before, you can click on the Requests link on any screen, highlighted in yellow, to see a list of all your requests.
- Your request list
In the Request screen, you should see a list of your requests. (Unfortunately, Chase Support responded so quickly that our dummy requests were processed and removed as this post was being typed up.) There are several filters just above the list to help you find only the queries you want to see. They are as follows, from left to right:
- Request status. View all your requests, just the outstanding ones, or any that have been closed.
- Creator. View requests created by anyone, only by you, or those you did not create but in which you are a participant.
- Request title. View all requests or a request with a specific title.
- Search. Enter keywords to limit the list to those requests that contain them.
There are several other features available, such as managing notifications or updating your profile, but we leave that as an exercise for the reader. Next time you need support, be sure to try the Customer Support Portal first. It’s a great way of keeping track of your queries, rather than hunting through a stack of emails or calling to see how things are progressing.